It Only Takes One Person…

 

One person can make a bad experienceI think sometimes we lose sight of how much of a difference one person can make when it comes to customer service – in good ways and in bad.

A story went viral a few years ago about an Abuelo’s waitress who decided to alter a customer’s bill and give herself an additional $10 tip.  Needless to say, this is not behaviour that this, or any other, restaurant chain would accept.

“I Will Never Eat There Again!  Thieves!”

But, all it took was a restaurant manager who did not appear to take the matter very seriously for the customer to turn to social media.  There are now over 600 Facebook “likes,” and over 80 comments such as, “I will never eat there again! Thieves! She should longer have a job nor should the manager!”

One waitress.  One (very bad) mistake.  One poor management decision.  How many thousands of dollars will be lost in the ripple effect of this?

Sometimes we hear people question the value of  customer service training, rigorous coaching and relentless support for the people on the front line.  This story is an example of why it is so important to be vigilant with both our customer service and leadership standards .

It Only Takes One Person…
You might also be interested in:

It’s Not Customer Service, But… Well, Maybe It Is

 

One of my greatest role models for this philosophy, interestingly, isn’t actually in a “customer service” role – maybe never has been. Bill Gates is best known as one of the most successful entrepreneurs the world has ever known. But more recently, over the last decade, he and his wife Melinda (another of my role models) have made it their mission to make the world a better place. To fight horrible diseases such as aids and polio, reduce child mortality, and end poverty. They have helped save tens of thousands of lives.

Read More »
Posts by category
Winning at Work Newsletter

Cranky Customers?

Crazy Coworkers? Bad Boss? Challenging Employees?
Looking for Tips on Success at Work?

Free – once a week in your inbox!
(And 100% spam-free!)

Outstanding
Customer Service Training
The best customer service training programs

Contact us today to learn how The Belding Group can help you stand out with outstanding customer service.

Do you have your copy of The Journey yet?

Winning at Work Newsletter

Cranky Customers?

Crazy Coworkers? Bad Boss? Challenging Employees?
Looking for Tips on Success at Work?

Free – once a week in your inbox!
(And 100% spam-free!)