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A Rare Service Week
I was in the middle of a great service experience (very rare for me to say) when I was struck with the guilt of not following up with Searls. It's just busy week but more offline in 2 weeks when the wedding is over. But I had a couple quick things to throw out there to the group since I happen to have had 2 of the rarest service expereiences this week. That's the problem- once you've been the CS MGR- nothings good anymore. Today at lunch I went to get an MRI for my back which I've been ignoring for only a year because I hate the health lack of care experience. Motrin's easier. When was the last time anyone had a great health care... uh.. well anything? I didn't even have time to sit more than 1 minute before they took me in and started by apologizing for the wait I didn't have???? Anyway, forget all that but during my 1 minute sit I saw in the window a black metal box with a key lock and an engraved plate on it which read "Suggestions". My first thought was man, that's a freakin snob box if I ever saw one. Engraved?Most suggestion boxes have that lame little padlock that comes with 2 lost keys and made of cardboard. But beyond that I was hit with how tainted I've become and how negative. First of all, in a high end MRI joint for sports stars... I was surprised to see a suggestion box. I mean, first of all if they really are serious about recruiting suggestions- surely they'll need a suggestion box the size of an armored car if we're covering health lack of care. Aside from that- didn't the physical suggestion box run away with the 8 track eagles greatest hits like decades ago???? I was tempted to bet the chick behind the counter $20 that she didn't have the key and if she did, another $20 nothing would be in there... and not just because they happened to have good service which is what the owner would say. And that made me think of Searls because he'd be giggling with me if he saw it. So I'm curious... is blogging the suggestion box of 2007 only with blogging someone actually cares enough to read them? Hmm. What do you guys think? Ya know, I ran a nameless electronics Service call center and we conducted 7,000 customer satsifaction surveys every month and of all the "suggestions" I gathered, reported 38 different ways...after 3 years I still was asking my COO..."when are we gonna act on some of the suggestions"? Then when I moved to the next company I found no suggestion box, no surveys just one COO who said- "I don't need a report to tell me what they want. I don't need to spend money on asking them, that's the store's job. I don't care what they want. I just care that they get what they want without saying a word. Just give um whatever they ask for". Those were my guidelines and the easiest thing for customers and amazingly, a very difficult thing for CSR's to absorb because they too have always been trained to say "no". Anyway, I'm learning about blogging (I know, way late) but wondered about this group's out of the box suggestions on the best way to get across to customers what the "suggestion box" intended but never really did. Chris Harvey Operations Manager www.BARFworld.com (BARF- as in puke? Nope- as in Biologically Appropriate Raw Food for pets) There are responses to this message:
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