A Letter to Walmart

It has been a while since I published a letter from one of my readers. I get several comments via email concerning typical customer service problems we experience daily, but this letter goes into much detail describing a particular frustration that may be familiar to many consumers. The problem is, the customer placed an order online and paid extra for overnight shipping. The items ordered arrived three days later. The company is Wal-Mart - the largest retailer in the U.S. However, as you will soon find out, large does not necessarily mean good, when it comes to customer service anyway. Please read the following excerpts from the perplexed Wal-Mart (former) customer and let me hear your comments:

After repeated (frustrated attempts) to find a phone # or address, I got through to a Customer Service line and explained that I wanted to have an address to where I could send a letter of dissatisfaction and as to why my husband and I canceled our account today. The customer service representative never asked why but gave me a PO Box address in Florida. 'Is there a particular department or name?' "No." I am thinking to myself, what happens when a complaint letter arrives at that PO box? How in the world will it find its way to the right department? Then the representative asks if there is anything else Wal-Mart could do. Yes, I want to explain my story and make a complaint. That is why I needed the address. "OK, thanks for calling today and being a valued Wal-Mart Customer."
AARGGGH!

Then I went online to corporate offices, got that address and phone number, and of course, being a holiday, they were not open. But here was some information I thought you would find interesting. On the Wal-Mart corporate Website are these words:

"Our Three Basic Beliefs as per Sam Walton:
1. Respect for the Individual
2. Service to Our Customers
3. Striving for Excellence"

(I beg to differ that they operate their business by these principles).

I must go on record to say that the CS rep, Tawana, from Wal-Mart.com who called today in response to my email dispute, was very gracious and polite. She listened, she understood, agreed with some of my frustration and even found an error on the site regarding the shipping info on the Eastsport Backpack I ordered that she was going to report. Yet, even with the misunderstanding on the order, the fact that it was not stated clearly that the backpack would not be charged the $.97 as stated for that day's special but would also incur the additional 1-day shipping fee, and that there was an error in how the shipping info was listed; AND the fact that a 'valued customer' was about to cancel the account completely, she would not refund the $14.00 shipping fee in question.

When my husband called to cancel the account, the rep never asked why we were dissatisfied with their customer service. I will say that they accurately and speedily canceled the account because when I went back online to try to send a letter from there, the account was already closed.

I will be sending a letter to the PO Box and I may still dispute paying the additional shipping fee that I am contesting. I will await the bill and see what options are listed there.

Oh and on the Wal-Mart corporate site, they also refer to "Servant Leadership". Yeah, right...

Thanks

It has been my experience that some large companies tend to hide behind the word "POLICY" rather than empowering their employees to do the right thing. Empowered employees use their good judgment in order to fix an injustice to the customer. In this case, the customer believed that by spending more, they could guarantee the arrival of their order in one day. Wal-Mart's shipping policy does not give any such guarantee. The Wal-Mart customer service reps are given certain guidelines by which to abide when dealing with customers. The reps therefore may have the impression of always being in the right if they follow these guidelines. If that is the case, all I can add is that Wal-Mart should add to their "Three Basic Beliefs" a fourth that says, "Whether the customer is right or wrong, they are always the customer!"

DJC

Thank you Herb!

Every business magazine and business student knows something about Southwest Airlines (SWA). My favorite business leader, Herb Kelleher, who was so significant in making SWA the admired company it is today has retired as Chairman of the Board. I have held off talking about this wonderful company because I was certain that I would only be redundant. I choose to add my two-cents today because airline customers are recently being charged extra by other airlines for things like, baggage of all things! Why are airlines like American resorting to these tactics? Just look at the price signs on the local gasoline stations. The same rising costs have created a crisis at airliner fuel stations. Most airlines have not prepared for these huge rises in jet fuel and are now making their customers pay the price for their inept management. Why hasn't SWA followed suit?

Under Mr. Kelleher's direction, SWA began storing fuel as far back as their beginning years to meet just such a fuel crunch as being experienced today. What began as a small Texas airline, Southwest has grown to become one of the largest airlines in the U.S. Today, Southwest Airlines flies over 104 million passengers a year to 64 cities all across the country, and they do it more than 3,400 times a day. What makes SWA unique?

