It's about doing what is Right....Not about the tip!

It's about doing what is Right....Not about the tip! 

Here is a story I came across that is about going the extra mile.  Sometimes people in the service industry forget, it is about doing what is right.....it's not about the tip.  This Pizza delivery driver got it right!

(I’m delivering a pizza. An elderly woman answers the door. She opens the door part way, and it catches on one of her crutches. She struggles a little and manages to maneuver herself to get the door open. I see a cast on one ankle.)

Customer: “I’m sorry. I broke my ankle yesterday, and I’m still learning how to get around on these things.”

(She doesn’t appear to be in pain, or anything. Just obviously unfamiliar with the crutches.)

Me: “Aww, that’s too bad. Hopefully a pizza will help. That’ll be [price].”

(She starts fumbling with her purse while trying to balance on the crutches. Pretty quickly she is able to get to her cash. I give her the change. At this point, I can see her trying to figure out how she’s going to carry the pizza with her crutches.)

Me: “Would you like me to bring the pizza in for you?”

Customer: *immediate look of relief* “Could you just put it right here on the coffee table for me?”

Me: “No problem.”

Customer: “That’s very nice of you.”

(The table is just a few steps inside the house. I set the pizza down and turn to go.)

Customer: “Hold on a moment. Please, let me give you a tip.”

(She reaches into her change purse and pulls out a single quarter and hands it to me. I can tell that she doesn’t tip very often, and that she sincerely thinks that the tip she’s giving me is a pretty big deal.)

Me: “Thank you. I appreciate it.”

(I could tell that she meant well, so I smiled and accepted the token in the spirit that she intended.)

Here is the reference to the full story

Cookie Dough Can Explodes In Woman’s Vagina During Shoplifting Incident

Cookie Dough Can Explodes In Woman’s Vagina During Shoplifting Incident

In fairness to the retailers, there are some crazy wacked out customers out there.   I think this has damaged me from every being able to enjoy a Christmas cookie ever again!

Here is the link to the full story.
Here is the full story!

Big Lots mouse in Arizona iced tea!

Mouse found in bottom of Arizona iced tea that customer purchased from Big Lots.  

So when I was looking at the article about Big Lots getting sued for $1.1M for the customer getting injured with the water falling on his head, I stumbled upon the below posting as well.  THIS IS SO GROSS.  Big Lots, will this be your next lawsuit headline?   Will the attorney defense be that the customer should have been grateful for the extra protein content at no additional cost? 

Family Dollar store employee attacks local couple

OK, Family Dollar, just a little pointer, having a employee call a customer the "N" word and then attacking them isn't Delighting your customers.  Even the manager had an opportunity to handle the situation but failed to.

 No one will remember the employee attacked a customer, they will only tell others "Did you here about how racist and violent they are at Family Dollar? "

KILLEEN (January 27, 2016) Police are investigating after a local man and his wife say they were attacked by the clerk at the register at a Family Dollar store in Killeen while they were checking out.

Robionna Whittingham and her husband say the attack happened Saturday at the store in the 3300 block of East Rancier Avenue in Killeen, where they stopped to pick up a few items.

They were standing in a checkout lane behind an older woman, toward whom, they say, the male clerk was being verbally abusive, she said.

"(The cashier) was cursing and saying the “N” word and all that and he was saying that in front of the old lady at the register, then the customer asked for the manger and (the manager) wouldn't even help her,” Whittingham said.

Whittingham said she told the cashier to stop using such language around the elderly customer.

"I said, ‘Your customer service sucks. You are supposed to put the customer first at all times and you think it’s okay to talk like that,’” Whittingham said.

She said the cashier then turned and started cursing at her.

"Then my husband told him, ‘Don't talk to my wife like that and he was like I don't give an ‘F” about your wife," Whittingham said.

"The suspect, the cashier, then left the store and then came back in and there turned out to be a physical altercation,” Killeen police spokeswoman Carroll Smith said.

Outside the store, Whittingham said both she and her husband were assaulted.

"He turns around and punches me in my face. I fall to the ground. I’m bleeding and my ear is ripped open and the assistant manager is just standing there not helping, not telling him to stop, not calling police, nothing,” Whittingham said.

Her husband, who asked not to be identified, was also injured.

Whittingham said both she and her husband had to go to the emergency room for the injuries they received.

The cashier ran after the attack, police say.

A warrant has been issued for his arrest.

Whittingham said she called the Family Dollar district manager, submitted a formal complaint and then was contacted by Family Dollar’s corporate office.

Bryn Winburn, the chain’s public and media relations manager, issued a statement Wednesday in which he said “the person allegedly involved in this incident is no longer employed by Family Dollar.”

Police say the man apparently quit his job at some point during the altercation Saturday, although Whittingham said she and her husband never heard or saw him do anything that led them to think he was no longer employed.

“Which one is it, did he quit or did he get fired? As far as I am concerned, he was still working there when he put his hands on my husband and I,” Whittingham said.

Whittingham and her husband are considering taking action against the suspect and the store.

Read the full article here...
Family Dollar store employee attacks local couple

Big Lots to pay $1.1 million to customer injured by plastic bottles

Big Lots to pay $1.1 million to customer injured by plastic bottles

All I can say is WOW.  Sure, no retailer wants to pay huge sums of money in a law suit but arguing that it was the customers fault for plastic bottles falling on his head and that the customer shouldn't have tried to pick up the bottles from the floor that had already fallen.

How about this, how about having a safe place for your customers to shop?

18 Companies that suck at customer service

CIO magazine just published the 18 best and worst companies in terms of customer support.  Not too many surprises on the ones that made the bottom of the list. 

See the full report here: 

Exceed customer expectations in unexpected and helpful ways

For every action, there is an equal and opposite reaction. - Newton's 3rd Law

While Newton's third law may have been intended for physics, it certainly also applies to business as well.  At it's extreme's, customer interactions with a business has potential for polar reactions.

If I were to ask you to think about some of your worst experiences with a business, I am sure that, very quickly, you could recall some horror stories.  These interactions are with people which represent the company and the brand.   You may not recall the name of the person that you had the horrible interaction with but I am sure you recall the name of the business they represented. 

If I were to ask you to recall some of the most amazing experiences that you have had with a business, I would be willing to bet that this would be a much harder task for you.  Amazing customer interactions are sadly happening far less frequently.  

The goal of this blog is to bring attention to those horrible interactions but much more importantly to sing the praises of those businesses that go the extra mile to DELIGHT the customer.  Not to satisfy the customer but to truly DELIGHT them.  

Customer DELIGHT is surprising a customer by exceeding his or her expectation.  It is a mindset of a organization that if they have fallen short of delighting a customer, then they have to go above and beyond fixing the issue, which will only appease them, and risk losing them forever as a customer and as an advocate of the brand.  They believe they must do something to DELIGHT THEM!  They go a step or two or three beyond what the customer expects them to do.