NEW YORK TIMES BESTSELLING AUTHOR ROBERT SHEMIN OCT. 26 , 2011
NEWSLETTER News from Robert’s Road Have you noticed this service SUCKS!!
Have you experienced bad service lately? The snotty lady at the post of/ice, the condescending bank teller, the rude waiter to whom you don’t want to complain in fear he’ll secretly spit in your food…‐ and he just might! The package noted “handle with care” arrives looking like it’s been through a rugby tournament...and we take it! But do we have to? Here some other common examples you might be able to relate to:
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While I’m still chewing on this I receive a phone call from my PR agent who is at the bank trying to cash a check but supposedly the signature didn’t exactly match the one in the computer. They insist they cannot speak to me over the phone but that I should come in person to resolve the issue. Now mind you I ‘ve been writing checks to this person for years and if they just took a minute to check they would /ind it in their records but no! I get to miss my meeting and instead spend my morning at the bank!
The question at hand is: What ever happened to good service? The old “ the customer is always right” standard has No phone calls returned given way to “ if in doubt just say no”, leaving the consumer at The bank treats you like a robber, not like a customer the shorter end of the stick, frustrated and unsatis/ied. You’re stuck in voicemail hell Customer satisfaction has in fact become an Oxymoron and There’s a recession but no one will take care of you many of us have gotten used to a standard we once would The airline cancelled your /light, lost your baggage and have considered unacceptable. they act like it’s your fault
Sound familiar? Just this morning I had the door of the concierge lounge of the Marriott slammed in my face (mind you I spend over 100 nights a year in this hotel chain) and in the rudest manner was ordered to “go back downstairs and get a card that works!” Ironically these very same people downstairs are the ones who gave me the malfunctioning key card in the /irst place! So should I really be snapped at like a 6‐year‐old schoolboy or would some “customer service” be in order here?
Now let me be clear: I am not saying one should complain about every minor hick up (note the of/icial disclaimer!) What I am however suggesting is that we take action and let people know we expect and demand better from the establishments we frequent or we will cease to patronize them! Maybe they wont get it the /irst time but at complaint number 5 or 6 it most certainly will make an impact! Be reasonable, be kind but do ask for better!!
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NEWS FROM ROBERT’S ROAD
OCT. 26, 2011
Every business owner and manager can use these strategies to ensure a high standard of customer service: 1. Have management actually use their companies’ services: Use your own tellers, call your own voicemail, survey a percentage of your customers and ask for their feedback. 2. Train your people to create a culture of excellence and test them. 3. Make incredible service and your customers your focus. Deliver more than you promise and give your customers surprises. If management would make customer service their focus their bottom line would go way up with more happy customers. The customer was once King and if we all work together will rise again!
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