More than 36 years ago, Rollin King and Herb Kelleher got together and decided to start a different kind of airline. They began with one simple notion: If you get your passengers to their destinations when they want to get there, on time, at the lowest possible fares, and make darn sure they have a good time doing it, people will fly your airline. And you know what? They were right.

For those of you who are not all that familiar with the SWA roots, here is a short synopsis:

Founded in 1971, Southwest Airlines began to establish a consistent pattern of deviating from convention. In 1978 the airline industry was deregulated and 120 plus airlines have gone bankrupt since. Why, in this difficult environment, has SWA continued to grow and thrive? Notably, SWA is the only airline to continuously show a profit every year since 1973. How has SWA managed to increase its traffic by as much as 139%? Here are some facts that might help to understand how SWA has achieved this incredible record:

* The company consistently leads the industry in low fares and dominates the short haul market with an average of 60% market share.
* The company serves over 2400 customers per employee annually - making SWA employees by far the most productive workforce in the airline industry.
* Employee turnover averages 6.4% - again one of the best records in the industry.
* SWA is consistently ranked in the top 100 of the best U.S. companies to work for.
* They have never been forced to lay off employees regardless of external market factors such as recession or high fuel prices.
*They have the best record for baggage handling in the industry.
* They have the best on-time performance record.
* Fewest customer complaints.
* Youngest fleet of airplanes, and the best safety record!

If the above does not convince you that SWA is doing something unique, consider they can turn around an airplane at the gate in 15 minutes. Thats a full 10 minutes faster than their nearest competitor. This allows them to operate with 35 fewer aircraft.

The SWA culture is as unique as its business strategy. The differences begin in the hiring process - they believe in "hiring for attitude and training for skills". You must have a sense of humor to work at SWA, and they insist on having "fun" at work. More importantly, all employees are told to be themselves and treat other employees as "best friends" (Great internal customer service!). Finally, employees are told to establish their own standard of professionalism. They are encouraged to think entrepreneurially and act quickly even if it means disregarding the company bureaucracy. Southwest empowers their employees and expects positive results by eliminating inflexible rules.

Although Herb Kelleher has retired, the high standards and positive attitude he instilled while Chairman and father-figure to all SWA employees carries on. Many airlines have tried to copy Southwest’s business model, and the culture of Southwest is admired and emulated by corporations and organizations in all walks of life. Always the innovator, Southwest pioneered Senior Fares, a same-day air freight delivery service, and Ticketless Travel. Southwest led the way with the first airline web page:southwest.com; DING! the first-ever direct link to customer’s computer desktops that delivers live updates on the hottest deals.

Let me leave you with this quote from the SWA Website:

As you can see, we've been busy these past 36+ years. And we promise that the future will be just as fun-filled and exciting as the last. We've accomplished quite a bit, and along the way we've earned a title no other airline in the industry can claim: the leading low-fare, high-frequency, point-to-point carrier in America. We are proud of our accomplishments, and it just goes to show that time really does fly when you're having fun!

Thanks Herb. I will remain a loyal Southwest Airlines customer because of the great customer service example you and your company pioneered.

DJC

Customer Service Moments of Truth

Products alone can no longer sustain a company as a market leader, nor can products alone be depended upon to build a small business. Companies across all industries must treat customer service as their primary product - one that can be constantly improved. Providing quality service does not simply provide a competitive edge; it is the Critical Element. Some experts like to call them Moments of Truth . A high quality service encounter raises expectations for all future encounters.

Jan Carlzon, former President of Sacandinavian Airline System (SAS) called "Moments of Truth" - opportunities. He says, "A Moment of Truth is an episode in which the customer comes into contact with any aspect of the company, however remote, and thereby has an opportunity to form an impression." Each customer contact is a unique, unrepeatable opportunity for a company to differentiate itself from the competition. Every decision should be made with the customer in mind and viewed as another opportunity to make a favorable impression. Unfortunately, failure to satisfy a customer on any Moment of Truth will quickly destroy the customer's memory of good service. On the other hand, getting it right can erase all the wrongs that the customer previously experienced.

