Customer Service | Dead or Alive?

Here is another post from the archives that is not only an illustration of how customers feel, I felt it. Originally posted this past January. True Story.

Is Customer Service Important To You?
Marketing propaganda can backfire.

I am not the type who enjoys hopping in the car and heading to the mall to have a look around.

Strategy is not just part of my day job. An actual map and a plan help with such excursions.

Research and strategy are requisite.
The urge to shop is rare.

I had one such day this weekend. I had two specific items I wanted to purchase. I scored the first one in about twenty minutes. Four hours later I returned home having failed to accomplish the second one.

First Store (0-1)

The first store – which I found online and researched extensively – was out of stock. The "customer service rep" was quickly on to his next avoidance.

I pushed my cart of about $75 in impulse buys next to the counter and walked out of the store.

Second Stop (0-2)

Store number two was part of a larger chain where all items are featured on a central website. To find the location nearest you, just click the "store locator" tab on the top of the screen. Items and location confirmed.

After scouring the store for half an hour, I inquired about said item. “Yeah, we don’t carry any larger items in this location, we don’t have the room”, quipped the woman behind the counter. She was quick to get back to counting a list of something clearly more important than serving a customer.

Third Shop (0-3)

The third store was also out of stock.

The manager told me that she was expecting more “in a couple of weeks”.

I thought to ask about going on a call back list. No can do.

She walked away quickly flashing her forged half fake smile.

Busy Busy.

I have worked in retail - it is very tough to be on your feet and deal with guys like me who "saw it on the website".

Are these just strange random accidents? Is customer service alive and well? Are customers important to you?

knealemann
Helping you integrate all you do with all you do.

image credits: brandingtheman | thesun.co.uk

Will Your Customers Line Up?

If you are from or have ever been to Canada, you know of a phenomenon like few others on earth. It is a cultural and business marvel. And it is named after a legendary hockey player who was one its co-founders.

Tim Horton’s (not a client) is one of the most successful franchise models in North America.

What the company does best is stick to what they do well. It amazes most experts that they can introduce new products all the time and all the while sell hundreds of thousands of gallons of coffee each year.

What is equally amazing is that most of their customers (present company included) have perfectly good coffee makers at home, but prefer to line up with their fellow java junkies for a cup of Tim’s finest.

The future of building relationships and product awareness is through brand experiences customers can share with each other. It is getting increasingly more difficult to rest a sound business plan on financing options and color selection. People want more.

But in the case of Tim Horton’s, it’s not the most exotic coffee on the planet; it’s certainly not the fanciest joint on the block. While others try to dress up the customer experience with high back padded arm chairs and CDs featuring acoustic compilations, sometimes the right model is to get your customers in and out of your store with exactly what they want and expect from you.

For that, they will line up.

@knealemann
Helping you integrate all you do with all you do.

Customer Service: Important? Really?

Marketing propaganda can backfire.

I am not the type who enjoys hopping in the car and heading to the mall to have a look around.

Strategic objectives are not just part of my day job. An actual map and a plan help with such excursions. No map? Not good.

Research and strategy are requisite.
The urge to shop is rare.

I had one such day this weekend. I had two specific items I wanted to purchase. I scored the first one in about twenty minutes. Four hours later I returned home having failed to accomplish the second one.

First Store (0-1)

The first store – which I found online and researched extensively – was out of stock.

The "customer service rep" was quickly on to his next avoidance.

I pushed my cart of about $75 in impulse buys next to the counter and walked out of the store.

Second Stop (0-2)

Store number two was part of a larger chain where all items are featured on a central website. To find the location nearest you, just click the "store locator" tab on the top of the screen. Items and location confirmed.

After scouring the store for half an hour, I inquired about said item. “Yeah, we don’t carry any larger items in this location, we don’t have the room”, quipped the woman behind the counter. She was quick to get back to counting a list of something clearly more important than serving a customer.

Third Shop (0-3)

The third store was also out of stock.

The manager told me that she was expecting more “in a couple of weeks”.

I thought to ask about going on a call back list. No can do.

She walked away quickly flashing her forged half fake smile.

Busy Busy.


I have worked in retail - it is very tough to be on your feet and deal with guys like me who "saw it on the website".

But are these just strange random accidents? Is customer service alive and well? Are customers important to you? Really?

@knealemann
business. marketing. social media. communications.

image credits: brandingtheman | thesun.co.uk

Metrics Can Kill Your Business

Promises Promises

You want to take your significant other out for a nice dinner. Maybe you’ll check out that new steak joint? They had those cool commercials on the radio. There was also that direct mail piece and a billboard downtown touting the best Kobe beef this side of Tokyo. Decision made. Reservation for 7:30.

Fine Print Irrelevant

What they didn’t tell you in the advertising was that there is a mandatory $10 parking fee. A bit annoying and scam-like. Still not fazed, you head inside. You are met at the threshold with a line-up. Not a bad thing, it means this new place is doing well and you’re not worried, you have a reservation.

Service On Hold

At 7:45, you inquire with the snappy dressed guy at the front if your table is ready. He doesn’t take his eyes of the calculus that is the restaurant floor plan and barks that the kitchen is busy, they are new and all reservations are 30 minutes behind.

They Won't Make A Fuss

It’s a nice night out, why spoil it with complaints so you go back to the bench and wait quietly. Several minutes later a woman approaches you with two white cards. On one side is the restaurant’s logo and on the other is a questionnaire.

Survey Says

They want to know your demographic, how you found out about the place, how many times you go out for a meal each month, how much alcohol you consume in a year and for your trouble your name is put in a draw for one free dessert on your next trip - if you go to their website and register.

It’s 8:05 and burgers sound good about now. Almost an hour of your life not to return and it was all about them.

Potential Is A Dangerous Word

Before getting caught up in metrics and cost per point, number of impressions and average quarter hours, surveys and coupons, be careful people don't walk out before you get a chance to help them as customers.

@knealemann
knealemann at gmail dot com

Helping you better utilize all media.
How to make it, use it and profit from it.