Personal Observation about Customer Service

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Bob Carter

Bob Carter

SPFG, Supreme Picture Framing God
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I drive very nice cars; the kind that if it were a frame, we would tell each other we sold. Whenever I talk to framers, I always ask them to describe their business. With hardly any exception, they, in lock step, proudly proclaim they are "High End Framers"

Which brings me to my point

I get a new car every 3 years or so; from the same dealership and many of the people are the same people. Just picked up the latest Friday. They make it a real joy and the professionalism of the product, the store, the staff-all of those factors truly make this "high end" experience enjoyable

And, how many of us that are self proclaimed "high end" meet that standard with our clientele? Is it enough that we think that of ourselves?

Now, I must say that not only has this dealership honed this advantage, but they have done it to the degree that they are the largest seller of this brand in the country. Where they just don't talk the talk, but they have created a Market Leader position

Isn't that the purpose of great Customer Service to create a Market Leader position?

This was my 8th vehicle from them. We do some preliminary negotiating on the phone and then settle on a price and features (yes, Virginia, price is an issue even at this end of the market). So, when we hit the dealership, we hop in the golf cart, they show us the vehicles in the range we have discussed and my wife, just like picking her husband, says "I want that one"

We go inside, sign some paperwork, have a cool beverage, have three or four staff members come by and tell "Congratulations" like you just finished the Athens Marathon. 42 minutes later, you drive home with your wife setting all the radio stations that I will have to listen to

So, as we mentally position ourselves to a "High End" operation, it would serve us well to find a few truly exceptional role models to emulate

And, then find a way to turn that into a Market Leadership position
 
I also drive a very nice car and I just got a new one. For me price is no issue – I buy what I want. I have very specific needs in a vehicle and I choose accordingly in every detail. I went through the specs even drawing in CAD and making sure everything that I carry would fit. I test drove making sure the performance and maneuverability made the car fun to drive. And I choose the options that make a vehicle comfortable for me. Turns out I didn’t buy a high end vehicle - in fact it turned out to be rather inexpensive – but it’s exactly what I wanted and I’m enjoying it greatly. I’ll do it again in 15 years or so.

And I got the same great customer service that Mr. Carter got – these car companies know how to treat their customers – all their customers, not just high end.

I don’t describe my shop as “high end” – I describe it as being for the everyday folks in my town. One of my customers got a Lear Jet for her birthday last year another brings in 5 or 10 dollars each week building up a credit so she can get the art she loves framed now and then. They all get the same great service – after 30 plus years many of my customers are also my friends – I enjoy it everytime someone comes in the door.
 
Bob Carter said:
With hardly any exception, they, in lock step, proudly proclaim they are "High End Framers"
Click to expand...

How else would you expect them to respond?...it has become a meaningless phrase much like "custom framing" and "acid free"...over used, misused, trite and hackneyed...

On the other hand how would you react to somebody that billed themselves as an "adequate" framer."Yah, sure, we'll get the job done, but nothin' fancy mind ya."

Look on the back of photo paper made by Kodak...it says "professional grade".
Do they make and market an "amateur grade"?

McDonald's makes better coffee than Starbucks. Whoda thunk?

Marketing has been effective in pulling the wool over our eyes about a lot of things, including ourselves. Image is more important than content. Yes marketing...that which adds cost but no value to a product.

The vehicle you purchased is no doubt a heavily branded name, possibly international, but I'm thinkin good ole USofA. You get the treatment because yes...they have integrated the branding with the treatment, but I would betcha that having purchased 7 other vehicles from the same dealership has a lot to do with how well you were treated. You are a dream customer come true, and you are willing to pay a premium to be treated that way.