The two crucial components of the critical element include: results and process. To focus and manage our customer's Moment of Truth, we can use a simple five-step process:

1. Identify and prioritize each customer episode or contact. This means thinking about every time you come in contact with an internal (I will talk more on this subject in my next posting) or external customer either in person, by phone or email, or through your company process or system. You should then determine which of these customer contacts would have the most impact on customer satisfaction.

2. Develop alternative customer responses. Think of some alternative ways you could improve your response in each of these customer contact opportunities.

3. Decide which responses will delight your customer. Choose the response that will most likely pleasantly surprise your customer and thereby not just meet, but exceeds their expectations. "Delight" Moments of Truth provide unexpected, thoughtful, delightful experiences for the customer. Knowing your customers likes and dislikes makes this easier.

4. Create a service standard to ensure basic customer satisfaction. When a response delights your customer, think about writing it down and using it for all of your customers. That's when it becomes a standard. Be careful, after a customer has become accustomed to this "delightful" Moment of Truth, they may begin to expect the experience and this becomes a "basic" Moment of Truth. Exceeding expectations requires a continual desire to improve. You will need to remain creative to continue to delight the customer.

5. Measure customer satisfaction on each Moment of Truth. Find a way to continually check to see if it's time to improve or change your standard response. Strive to provide breakthrough quality service on specific Moments of Truth by using the personal thoughts and creativity of everyone in your organization.

Reflect on what the competition does to set their customer service bar high. Ask your customers what they expect. Ask your teammates what works for them. If you work to merely satisfy your customers and fall short, you will have an angry or dissatisfied customer. Working to delight customers means going beyond meeting basic expectations.

Good luck.

DJC

A Different Tipping Point

I have often wondered what the correct amount is to tip someone providing service. I also wonder how the custom of tipping ever came about in the first place. After years of adding a tip to the bottom of a restaurant bill of 7%, one day, about 20 years ago, it became 10%. Ten years later it was 15%. Who comes up with these amounts? Is it still 15% or has it changed again without my knowledge? Am I going to be embarrassed next time I pay for dinner at my favorite eating establishment?

There is a Website dedicated to tipping called appropriately;The Original Tipping Page. They have a tipping chart that breaks down amounts to tip between 15 and 20 per cent(Damn! Just when I had the 15% tip down)! The site also offers a "Tipping Guide" that breaks down tips for different places such as the Barber, the Golf Club, Hotel, Supermaket (are we suppose to tip at the supermarket too!?) and at Restaurants.

The writer of The Original Tipping Page says this about restaurant tipping: "My opinion is: tip your waiter / waitress. But this is not to say that it should be ever considered 'required'. Recently, most wait staff have lost sight of the fact that a tip is a gratuity and NOT a must. It is also a fact that in a lot of places, wait staff are underpaid (usually less than minimum wage) and must share tips with busboys, aides, etc." Most of us know to be a fact that tips are expected regardless of the quality of the service provided. I often struggle with this. My wife, Duchess and I were at a new Mexican restaurant last week. The very friendly waiter (I think he may have also been the owner) took our order and brought our drinks and chips and salsa immediately. Duchess and I got lost in conversation and half and hour later realized that our food had not arrived despite the fact that we were only at one of four occupied tables in the restaurant.

The waiter came to us a few times and said, "Your order will be out shortly. May I refill your drink?" That satisfied us until about the one hour mark when we were about to give up, our plates arrived at the table with an apology - "We had a mix-up in the kitchen tonight. I am sorry for the delay." The food was very good, but the taste of the long delay lingered. When the bill arrived I immediately started to figure a 15% tip and suddenly stopped and asked myself, "Why am I tipping?"

Have you ever really stopped to think about this strange custom? Not just the how much part, but why we do all this in the first place. For example, the restaurant could just charge more for the food and pass it along in the staff's paychecks. Banks pay tellers that way - why not restaurants?

