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Posts Tagged ‘attitude’

If you get good service you may tell one or two people about it – BUT – if you get bad service you’ll tell everyone you know.

[tweetmeme] Just to prove that we don’t only speak up when we get bad service… let’s talk about some awesome service we’ve gotten lately!!

Kristen at Berkshire Bank in 20 Mall in Guilderland.  She is top-notch!  Michael had a problem with his account last week due to a mistake Price Chopper made. (One of many, they’re on my shit-list this week) Kristen was quick to get us in touch with someone who could resolve the problem.  She did it all with a smile in her voice and a good attitude.  I didn’t mention that we spoke with her over the phone.  Her positive attitude came right through the phone.  We called her manager Jason who was working in another location and he immediately rectified the situation.

We stopped in to thank Kristen and Jason in person the next day.  Kristen was there and we had a wonderful conversation.  We were sad to learn though that Jason was transferred to their Colonie branch.  Not as convenient, but still not too far away.  I highly recommend either of these two branches for your banking needs.

The other awesome service we received was at Max BMWMichael was in contact with them regarding test-riding a couple of motorcycles so he could talk about them on his biker blogCraig and Ben took the time to meet with us and answer all the questions we asked.  The dealership was quite busy since they were sponsoring an event, but they made us feel like we were the only two on their sales floor.

These days I won’t do business with a store who’s customer service ISN’T top-notch.  Tons of businesses compete for my attention, so why should I put up with rudeness or bad attitudes?

Where have you gotten awesome service lately?
Where has customer service fallen short?

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This was originally posted on my friend Lynn Hidy’s website Up Your TeleSales on May 31, 2010.

Who Will You Be When The Pilgrimage Is Over?

Rose Niekrewicz-Winters is a friend of mine, I met when we were both on a bus trip with a band in Ireland…. ‘nuf said. Instead of telling you, I’ve asked Rose to share her pilgrimage and thoughts about it:

It’s been quite a long pilgrimage.  I’ve traveled through the past year and a half searching for a job.  Not just any job, but “the” job.  I know, I know – in this economy many would say I’m a fool to NOT just take any job.  What those people don’t realize is that if I just take any old job and then if it doesn’t work out and they lay me off, it could jeopardize my future unemployment status.  The bottom line is that I’m picky.

Who

Some may say it’s all about who you know.  I’ve found that sometimes that just doesn’t matter.  I have over 600 friends on Facebook, over 200 members in the motorcycle club, I’m in, thousands of hits to my blog, piles of former clients….  The list goes on and on.  Nobody seems to know anyone who is hiring.  I keep my ear to the ground because all it takes is 1 “right person” to drop your name at the right time.

Who I will be at the end of the journey is hopefully someone gainfully employed and happy at my job.  Push that angle aside and I’ll also be a person who took the time to get to know hundreds of people in the process and did good things for others along the way.

What

What did I do to keep my sanity?  I helped others.  I spent time working on a charity poker run for a girl with optic nerve cancer.  I helped some friends whose house burned down rebuild their lives.  I volunteered to help do work to open up the Double H “Hole in the Woods” Ranch in Lake Luzerne, NY.  I helped out a friend who was in a motorcycle accident. I supported a friend whose daughter has leukemia and tried to help her spread the word about a fundraiser for her.  I tell friends that I may have an empty bank account and can’t financially contribute to everything I’d like, but I do have time and a bank full of good karma!

When

When did I find the time?  Being out of work many people assume you’ve got all the time in the world to run around and help them with their errands.  There is nothing further from the truth.  I look at my schedule lately and wonder “when will I find the time to work when I get that new job?”  When you get extra time in your life, life decides to throw things at you to fill the time!

Where

Where do you meet the people?  Anywhere and Everywhere!  I talk to people every chance I get.  I make friends at a local coffee shop, on vacation, at concerts, at networking events, online, through other friends….  I keep saying it only takes talking to the one right person to land that perfect job….

How

How I’ve dealt with being out of work so long is a common question.  The answer is by keeping a positive attitude.  I always keep in mind that nobody wants to hire a complainer who’s crying in their beer all the time.  So I’ve been careful not to be that person. At the end of the How Far Are You Willing to Travel article in the A Chip Off the Block newsletter some questions were asked.

How would you like it to be instead?

Obviously I’d like to be employed.  I’d love it to be with a solid company that’s willing to recognize and pay for a quality employee.  Those $10/hour job calls just frustrate me to the point of asking “Did you even read my resume??”

