Give them a shout out!

This post is a shout out to Eva and Liliana and some big gangly kid whose name I gotta find out.  All of these superlative customer service experiences happened in the last 24 hours.

Liliana was gracious, charming, funny and efficient as she sold me a wristwatch at the Kmart on Patton Ave. yesterday afternoon. I felt totally at ease with her.  She really knew her stuff – and was completely unflappable as I turned into Mr. High Maintenance.  “But I don’t want to hold on to my receipt – I lose everything.  And i don’t want to save the warranty brochure for the same reason….Keep it handy?  If I kept handy everything I want to not lose, do you know what my room would look like?  Can I hire someone from your department to come out and set up a filing system for me?”  She totally got the humor of all of this shtick and we had a great old time.

My new wristwatch has all the features I want, including a countdown timer! And I honest-to-god will sometimes think about this phenomenal kid Liliana when I use it. Good customer service makes a difference!

My new wristwatch has all the features I want, including a countdown timer! And I honest-to-god will sometimes think about this phenomenal kid Liliana when I use it. Good customer service makes a difference!

On my way out, I chatted with my friend Shirley, who works with me at the grocery store and moonlights at Kmart (she’s amazing).

“Shirley, this girl is phenomenal – who can I talk to about her?”

“I know – she’s fabulous.  Can you believe she’s a high school girl?”

“No, she’s way too mature and grounded.” (I guess I gotta get over my stereotypes of high school kids.)

“Go to the customer feedback website – it’s at the bottom of your receipt.”

I made a pact to myself I would do it before bed, which I did not.  I will not publish this post until it’s done.

The kid at the sandwich shop last night – the scene of the “Go away!” caper described in yesterday’s post – was Mr. Charm, Mr.Pazzazz.  He was a real showman.  He was also great at customer service – catering easily to all my little requests for my sandwich.  He also did a neat little upsell: “Sure you wouldn’t like a good draft beer to go with that?”  I hadn’t thought of it, but it seemed like a good idea.  I got a terrific amber beer from a local brewery (Altamont) that I had never heard of – the sandwich was better for it.  It occurred to me to try to talk with someone about him, but there didn’t seem to be anyone around and I let go of it.  As I was leaving, this kid was totally delighting a group of six college students.  (I bet he’s a high schooler too.)

(Not the same sandwich shop - just a stock photo) Little life moments that go well: He gets happy when I ask him to grill it.  He seems happy to be there.  He seems to like me.  It all put me in such a good mood!

(Not the same sandwich shop – just a stock photo) Little life moments that go well: He gets happy when I ask him to grill it. He seems happy to be there. He seems to like me. It all put me in such a good mood!

Eva took care of me this evening at the CVS on Smokey Park.  When I had been there on Sunday I had a good experience with a young woman cashier who seemed determined to not make eye contact with me.  I just kept praising how skilled she was at manipulating the cash register (which she genuinely was, apparently this was her comfort zone) – as we dealt with a refund, an online coupon and two gift cards – until she loosened up and even smiled, just perceptibly, at me.

Eva, on the contrary, was a dream.  She took me to everything I wanted and acted like I was the customer she had been waiting for all day.  I guess maybe I was.  After I had harvested all my stuff, I passed on the shorter checkout line in order to get her, praised her for the second time and asked, “Is there a manager around that I can tell about you?”  “Oh that’s not necessary.”  “No I want to.”

The manager, a 45ish woman, was called and obviously knew about Eva.  “I love my Eva – I miss her when she’s not here.”  After I had given very specific detail about what Eva had done right, I told them both about my customer service blog – and they both seemed very interested to check it out.  (You can tell your customer service people about it too.)  Eva is either in high school or not long out.  These kids sure explode the stereotype of high school kids giving terrible customer service.

Writing this post has got me more committed than ever to try to make sure that every great customer service person I encounter gets recognized.  I got the brochure from the sandwich shop last night and am going to call that phone number, starting as soon as I finish writing this post and until I reach some manager to tell about that kid.  I won’t publish this post until I get both of those feedback things done – it’s too easy to let them go!

I think we all have an investment in getting better customer service.  Focusing our attention – and management’s attention – on what’s going right can make a difference.  And it can really make some high school kid’s day (and they may end up being a supervisor or a store manager).

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4 thoughts on “Give them a shout out!

  1. Ok…I always say “Thank you so much” Or something like ” love your great hair or nails” to the cashiers but I guess I need to up my game. I really appreciate these folks who work long hours on their feet and have to deal with a lot of grumpy folks in a face paced job which does not pay well. You got me thinking,,,again!

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  2. Giving them any kind of a compliment is great – you are engaging them, letting them be real. Even a good solid thank you with eye contact goes a long way. But if there is a chance to appreciate something about the way they served you, that’s awesome – catch them doing something right.

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  3. Hi Majo….just now catching up on some of your postings. I’m glad that I’m not the only one who makes a point of letting “higher ups” know when someone has done an exceptional job. For years, I’ve focused on people at large companies (like ATT, insurance companies, etc.) who have been extra patient and helpful and always asked to speak to their manager/supervisor about their performance. Recently I had an exasperating experience with my DSL service through ATT and spoke with many CS people about my problem. I was at the point of really losing my temper (something I’m not proud of….but I was enormously stressed and out of sorts over this particular problem which had occurred several times) when I got connected to a (young?) man who, not only solved the problem that no one else could do, but was sooo patient with me (a techno nerd) through some outrageous circumstances (my landline wasn’t working and my cell was out of juice and when I used the cell charger the cord wasn’t long enough for me to reach the back of my pc where all the wires were that he was guiding me through – and – as if things weren’t challenging enough, we couldn’t hear each other and both were YELLING and REPEATING endlessly in order to communicate). Anyway, he was really super terrific and I emailed his supervisor about him.

    Phew….didn’t mean to go on and on like this. Just wanted to shout out to a kindred spirit who also recognizes caring people who cross his path.

    See you in the check out lane! Rachel

    >________________________________ > From: Real life in the checkout line >To: rsternberg1@bellsouth.net >Sent: Thursday, December 18, 2014 6:12 AM >Subject: [New post] Give them a shout out! > > > > WordPress.com >Majo posted: “This post is a shout out to Eva and Liliana and some big gangly kid whose name I gotta find out. All of these superlative customer service experiences happened in the last 24 hours. Liliana was gracious, charming, funny and efficient as she sold me a ” >

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  4. Rachel – I think this is a fabulous story, thanks for it. I’ve had some really good experience with tech support people – who (at least some of them) seem to get more excited the more difficult the problem is to fix. They just love a challenge, bless their techy little hearts. I still drop the ball sometimes about letting someone (and/or their boss) know when they do good, but I’m committed to getting better.

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