In an article from CNN Money entitled, "The Logic of Tipping" Annelena Lobb wrote,
"It may seem odd, but tipping some people and not others really does make sense. Some service employees offer a highly personalized service -- and tipping is an efficient way of rewarding them. In a restaurant, for example, what constitutes good service is really a matter of the customer's opinion. "

Since tipping began in sixteenth century England, the reasons for tipping have changed over the years, but conforming to social norms and avoiding embarrassment were generally the main reasons. Tipping seems to improve service quality; the extent of the improvement varies across occupations. Author David Templeton says, "The etiquette of modern tipping, if there is one, has become so vague and indistinct on this service-hungry cusp of the 21st century that consumers are routinely confused about what is expected, and why. There are even voices mumbling that the whole tipping system amounts to little more than the publicly subsidized stinginess of employers, and should be abolished. Consumers of yesteryear left no more than 10 percent on fountain counters. A decade ago, it was rare for tips to be brazenly solicited for counter service, but in today's coffeehouses and juice joints, with their 'tip jars,' it has become de rigueur."

An etiquette consultant, Michele Maussion Wilson, believes otherwise. She thinks, "Tipping is part of your pleasure. It makes you feel good," she says. "And you must never simply leave the money on the table and walk away. You don't wave the money about. You discreetly leave it beneath the bill. Then you gain their eye contact, and you say, 'Thank you for your kind attention this evening.' It's so easy to do and it means so much."

Recent studies reveal that the amount of a tip often reflects factors other than the tipper's generosity or the server's ability. According to a Cornell University report, servers who introduce themselves by name receive an average tip 53 percent greater than the tip for those who do not; servers who squat next to the table while talking with customers--thereby improving eye contact--up their tips from 15 percent to 18 percent; those who write "Thank you" on the back of the check receive about an 18 percent tip, the same amount female servers get by drawing a happy face, whereas males who do so decrease their tips by 3 percent; the use of tip trays bearing credit card logos increases tips by up to 25 percent, even when customers pay cash; tips soar by 140 percent for servers who simply smile; and those who casually touch customers (e.g., once on the shoulder, twice on the palm of the hand when giving change) add to their tips by 42 percent, women customers being a bit more generous than men.

Which brings me back to my original dilemma; do I leave a tip if the food was great but I waited an hour for it? "IF YOU TIP less than 15 percent, it's assumed that you felt the service was well below expectations," says David Bynum, assistant director of Food Services at Santa Rosa's Flamingo Hotel, who adds that he's seen a slight shift upward from 15 percent. The thing about tipping is, we may expect it, but it's not obligatory," he says. "It's a gift you make to someone who deserves it."

I left 15%. What can I say? I liked the guy. And so it goes.

DJC

Customer Service Vigilantes

A swell of distrust toward corporate America, exacerbated by off-shoring of U.S. jobs - followed by lay-offs of thousands of employees, incredibly high executive salaries and higher than ever profits by certain industries. In the annals of customer service, we may be experiencing more consumer vigilantism than ever before. Frustrated by the usual Asian-accented call center customer service rep, customers are sending "email bombs" to corporate executives or going straight to the top after uncovering direct numbers to executive teams not easily found by mere mortals. For some people, the experience of bad customer service cuts so deeply that it transforms them from merely upset customers into an activist no longer just looking for a refund, but out for revenge.

In 2006, one such customer of the company - Cingular (now AT&T) believed that his computer speakers were ruined after a technical glitch. Frustrated at the company's lack of response to his complaints, he created a video as a grad-school project. In his video, he created an animated angry bandit in the shape of Cingular's orange trademark, complete with an AT&T blue-and-white pirate's bandanna and an eye patch shaped like Apple's logo. His video, "Feeling Cingular" has been viewed nearly 40,000 times on YouTube.

Behind such extreme tactics is a growing disconnect between company promises and customer perceptions of what they both think was expected from the initial product or service transaction. Technology is aiding the uprising, empowering consumers to blanket the Internet with negative comments about well-known products or companies. And lately, evaporating home equity, job insecurity, and rising prices are more apt to make the average consumer snap by submitting YouTube videos like the Cingular one mentioned that shout "YOUR COMPANY SUCKS!" to a cyber-savvy audience, with extraordinary impact.

