Truth in Customer Service

I was told that a Publix prescription fill of amoxicillin would take 15 minutes…45 minutes later I’m still waiting!!! FYI. it’s a free prescript but next time I’ll pay the money and go to my regular phamacist!!   Truth in customer service says a lot about a company.

Add on: I was at fault for waiting around.  The prescript was ready in 15 minutes like they said; but no one remembered my face with the prescription.  I don’t know what they were thinking about this woman casing the pharmacist, but I never spoke up.  If you don’t speak up; you will not get heard.  You are partially to blame.  From a company standpoint; what if you have customers that won’t speak up, but they’ll go blog about it and tell everyone what a bad job you did.   My assumption was based on the fact that they took my phone number. I thought they would call.  So who’s in the wrong?  Both of us.

You have the right to speak up as a consumer. Don’t be a wuss.  Think of it as being helpful – in my case – I need to learn to 1) be patient and 2) speak up.

Publix, next time you see someone pacing in front of the pharmacy for 1/2 an hour or more; go out of your way to ask if they need any help… sheesh! Especially when there are 4 of you back there…

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NTB Shows their Customer Service

My Saturn Ion has been bugging me with an annoying binging noise every now and then to remind me that it’s time for an oil change. Finally I give in and go to NTB (told them they should change their name to NTBO). I finish a phone call in the car then walk in. The guys have already put in my tag # (that’s a license plate to Northerners) and are already looking up my name and history. “What can we do for you Ms McInerny?” Wow! Take notes service organizations!! These guys (and gals) will definitely get my business again. (NTB National Tire Battery.)

And the winner is…

Me!  I applied for Teacher for a Day presented by the Cobb Chamber of Commerce.  October 1st, I shadow and 8th grade math teacher; Ms. Lile at JJDaniell Middle School…I’ll try to blog it during the class day if possible.  Might Twitter it at NotesFromKris; whichever I can get away with.  Hope they don’t take my phone away from me!

The Cobb Chamber of Commerce, in partnership with Cobb County and Marietta City Schools, will coordinate the 2009 Teacher for a Day (TFAD) Program in nearly 60 schools.

We’ll see if my customer service (over the phone) gets by a bunch of 8th graders taller that me…

Oppression of the Web Designing Masses

No this doesn’t have a religious agenda…

Time and time again I have to keep reminding myself that “the customer is always right”; but there are a lot of times in my web design and marketing career that I beg to differ on this outdated mantra and yet give in to the old standby; reluctantly.

Experience matters, doesn’t it?

Typically when I give my designer(s) a creative brief for a custom template, I try to be generic in nature stating the target audience, the business focus, primary and secondary links and the call to action(s).  In the past, 9 times out of 10 when I get the comp back for client review, it’s approved with very minor updates; lately that number has decreased in that the client had a certain view in their mind of what it should look like.  The masses are oppressing and it’s stressing me out.

I’m better with examples…

I reviewed a splash and an internal comp with a client this morning.   With some hesitation, she says that the sales guy didn’t tell her it would look like this.  I tell her that we need to trust the designer and the sales guy is merely providing guideline elements, but still, she insists that this wasn’t what she had in mind.  A part of me wants to fight this battle and had it been a ‘basic’ comp creation, I would have fought harder, but since they are long running customers and it IS in both of our best interests to comply, I complied.

This goes along with another post I had in mind, along the lines of How to Win Friends…(Carnegie); sometimes it isn’t worth the battle if it is just to prove a point.  In this case, the ‘point’ is so subjective that it wasn’t worth the battle.

In another case, I’ve been going back and forth with another production team that wants us to create a fully Flashed site.  Their client has been adamant about using their team but is stuck on a low price (I want that Corvette, but I only want to pay for a Chevette.  One week later…ok, I STILL want the Corvette, but I will pay for a Malibu.  One week later…ok, I still want the Corvette, minus the fancy wheels and I will pay for a stripped down Silverado.)  Red flags go off in my head left and right.  He has just copy on the pages and still he wants Flash; he doesn’t care about search engine optimization, he just wants a site that has horizontal navigation that goes beep and boop when you click on the links – really!   Again, I believe I know what’s right in this case, but should I give in and put on my high heels and fishnet stockings?  Or should I fight for decent websites everywhere?  I am open to both models.

Then there’s Template Monster…

Letting it Ride…

Not all decisions in life need to be fully thought through with if/then scenarios and alternate plans.  Sometimes you need to be able to adjust accordingly depending on the situation.  Let’s say, for instance, that you have a deadline at work and it’s a company that sells aviation artwork.  You have created a campaign for them to notify their users of a desktop background that will be available for download.  Is this time critical – really – is it critical that a background make it to your client by a certain time?  Sometimes – maybe it’s related to a timely event, like the election or the release of a new aircraft that only the artist has seen and rendered.  First to market might be critical.  In reality, you need to look at the big scheme of things whereby quality control would be more important than deadline in this matter.

Take going out to eat as another example.  Does it really have to be thought through to the nth degree of who and what exact time you will be meeting.  The place would be the critical factor so that everyone gets someplace.

Personally, I like a mix of both worlds and I definitely turn off my brain when small tasks are overthought.  Sometimes the simplest solution is the best.

How to get along with people…

Ok – so maybe it’s not all about men.  In terms of dealing with people in general: the unruly, the unreasonable, the control mongers, etc.  They are always right.  Until we turn them into educated listeners.  That’s the trick.

Learn phrases like “hmm…that’s an interesting idea” or “I see…”; keep the sarcasm out of your voice (some of you may have to practice).  Really try to hear what they are saying because sometimes it seems analytical or outright inane, but all in all, they’re worth the work.  Lessons learned at home can be applied at work to any gender or personality type and vice versa.

Don’t let the little stuff get to you and never confront an issue on an emtpy stomach or full mind; ok, not ‘never’ – my husband would correct my superlatives – sometimes you just have to be aware.

Try not to bring your baggage on the trip or you’ll find that items may shift in the turbulence.