When I can whip out my "high end frame shop hat" I love it. I can't live on it, but it is part of what all of us do to some extent. Maybe it's just a little ego massage we do...a bit of self deception that we might actually be a high end framer all the time.
What seems to limit any of us from rising above the fray is that fact that we all are dealers for the same brands...different mixes to be sure, but it would be the rare exception to find any brand of frame geographically exclusive to any one dealer. besides, if I want a car analogy, I'll look towards the Japanese manufacturers....just reported a 24% increase over the first half of the year...much to the detriment of Ford, Chrysler, and GM. Your luxury beast's days are numbered. That and China is now importing component parts to Mexico and will soon have cars on the US market, thanks to NAFTA. How would you like paying 20% less for a comparable vehicle?

Getting a bit off course here...
What I'm saying about your inquiry is that the response you get is automatic. We have been trained to think of our own businesses as special in some way. Introspection would probably find us lacking, but that truth isn't marketable ..."we're number 2" just doesn't ring.

If you were to ask me, I would say I'm an opportunist framer. Whatever I can get through the door, be it high end, middle of the road or contract metal. If I'm relatively assured of being able to do the job, and I can find a way to make the money work...that's exactly what I'm looking for.

Happy Independence Day
 
This sounds like a fun exercise.

That sale was probably bigger than most frameshops sell in 3 months. I think it’s important to keep scale in mind. Still it doesn’t sound like your experience cost the dealership a lot of money. Correct me if I’m wrong but it sounds like to me they just acted like they gave a crap that you were there?

It would be fun to share some experiences like yours where we have experienced exemplary service. Honestly I think it would be a rather short list because I think that’s a dying art. The good news is that as that art dies, you can excel at it much easier.

In the book E-Myth, the author shares his experience in a hotel. When he returned to his room after dinner, a glass of the exact wine he was drinking was in his room. When he awoke the next morning, his hometown newspaper was outside his door. The manger shared how their systems allowed pulling of that type of service, consistently, with very little work. The impact is huge but the execution isn’t.

My experience….well it was at my granddad’s TrueValue store. While I was never “waited on” there I recall a store meeting. Somebody asked for an item that he didn’t carry. The customer was turned away and the quote I remember from granddad was “if they (the customer) asks for a plate of poopie, I want you to grab a Phalzcraf tureen and find out who needs to use the bathroom.” Kind of gross but his point was clear.

Located across the street from that store, I often hear stories from customers that I didn’t know at the time. Like him delivering shotguns and grandfather clocks on front porches on Christmas Eve night so that Little Billy or ‘Ma’ can be surprised.

I imagine that if even a ‘high-end’ gallery was given such a request, we would read about it here on the G. And undoubtedly, they will be in a Bob Carter type car….the scumbags.
 
And now you are talking about two different but sometimes related things -- the quality of the goods and the quality of the service. You can sell the most expensive, high quality frames with very good service, but you can also provide that level of service to the customer that is placing $200 orders.

If I'm about to shell out money for a car, whether it's $15,000 or $95,000, does it really cost the dealership that much to provide me with some bottled water, or good coffee? And I mean good coffee, not Folgers "dirt-in-a-can." And respect my time, too. I just bought a Mini Cooper, and this is not a car bought off the lot. It was special-ordered by me, and built to my specifications. So when I went to the dealership to pick it up, everything should have been quick and easy. Show me the features of the car. Have all the paperwork ready on the table for me to sign. Get me out the door within an hour. Instead, I think it took a bit closer to 2 1/2 hours...with me sitting around too much. The car's quality is no less, but the service experience wasn't quite up to snuff.

Airlines are a great example of how to treat your customers like garbage. You're waiting to board, and so they announce that the First Class passengers get to board first. They are more important than you. And you will get to walk past them in their big comfy seats, sipping champagne, etc., when you finally get to board. But first you have to wait for the Medallion Class. They are more important than you. Then you can wait for the Platinum Class. They are more important than you. Back up, buddy, because now we are boarding the Diamond Class. They are more important than you. When you finally get to board, you are affectionately referred to as "everybody else." Could be worse, I suppose. They could call you the Dog Feces Class, because that's what they think of you. If you want a primer on how to provide excellent service to your customers, look at the airlines. Study what they do. And then do the exact opposite.
 