Corporations have responded with what is called "executive customer service". These "Valhallas of customer service" as Ben Popken, editor of The Consumerist, had called them, are powerful support reps who may sit at corporate headquarters. Customer complaints that come to executives threatening legal or P.R. action are handled by these specialists. These highly empowered customer service experts are kept under wraps so the average consumer would find it extremely difficult to contact them, or even know they exist. But they do exist at companies like Washington Mutual, Circuit City and US Airways according to Business Week Magazine.

One high-profile customer got everything he demanded and more after finally monopolizing the ear of an executive customer service person at US Airways. He told Business Week that "The customer service person agreed when I said, you guys as a company, regardless of who you are, exist because of me and my fellow paying passengers." I think this is what I have been saying to corporate execs since the day I created this blog. The customer is not always right, (unlike the motto of some businesses) however, they are always the customer!

DJC

Service vs. Greed

Customer service at a gas station went by the wayside with the invention of self-serve. I am not going to even try to implore the greediest industry in the world to suddenly service us consumers with a smile (although I do think they laugh every time I fill up my car!). With that said, I do believe that if gas prices would come down to a reasonable rate based on good ole' supply and demand, I would no longer have the feeling that my pockets were just vacuumed at the self-serve pump.

I am not a political advocate, nor have I taken up the torch for many causes, but when I filled my car today, the best price I could find was $3.47 a gallon for regular at a pump in Poway, California. Now, I am not seeking the ridiculously low prices of my youth (30 cents a gallon when I first began driving, sometimes lower), but I do believe that gasoline consumers are being hosed royally at today's prices. When Exxon/Mobil is making more profits than any company in the history of the universe, I have to ask how they are doing it. I believe supply and demand plays little part in the setting of prices for gasoline and oil. GREED however, greases the profit wheel for the oil companies.

Here I will insert a suggestion that was sent to me from an anonymous reader who thought we should each send this to 30 other people:

"A former Halliburton engineer, offered this good idea. This makes much more sense than the 'don't buy gas on a certain day' campaign that was going around last April or May! It's worth your consideration. I hear we are going to hit close to $ 4.00 a gallon by next summer and it might go higher!! Want gasoline prices to come down? We need to take some intelligent, united action. The oil companies just laughed at that because they knew we wouldn't continue to 'hurt' ourselves by refusing to buy gas . It was more of an inconvenience to us than it was a problem for them. But, whoever thought of this idea, has come up with a plan that can really work.

By now you're probably thinking gasoline priced at about $2.00 is super cheap. Me too! It is currently $3.49 for regular unleaded in my town, Seattle. With the price of gasoline going up more each day, we consumers need to take action. The only way we are going to see the price of gas come down is if we hit someone in the pocketbook by not purchasing their gas! And, we can do that without hurting ourselves.

We CAN have an impact on gas prices if we all act together to force a price war. Here's the idea: For the rest of this year, DON'T purchase ANY gasoline from the two biggest companies (which now are one), Exxon/Mobil. If they are not selling any gas, they will be inclined to reduce their prices. If they reduce their prices, the other companies will have to follow suit. But to have an impact, we need to reach literally millions of Exxon/Mobil gas buyers. It's really simple to do! Acting together we can make a difference. If this makes sense to you, please pass this message on. I suggest that we not buy from Exxon/Mobil until they lower their prices to the $2.00 range and keep them down. This can really work! Keep it going!"

I also believe this would have a great effect. Thanks for reading.

DJC

The Gift of Starbucks

There are few companies that I can honestly say walk their talk. I believe one of those also happens to be one of my favorite places to visit: Starbucks Coffee. Not every Barista Partner at every Starbucks location is as friendly as I would like them to be, but as for service, if not perfect, they are at least very good. As for their "talk", here is a paragraph that is posted on the Starbucks 2007 Annual Report:

"The bottom line - We always figured that putting people before products just made good common sense. So far, it’s been working out for us. Our relationships with farmers yield the highest quality coffees. The connections we make in communities create a loyal following. And the support we provide our baristas pays off everyday." I would agree.

