MONDAY, JULY 24, 2017
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Are You a Good Customer?

Being in the business of customer satisfaction keeps us focused on making sure that our customers get the best value and service possible.When a customer tells us we did a great job, it is the ultimate measure of success.Try changing hats for a minute and think about how you rate as a customer?

Living in an age where we arefrequently provided excellent products and services, we sometimes forget the time and effort required to make it so.Last week, for some unforgiving reason, I found myself in an incredibly long line for window service at a fast food chain.To my delight, the line moved very quickly.As I drove up to the food pick-up window, I glanced into the area where the service team was running in circles – looking a bit frazzled as they jumped to fill the next order.When they handed me my food I said, “Your service was really great today.Thanks (smile).”There was about a2 second pause as the three folks at the window gave me a blank look and then they all three broke out in the biggest smiles I had seen all day.As I drove off I realized that as a customer, I should be just as quick to give praise as I sometimes am to complain about things that aren’t quite right.I vowed to become a better customer.

So next time the drive-through line moves fast, the sales clerk does all the right things or the department next door meets your tight deadline, let them know how much you appreciate their good work.You might find that it feels just as good to give a compliment as is does to get one :)

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Comments

Vincent Chin

Gianna, it’s great customers like you providing that motivational factor to the people behind the counter in delivering that extra mile. Makes a difference and is contagious. Next customer gets service n+1 because of motivated staff.

Reply
Steven Bonacorsi

Hi Gianna,

Excellent topic, often when I am training Belts on the Voice of the Customer, I mention that there are 2 types of customers:

1. Those "Good Customers" that take the effort to pause and give us feedback (hopefully respectfully as you point out)

2. Those "Bad Customers" that decide not to share their feedback, they often just leave us and take their business elsewhere

Customers are not always easy to work with (people can be sensitive, feel unsafe, have agenda’s, emotional fireworks, etc…) but when we take the time to really get to know them, really listen and understand them, then we learn to even like some of the craziness they can bring into our lives.

Warm Regards,

Steven Bonacorsi
Lean Six SIgma Master Black Belt

Reply
amber

Gianna,

I am a manager at a local McDonalds and I am the one of the first that has to deal with customers every day!! I love to work with people….. but…. sometimes you get the customers that constantly complain or try to find any little thing wrong!!! I just keep a smile on my face and keep on working and try to fulfill any of their needs. Just sometimes it is hard, as a customer, to relize it is a job and everyone tends to have a bad day here and there, or on any shift at work there will be mistakes…. you just have to go with the flow and try to have a great day!!! I like the customers that give feedback and it is nice to hear that there are still customers that compliment their service… b/c when I am complimented, it makes me feel good and helps the night go better!!! Most people just call us burger flippers and we are going nowhere in life and I take that as an insult…. I am working my way through college and may keep going and end up working McDonalds… especially if they offer me a good career opportunity… there is more there than people think!!
so to conclude… Thank- you for being a good customer!!

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