CLASSIFIEDS PROFESSIONAL DIRECTORY

Sometimes people have the right intention, but the wrong execution. We try to do the right things, but either stupidity or a really bad management decision gets in the way. What I am going to describe has happened to all of us and what amazes me, is it still continues.

You go into a retail store or you call a business from your home telephone. For sake of argument, let’s just say it was a cellular company named “Horizon.” You were pushed into a lake and your cellphone was in your pocket and isn’t working due to it being soaked with pond water.

You ask the nice person on the phone or in person if you can get another phone and naturally pay some sort of charge or fee for the accident that just happened to you. The person says, “No, there is nothing we can do, unless you have the insurance policy, and a new phone is $299.” The customer service rep did not look at your records and see that you have been a loyal customer since 1988 or didn’t even try to help you by talking to a supervisor. They just gave you a plain flat out “no.”

The next thing said was, “Is there anything else that I can assist you with today?” Now, I just want to strangle them. Your inside voice is saying, “Hey Sparky, you did not help me with my reason for calling or stopping in, and now you are asking me this ridiculous question.” Your outside voice says, “whatever,” and now you hang up or leave the store even more frustrated.

I do not blame the employee or the customer service rep. I am angered at management. Someone has trained them to recite this idiotic phrase after they think they might have helped a customer. What a stupid thing to say to a customer after you haven’t done what they have asked for, or even helped them with respect to their problem or concern.

Sometimes upper management is too far removed from the situation and this type of decision to utter that insane phrase came from a lower or middle management associate trainer or supervisor that should be fired for having zero common sense.

I will never forget the time when I was conducting a workshop in Florida for a utility company and the CEO was telling me how great their customer service department was. I asked him when was the last time he called in as a customer with a problem or a question so he can really have a true reality check of his company. He said he has never done that. I proceeded to have him call in on his cellphone to the main number and then to customer service.

After he was on hold for close to 22 minutes, I thought he was going to have a stroke. He was not only embarrassed, but also frustrated at the situation he was never aware of in the first place.

I guarantee you that if he called the Horizon store and I was the CEO of that company, and the typical response was, “No, but is there anything else I can do for you,” the department would have a new supervisor, new training manual and a computer screen that would not have those words pop up for the customer service rep to blurt out to you.

Great companies have policies, procedures and follow-up training that encompasses good old-fashioned common sense, and once in a while, a really good reality check.

Hal Becker is a nationally known speaker on sales and customer service. He is the author of numerous business books including two national best sellers “Can I Have 5 Minutes Of Your Time?” and “Lip Service.” Hal’s newest book on sales is titled “Ultimate Sales Book.”

Professional Directory

Elder Care

HAPPYTIME

ALL OCCASIONS

Music For All Ages. Full-time, Friendly, Professional Service

DJ "Jammin' Joel" Weiner 440-460-1030

Elder Care

VISITING ANGELS

SENIOR HOMECARE

Personal care, meals, laundry, lt. housework, shopping, companionship Refs. & Bkgd. checks. 216-231-6400

General Cleaning

Let me help you clean up for the Holidays!

Quality Cleaning

Commercial/Residential 20 years experience Adrie 216-921-6929 Maria 216-310-6160

HOUSE CLEANING

EAST SIDE

GREAT PRICES

Weekly, bi-weekly, monthly or one-time cleaning. 20 years exp. References. 440-915-5653

Hard-Working Cleaning Woman 25 year's exp., Hand-washing floors, Attention to detail, Excellent references Maria 440-537-9784

Painting & Decorating

Elder Care

I CAN HELP HOME CARE

Elder Care

Liquidators

ADDRESS YOUR MESS! Moving? Downsizing? Need a sale, buyout or help dismantling your home? Call Andrea Backer for a free consult

References 216-509-3422

Handyman

Quality care, compassion, integrity & respect are our NUMBER 1 PRIORITY www.ICanHelpHomeHealth.com 216-691-9768

HOME HEALTH CAREGIVERS

If you are in need of caregivers for your parents, I can recommend two well qualified, excellent, caring, warm, honest individuals who took care of my father for many years. Both of these ladies have become a part of our family and I would like to help them find a new job.

If interested, please email Craigriverstone@yahoo.com or call my cell (216) 496-7499

Painting & Decorating

BEAUTIFUL INTERIORS & EXTERIORS by a very fussy painter. Restore woodwork, walls, & wallpaper. Decorative finishes & paper hanging.

JAMES A. HOLLO 440-237-4681

P & W

Home Improvement

Landscaping

ProView Landscaping

Residential/Commercial Snow Plowing & Landscaping Service 440-520-9664

Pest Control

PATTON

PEST CONTROL

Family owned and operated, serving Northeast Ohio since 1964. 440-338-3101

"Protecting Health & Property" Big enough to serve, small enough to care. Ask your neighbors about us!

Plumbing

GEM PLUMBING

Interior & Exterior painting, drywall, plaster, tuckpointing. Violation corrections. 216-978-0494 440-646-1890

TED STONE & SON Int/Ext Painting, Water Damage, Repair, Plastering, Powerwashing. Very reasonable! 216-299-5560

Specializing in residential plumbing repairs. Faucet, toilet & lavatory replacement. Drain & Sewer cleaning. Gas Lines & Water Heaters. On-time appts. Quality guaranteed. Father & son operated. Angie's List. License #18968 440-461-0546

EMERGENCY SERVICE

Plumbing, heating, sewers. We solve all your plumbing problems. Dano 216-410-8410 440-449-5871 216-752-7060 state id 19636

Cedar Road

Available immediately

Walking distance to Shul, restaurants and Legacy Village. 2 bedroom,