I admit it, I love Starbucks. Their product, their service, the ambiance of their stores (I get an immediate lift just walking in the door and receiving a hit in the face from that heavenly aroma - every time!) and the green apron-clad smiling faces behind the counter. There have been many instances at many Starbucks stores that my wife (another Starbucks lover - the biggest in the world perhaps) or I have experienced special treatment that surprises the most optimistic of expectations. I have had to wait an extra few minutes for the coffee to brew, and with an apology from the person behind the counter, have been handed a free cup of fresh coffee. This has happened at least three times to me.

My wife, Duchess, and I were in a Starbucks in Los Angeles shortly after visiting her dying mother. After handing us our drinks the barista asked my wife how she was doing (not knowing her or her mother). Duchess said, "Oh, I've been better. My mom isn't doing so well." The barista came out to our table with a plate of "special coffee cake" and politely said, "Eating something good always makes me feel better. I'm sorry about your mother." We were both moved to tears by his compassionate generosity.

They are not always perfect. I was in a Starbucks in a north San Diego county town I do not often visit a few weeks ago. I ordered my usual (a Grande Vanilla Latte) and headed down the road savoring the smell for just a few minutes in my car before I slowly sipped my first sip. To my dismay, something was wrong. Either the milk had soured or the vanilla was rancid.

I called Information on my cell phone and asked for the number of the store. They connected me to a delightful sounding barista whose name I have since forgotten. I explained what had happened and she said, "Oh my! Please come back immediately." I told her I was already too far away and I only wanted to tell her so this would not happen to the next customer who may order a similar drink. She said, "We pride ourselves on getting your drink right. Please come back any time and we will make it up to you." I said, it was unlikely it would be soon, but I would remember.

I happened to be near that same Starbucks store just the other day and remembered the cheerful promise. But, why would they believe me? I didn't even remember the person's name to whom I had spoken to those many weeks ago. I walked in and told the lady behind the counter my story, and she was making a Vente (larger than a Grande) Vanilla Latte before I even finished my story. She apologized for my inconvenience and handed me my free drink with a smile. Okay, maybe they are perfect.

Those, and many other, pure customer service acts are the kinds of things that endear people to a company and/or product. As long as we live, Duchess and I will patronize Starbucks for those acts of "...putting people first" What can I say, give me a cup of Sumatra, a warmed scone and a smiling barista in a green apron and I'm happy. Ahh, life's small gifts.

DJC

Impersonal Personnel

A reader emailed this unique customer service issue to my attention:

The reader's first complaint was, after spending innumerable hours writing, editing, and tweaking their resume (I am referring to the paper or electronic file that describes your life's history in the work world.) and the prospective company's Website, they are asked to submit their resume, and a cover letter, AND fill out an application! The application usually asks for the exact same information described in the resume!! (I have also experienced similar frustrations when applying for college teaching positions. If anyone has ever applied for a position at a institution of higher learning, then you know how tedious it can be. I have spent up to two hours online applying for a college job. I have been told that similar lengthy applications occasionally are required for jobs in the corporate world).

If you have applied for a job recently, you may have noticed that application procedures have changed in the last few years. Gone are the days that we perused the classified ads for the ideal position with a recognized or at least recognizable organization. In years past, we may have even dropped into the personnel office to inquire as to any job openings. Today, job seekers look through one of several hundred Websites (i.e. Careerbuilder, Monster Jobs, Hot Jobs, to name just a few), and jump through dozens of hoops in order to submit an application. And what makes things worse, in the past you competed with local applicants, now hundreds of others may be applying for the same position from across the globe.

Now, here is where the customer service angle comes in: my reader's second complaint is, in more cases then not, they may NEVER receive a response from the organization to which they have submitted their life story. Job seekers sometimes spend hours massaging their letters to the Human Resources (HR) Director, and meticulously editing their resume to show how their vast experience matches the specific (and sometimes seemingly endless) list of job requirements. Then the candidate waits for a response, sometimes for months, and receives only silence.

