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Other Added - Service Without the Smile or Common Sense
Bar codes are a series of vertical bars of different width, in which digits from zero to nine are represented in a dissimilar pattern of bars forming a code that can be read only by a laser scanner. It is representation of machine-readable information on a visual surface. These codes are found on consumer products and are specially used for inventory control.There are different types of bar codes such as one-dimensional bar codes, which use the width of the bar code to encode just a product or account number. The second type of bar codes includes DataMatrix, MaxiCode, and PDF417, whic
1. Customers are more demanding, will spread bad service news faster than ever before with the advances of technology, and have more options of other providers if not completely satisfied.
2. The casual atmosphere invading so many workplaces in the United States has led to casualness about service and customer interaction. “So, dude, how can I help you?” may be acceptable at
People who talk about doing something, yet take no action end up frustrated. They have a tremendous idea, it germinates, and is fertilized a little bit. In the end; it dies. Why did it die? The "art" of taking action was probably not understood. To build a successful business you must learn to take action. It is really a simple concept; however, it is not easy to accomplish.Fear is the biggest enemy. Fear paralyzes so many people. It robs them from the success they should be enjoying. It is much easier to "play it safe" and not take the next step. Taking the next step requires action
Recently I met with a client for whom I have done a number of programs. We have a routine for our programs, and as always we maintained our routine. We meet at the same hotel. The starting time is not too early, but also not late enough to take away the participants’ entire day. Management provides donuts and bagels. The staff graciously shows up on a Saturday morning for sales and service training, without grumbling -- in fact, eager to be here. Says something about the quality of the staff! The CEO opens the meeting with favorable comments about the positive accomplishments the staff has performed since our last training session a few months back. And off we go to learn how to do it even better.
We check our plans before the meeting starts, and everything is set, except … we have a podium mike (which I never have used) and no Powerpoint projector (which I have always used.) The hotel has broken its routine of always having the needed AV equipment.
But we have plenty of time before we are to start the program, so I go see what can be done to get us back on track. The manager on duty says they don’t have a projector, and the company they rent them from is closed on Saturdays. Apparently the lady who took this room order is new (inadequately trained for the position the hotel expects her to perform) and didn’t make the right arrangements. But never fear, the banquet manager can take care of this issue, but he is on his way in and still an hour away. I tell the duty manager we can make do for an hour.
The hour passes. Then another 30 minutes passes. At a break the CEO goes to inquire about the projector he ordered and which has never arrived. The banquet manager informs him there is not one on property, but he can call in the audio visual contract company to bring one. It will take another hour and since this is an emergency request, it will cost the customer $500. For essentially a half hour rental? Because one of your own employees failed to properly record the request? For a repeat client who will also be needing space for the coming year for at least four more programs?
The irony of this service fiasco during a service training session was not lost on the group, and became a great example of how your brain can abandon common sense and just not think!
Why do we stop thinking?
We all have stories like this, and we are astounded that an experienced person in a position of authority can make such bonehead decisions and comments. But they happen thousands of times a day.
If you are in a service-providing position (if you have a job, this means you!), you must constantly remind yourself to be focused on service. We all have bad days or are preoccupied with personal distractions. We may have just finished dealing with a high-maintenance customer that did everything to get under our skin and left us in a not-so-service-friendly attitude. Does that mean we unload on the next person? No. Do we have to work hard to maintain our professionalism? You bet. I think we have to work harder now more than ever for two reasons.
1. Customers are more demanding, will spread bad service news faster than ever before with the advances of technology, and have more options of other providers if not completely satisfied.
2. The casual atmosphere invading so many workplaces in the United States has led to casualness about service and customer interaction. “So, dude, how can I help you?” may be acceptable at
It works:Because the Advertising Agencies tell you it works without producing one iota of evidence to substantiate their claims as to the exclusive increase in sales that one advertising campaign has produced!It works because we live in an over informed society, and the agencies are working very hard to increase the quantity (but not quality) of clutterIt works because the customer has become immune to advertising, so Advertising Agencies are attempting to cut through the clutter with brilliant creative work.Advertising works – especially now that it is moving ont
We check our plans before the meeting starts, and everything is set, except … we have a podium mike (which I never have used) and no Powerpoint projector (which I have always used.) The hotel has broken its routine of always having the needed AV equipment.
But we have plenty of time before we are to start the program, so I go see what can be done to get us back on track. The manager on duty says they don’t have a projector, and the company they rent them from is closed on Saturdays. Apparently the lady who took this room order is new (inadequately trained for the position the hotel expects her to perform) and didn’t make the right arrangements. But never fear, the banquet manager can take care of this issue, but he is on his way in and still an hour away. I tell the duty manager we can make do for an hour.
The hour passes. Then another 30 minutes passes. At a break the CEO goes to inquire about the projector he ordered and which has never arrived. The banquet manager informs him there is not one on property, but he can call in the audio visual contract company to bring one. It will take another hour and since this is an emergency request, it will cost the customer $500. For essentially a half hour rental? Because one of your own employees failed to properly record the request? For a repeat client who will also be needing space for the coming year for at least four more programs?
The irony of this service fiasco during a service training session was not lost on the group, and became a great example of how your brain can abandon common sense and just not think!
Why do we stop thinking?
We all have stories like this, and we are astounded that an experienced person in a position of authority can make such bonehead decisions and comments. But they happen thousands of times a day.