How open to new, sometimes crazy sounding ideas are you?

I started my job search very focused on a sales job.  Later I reflected on my career and realized I was selling myself short.  True I’ve held many sales positions as of late, but I also have done marketing, data processing, management, etc.  So pigeon holing myself was a horrible thing to do!  I later realized that opening myself up to other markets and other professions was a great idea and now I tell people that I’m keeping my options open and I’d love to hear their ideas, no matter how crazy they may sound.

Just last night a good friend told me that another mutual friend counts on me for my ideas.  Apparently I’m her “think tank” and I never knew it.  I’m analytical and try to think three steps ahead and my friend doesn’t normally think past the first step.  She let’s things unfold as they happen.  I’ve learned in life to think about the future because your actions today can make or break things.

How much effort will you put in?

I work hard so I can play hard.  Everyone likes to make money.  They’d be lying if they said otherwise.  I like to do a job in the most efficient way and get it out of the way.  I put in the effort to get a job done right the first time so it doesn’t have to be revised 4 times therefore wasting valuable “play time.”

How does this fit into your goals?

This all fits into my goals.  My goals are to work hard so I can afford to play hard.  I love to travel (in fact that’s how Lynn of Up Your Telesales and I met and became friends), ride motorcycles, attend concerts, etc.  All of that is tough to do when you’re unemployed.  So I’m hoping my positive attitude and outgoing personality I’m putting out there will pay off with the job of my dreams!

How will you keep going when it gets tough?

That’s a loaded question if I ever saw one!  Things have gotten tough.  Life is tough.  The question is will you choose to have a “Whoa is me” attitude or a positive attitude?  Attitude is half the battle!  Times get tough and somehow it motivates me to work harder and put in even more effort than I had prior.

In closing the How Far Are You Willing To Travel article said:  “It’s your pilgrimage so there are no right or wrong answers – plus if you’re happy with the path you’re on, continue!”

I may not always be happy with the path I’m on, but I’m always aware of the next crossroad and am very aware that my life can be very different based on the choices I make.  All events shape the outcome of future events.  Just like Marty and Doc discussed in Back to the Future It’s all about the “Space Time Continuum”. Make every moment count.

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I haven’t posted rants on here in the past, but I had a situation happen last week that still annoys the hell out of me when I think about it.

I was visiting Colonie Center in Albany, NY.  I went to the customer service desk.  At this desk you can purchase lottery tickets, gift cards, and get general information about the mall.

In my experiences throughout my life I was led to believe that people at customer service desks should be courteous to the patrons of the business they’re working for.  I have worked with the public for years, and though I’d never say the words “the customer is always right” I do subscribe to the idea that you ALWAYS treat the customer with respect and you always say “Thank you.”

I approached the customer service desk.  I moved slightly to the side to fill out a form.  While I was doing this two additional customers walked up.  They were immediately assisted.  (She had a snotty attitude, but she answered their questions.)  While she was helping the second woman I finished up my form, and put my money with it on the counter.  It was quite obvious I was finished.  As she finished with the second, I incorrectly assumed she would move on to helping me.  She looked right at me and moved 3 feet to her right and started typing on her computer.  It was obvious she was playing on Farmville (or some similar online game) and logged out to proceed to log in to another website.  After about a minute, she walked back to the counter and took my form and money, processed it and laid my receipt on the counter.  While she was processing it, a security guard walked up to the counter and started shooting the breeze with her.  She commented to him that she needed to log into an online customer service training that she was required to complete.  At this point I picked up my receipt and I couldn’t resist commenting.  “Since you’re going to be taking your required customer service training, let’s pray that it teaches you to acknowledge your customers in front of you and how to say “Hello” and “Thank you” since you didn’t say a single word to me during my entire transaction.” As I was walking away she screamed after me “Thank you Ma’am, please come again.” In an extremely snotty tone.

When I told a friend of mine about the situation he immediately physically described the girl and knew exactly who I was talking about because he’s dealt with her in the past and agreed that she needs a serious attitude adjustment.

From now on – I’ll take my business of that sort to Crossgates.  They may not be a ray of sunshine over there, but at least they’ll acknowledge my presence…..

What kind of bad customer service have you had to deal with?
Do you still do business with the establishment?
If yes, explain why.

Customer Service Graphic from: http://www.whalecottage.com/blog/tag/whale-cottage-camps-bay/

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