In this day of computers, MS Word, instant messaging, high tech Web devices, and company rooms full of computer geeks, it would seem to this observer that it would be easy to create a form letter (a personal letter would be even better) that automatically goes out to the job applicant informing them that their resume has been received. Also, a letter should be sent to those unfortunate applicants who applied for the position, but were not considered. This may not seem like customer service in the purest sense, not internal customer service, nor external customer service, but think about it; doesn't this seemingly lack of caring about job candidates taint the organization's image? After such an experience the applicant may be left with a feeling of disillusionment believing that either the job posting was either a sham or they would not work for a company that treats potential employees with such disrespect. They may think,"I am glad that company never called. They must treat their employees in the same impersonal manner".

Before leaving the corporate world, it began to become obvious to me that HR had less responsibility than they did in the days of the Personnel Manager. Most of what was once required of HR (employee insurance coordination, hiring, attendance, employee disputes, and payroll) has been automated or outsourced to the point where the HR department is slowly disappearing from the corporate landscape. Now, I have had wonderful relationships with several HR managers in my life, and maybe I lack knowledge regarding the demands placed upon today's HR departments, but it would seem that the HR director or generalist would welcome the chance to help the corporation's image through the hiring process.

By replying promptly to those who wish to become part of their company, HR could say much more than just the words in messages they write to candidates. Corporate leaders, as well as HR personnel should always be aware of how the outside world observes them. After all, applicants may be potential customers.

Let me know your thoughts on the subject. Thanks.

D.J.C.

No Recession for Customer Service

The current economic conditions have created a growing concern among many businesses, and also consumers. The specific causes for the downturn have been attributed to everything from the way banks lend money, to the weak U.S. dollar, consumer reluctance, or Mercury being in retrograde. Whatever the reason, good business practices and maintaining good relationships with customers by skilled customer service professionals are keys to thriving in growth cycles and surviving during slow periods too.

With help from San Diego's North Island Credit Union, here are some tips for businesses that wish to enhance their chances for long-term success, even in an economic recession. They suggest that you do these five customer-related things well:

1. Be Different. Krispy Kreme makes millions of doughnuts daily, yet, they have two small differences from other doughnut chains - First, they replaced walls with glass so children and parents alike could be amazed by the automated doughnut production. Second, every customer is welcomed with a free, fresh doughnut hot off the line!
2. Nuture Sales. 80% of your business comes from 20% of your customers. Find ways to thank customers all year. Personal notes or emails are good, or introducing frequent buyer and referral incentives.
3. Create Sizzle. Avoid peaks and valleys caused by too much focus on the day-to-day business. Embrace a marketing plan that combines strategic and frequent advertising buys with ongoing public relations, special events, direct mail and email promos.
4. Stick to It. Define specific actions for each week. Qualify potential customers. Communicate value. Refine your offerings and keep building relationships.
5. Be Prepared. Keep good records and perform against the plan that enabled you to secure your first business loans. Include a data base of customers so you do not lose touch with your greatest source of income - the all important 20% group.

Even in tougher times, the customer is still King and Queen.

D.C.

In Service to Family

Dear Readers,

In the last few months I took a vacation from writing this blog.  I am sorry to anyone who tuned in to read the latest post and saw nothing new.  Since my last post, shortly after the San Diego 2007 firestorms, my life has changed.  Don't get me wrong,  I am still very passionate about customer service, but now that I am no longer a single man, I look at each day as an opportunity to service my family as well as the strangers I have always served in the past.

Life is short ladies and gentlemen.  I wish that we could all treat each other with compassion and consideration - in service to each other.  However, I have learned that family (spouses in particular) come first.  I have made many mistakes concerning my family members in the past and I vow to never make those mistakes again.  My campaign to make the world a better place to live through better service to each other will never end, but my priorities have been shaken and now permanently re-arranged.  I now look at life through two pairs of eyes - and it looks great!  These are of course the words of a man in love.  In love with my wife and now with my life. 

Please stay tuned.  I am re-inspired!  Thanks for reading.

Don