I have been speaking and consulting on Customer Service for many years. I still continue to be amazed at the lack of service from so many businesses. I also have an occasional experience of exceptional customer service. Let me tell you about the good and not-so-good examples of service that I have experienced lately.
I have a small antiques and gifts business that I have had for at least thirty years. For that same time, I have rented a storage building in Southport, NC where my shops are located. Until recently, the storage was owned by Carl Ward, and Ward’s storage was run as a family business. Recently Mr. Ward retired and sold his business to a national chain. While the national chain has only owned this business for a couple of months, they have made several changes that adversely impact their customers, and without prior notification. My heart is racing, and my nerves are on edge just writing about these!
The first change was that they removed the large property dumpster, with no plans to replace it. This dumpster was a major convenience for customers. The second change was that they added an insurance fee to the monthly payment and did not notify me at all before the new and increased amount was automatically withdrawn from my checking account. I think increasing the auto draft without notifying the customer who approves such might be illegal. I am so angry about that, and not just because of the money, but because of the poor customer service.
I am so bothered by the way this new company does business that I am planning to move my stuff to another local storage facility that is run as a family business without the insurance requirement. I have a friend who rents from this other facility and recommends them highly. While it will cost me moving fees to make this change, and will therefore cost me more in the short term, long term I believe that I will recover this additional cost. But it really isn’t about the cost. It is about the way customers are being mistreated by the new owners of the storage facility where I have been a loyal customer for thirty years.
A couple of other recent customer problems. I called two different businesses yesterday and, of course, was routed to voicemail. I left messages, neither of which has yet been returned. One of those calls was to the storage facility from which I am soon leaving. The other was to a company from which I purchase products. Perhaps you wonder how soon a call should be returned. The standard is the same business day whenever possible, and no later than the end of the next business day. Yes. People call a business because they need something. If a business does not care enough to even return a phone call in a timely manner, we should not trust them with our business.
Now, to calm my nerves, let me tell you about a good customer situation. I have a new car, which needed an oil change. I brought this Honda to a dealership for service about six weeks ago, thinking it was time for an oil change. The service technician showed me how to see when an oil change is due (I was going by mileage,) and told me I did not need the oil change yet. Yes, he cared more about what I really needed than the dealership getting my money then! Of course, I came back for the oil change when it was needed and am here now waiting for the service to be completed.
I am most impressed with Reggie Jackson Honda, which is less than ten minutes from my home. I would come here for service even if it wasn’t so convenient. One reason is what I just mentioned about my first experience with the dealership. There are other reasons. They give a free car wash, which takes one other item off my to-do list today and saves me time and money. The facility is high-tech, sparkling clean, and comfortable. Service can be booked by phone or online, and they send a reminder email about the appointment. The people are friendly. I can sense that the time I was given for my work to be completed will be accurate. All of these were not provided by the dealership where I had my previous service done.
I can sense a good system at Reggie Jackson Honda. I know that people don’t fail, systems do. If and when people fail, it is because the system failed.
You might wonder why I have named some of the businesses I have discussed, but not others. While I am glad to identify those businesses that do well, I do not choose to name those who fail to provide good service. There is too much negativity in the world, and I do not want to add to it. If the businesses that do not provide good service behave with other customers as they have with me, Karma will take care of the problem.
What goes around does come around, eventually.
It's In The Sauce! 
Staying In Our Own Lane!
This blog was initially to be a call to action for managers. The reason for this is that I have heard too many stories lately of intimidating managers making inappropriate comments to staff. Comments that belittle staff and place them in uncomfortable positions. I will write a longer blog on exactly that at some point, but I decided to shift the focus in this blog somewhat and speak to all of us, for we can make inappropriate comments without even meaning to. Some of those comments are not just inappropriate, they are hurtful. We should all be careful about how we say what we say and stay in our own lane. You might ask, “What exactly does staying in our own lane mean?”
Staying in our own lane first of all means to mind our own business. I know you have heard what is often said, “If you aren’t involved, stay out of it.” Also, “If you aren’t part of the solution, don’t be part of the problem.” One of the problems with this is that some people love to meddle, and keep things stirred up. Others can try to drag us into things that we have no business getting into. We need to be smarter and better than getting caught up in that.
One way for us to stay out of trouble is to remember our role. For example, as a Nana who loves her grandchildren, I sometimes forget my role! If I am not careful, I put my opinion in where it is not wanted or needed with my adult children. (Well, even if I think my opinion is needed, if I forget that I am the grandparent and not the parent, I can cause unnecessary conflict!) Our adult children often need our approval, never our criticism. If we remember how hard it is to balance kids and their schedules, meals, work, and other priorities, we will help where we can, praise as often as we can, and avoid any behavior or words that can be hurtful.
With friends, we should remember that our appropriate role is usually one of support, not Director. Sometimes we get hooked thinking our friends want our opinion when they really just want to vent and want our approval, and they do not want us to tell them what to do. The same can be true for our spouse.
There is a caveat to all of this. If we think others we care about are struggling and need our help, we may need to intervene, but how we do that is so important. Certainly, if someone’s behavior is problematic to the point of potential or actual abuse, we need to get involved. But that is not usually the case when we get into trouble with others. We often get into trouble with others when we let our personalities dominate and fail to factor in the other person’s personality and communication style.
We all have opinions, and some of us are good about how we voice those opinions to others. Some of us need to improve in this area. Some of us need to work on staying in our own lane.
How successful are you at staying in your own lane? I need to work on this. Once again, I am writing what I need to learn.