If you are in a service-providing position (if you have a job, this means you!), you must constantly remind yourself to be focused on service. We all have bad days or are preoccupied with personal distractions. We may have just finished dealing with a high-maintenance customer that did everything to get under our skin and left us in a not-so-service-friendly attitude. Does that mean we unload on the next person? No. Do we have to work hard to maintain our professionalism? You bet. I think we have to work harder now more than ever for two reasons.
1. Customers are more demanding, will spread bad service news faster than ever before with the advances of technology, and have more options of other providers if not completely satisfied.
2. The casual atmosphere invading so many workplaces in the United States has led to casualness about service and customer interaction. “So, dude, how can I help you?” may be acceptable at
Provisional figures released in October by UCAS for the 2006 year intake show that 868 people enrolled in degree or degree equivalent courses in complementary medicine this year. If you add in to this figure the number of people choosing non-degree courses and entering the profession, then the number is likely to be in excess of 2,000 people this year alone. The UCAS data shows that this is up around 37% on last year and is rising at a faster rate each year.But what does the future hold for the estimated 20,000 complementary and alternative healthcare professionals in the UK?We
The hour passes. Then another 30 minutes passes. At a break the CEO goes to inquire about the projector he ordered and which has never arrived. The banquet manager informs him there is not one on property, but he can call in the audio visual contract company to bring one. It will take another hour and since this is an emergency request, it will cost the customer $500. For essentially a half hour rental? Because one of your own employees failed to properly record the request? For a repeat client who will also be needing space for the coming year for at least four more programs?
The irony of this service fiasco during a service training session was not lost on the group, and became a great example of how your brain can abandon common sense and just not think!
Why do we stop thinking?
We all have stories like this, and we are astounded that an experienced person in a position of authority can make such bonehead decisions and comments. But they happen thousands of times a day.
If you are in a service-providing position (if you have a job, this means you!), you must constantly remind yourself to be focused on service. We all have bad days or are preoccupied with personal distractions. We may have just finished dealing with a high-maintenance customer that did everything to get under our skin and left us in a not-so-service-friendly attitude. Does that mean we unload on the next person? No. Do we have to work hard to maintain our professionalism? You bet. I think we have to work harder now more than ever for two reasons.
1. Customers are more demanding, will spread bad service news faster than ever before with the advances of technology, and have more options of other providers if not completely satisfied.
2. The casual atmosphere invading so many workplaces in the United States has led to casualness about service and customer interaction. “So, dude, how can I help you?” may be acceptable at
Registered nurse jobs are in exceptionally high demand and are a wonderful choice for people with the right skills. It is a profession which requires knowledge, precision, and carries heavy responsibility. Technological advances in medicine and pressure from insurance companies to avoid in-patient hospitalization has multiplied the registered nurse jobs. Registered nurses are essential for hospitals, home health care agencies, clinics and offices of physicians, outpatient care centers, temporary help agencies, government agencies, schools, and nursing homes.The most common areas in wh
The irony of this service fiasco during a service training session was not lost on the group, and became a great example of how your brain can abandon common sense and just not think!
Why do we stop thinking?
We all have stories like this, and we are astounded that an experienced person in a position of authority can make such bonehead decisions and comments. But they happen thousands of times a day.
If you are in a service-providing position (if you have a job, this means you!), you must constantly remind yourself to be focused on service. We all have bad days or are preoccupied with personal distractions. We may have just finished dealing with a high-maintenance customer that did everything to get under our skin and left us in a not-so-service-friendly attitude. Does that mean we unload on the next person? No. Do we have to work hard to maintain our professionalism? You bet. I think we have to work harder now more than ever for two reasons.
1. Customers are more demanding, will spread bad service news faster than ever before with the advances of technology, and have more options of other providers if not completely satisfied.
2. The casual atmosphere invading so many workplaces in the United States has led to casualness about service and customer interaction. “So, dude, how can I help you?” may be acceptable at
Careers in medical fields are full of responsibilities; the ability to remain knowledgeable about changing medical technology is very important. As time goes by, a career in the medical profession is more becoming of a challenge, adventure and competition.A medical career is often the most admired career in the world. A medical career is humanitarian, noble and undoubtedly holds a very bright future for those who are after it. In terms of money, this field is one of the most promising of all. But in order to get into the medical arena, one has to have patience and be willing to give
1. Customers are more demanding, will spread bad service news faster than ever before with the advances of technology, and have more options of other providers if not completely satisfied.
2. The casual atmosphere invading so many workplaces in the United States has led to casualness about service and customer interaction. “So, dude, how can I help you?” may be acceptable at the fast food drive-through window, but I don’t want to hear my broker with that tone.
I later found out there was a wedding reception that afternoon at that hotel. From my work with florists, I know that the mother of the bride becomes Godzilla when wedding plans are concerned, so I’m sure the banquet manager was thinking more about the monster of the day than the concern at hand. Still, that’s no excuse. A little creativity, a call to a neighboring hotel to borrow one they weren’t using would’ve solved the problem, and kept this customer’s business for 2007.
We all make mistakes and have to make corrections to ensure the customer is served properly. Customers rarely get enraged from the error itself; it’s how the error is handled that will cause the customer to explode or not. When we found out the projector wasn’t ordered and at best would be late in arriving, the anger bomb began to tick. The manager could either defuse or ignite the bomb. Unfortunately, he chose the latter.
How well trained are your employees to handle incendiary situations? Who is on your bomb squad?
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