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
Don Converse
Wednesday, March 26, 2008
Sunday, March 16, 2008
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
"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
Monday, March 3, 2008
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.
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.
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