I think the point ought to be less about the car and more about the attitude

I'll bet that most of their customers get pretty similar treatment-it's just they way they seem to do business-a part of their culture.

I travel a bit and do see some frameshops and must say I can't remember many that would meet that standard

And most of what stood out about our experience(s) cost very little

Wally-I was once introduced at a speaking engagement in Canada as a "specializing in low end framing". I quickly countered that " But I am a High Paycheck framer"

They all seemed to understand that distinction

The point is that the only perception that counts is that of the consumer; and it helps to have some type of Role Model to follow
 
I'm not demanding and also so rarely blown away with good service.

I'm also not really a consumer of "high end" anything. Maybe thats why.

I wish I had several models to follow. I just don't that I can think of.

Heck a peeve of mine is at a drive thru when I take my food and say "thanks". I sit there till I get a response (if the little window is still open). I'm shocked at how many people glare at me like I'm supposed to talk now. It never occured to them to say "ohh your welcome come back ok?"

Maybe I should go look as radically priced cars to learn what its like.
 
I think the customer service downfall for most of us, myself included, is failing to anticipate what the customer will want or need. That's Paul's beef over his mini cooper. Nobody stopped to think that the customer would enjoy the experience more if the paperwork was ready, etc.

I try to do this. That was a major reason for my recent purchase of POS software and visualization - improve the customer experience by increasing the speed of the process and removing anxiety about their framing choices.

Many years ago I needed to buy some dress shirts. My strange proportions make my shoulders wider than a slim torso should have. So dress shirts tend to pull at the neck and create ripples out toward the shoulders. I searched for shirts, and found some that fit out of the package, but knew that after the first visit to the washing machine, they wouldn't fit anymore.

Then I walked into Nordstrom's. I talked to the salesperson in menswear about my dilemma. And what did he offer me? Nordstrom's has <b>laundered</b> shirts to try on. That's anticipation.
 
It's also good to have bad examples to show and remind you of what not to do.

Our general grocery store and Post Office - 2 doors down - I finally boycotted them last week.

2 cash registers - one spotty kid serving - big line of people waiting (a queue) kid never looks up from the register to see he should call for assistance. Other staff milling about, stacking shelves, including the manager and the owner. I put my lunch down and walked out.

Previous - 2 cash registers going - operated by two women chatting to each other, never, or barely making eye contact with customers. Even been served by a woman on her cellphone.

Mentioned this and more to the owner and he's said it's a convenience store - people are not going to go to the supermarket for 1 or 2 items - even if they are half the price and like the next convenience store is also just too far away to be 'convenient'

Says he pays his staff so poorly he's surprised they even smile now and again.

But once he got a really switched on assistant - could do PO and Groceries - bubbly and chatty.

She works for us now!
 
Paul, the way the airlines are treating coach passengers the way they do these days is because of the low profit margin caused by low fares imposed by fierce competition and high operating expenses. They could do it differently but why should they bother? It's all they can do to keep from filing bankruptcy, let alone worry about how their employees treat the masses.

Most airlines are equally guilty of the poor treatment. Maybe some of it is attitude but it's mainly about cost and volume. Just do the minimum to keep them alive and from organizing a mutiny.

Travelers will keep paying but they won't be happy about it.

Not that long ago, maybe twenty five years, ALL passengers were treated well and made to feel special.

A few of the smaller, independents are a bit better.

To analogize (and GENERALIZE remember I said GENERALIZE): Large airlines=big boxes, small airlines=independents
 
I treat my customers the way I'd like to be treated. And it doesn't make a difference what their ticket was.

Once I had a rush job for a certain day and then, of course, there was a major blizzard and nobody was even allowed to drive.

I called the customer at home, explained the situation and told her my employee will drive to her house and deliver the moment they open the roads. And we did.

Her reaction was: That's what I call customer service!

Let a BB beat that!
 
OK, here's an example of customer service I received lately that got my attention...I was in need of a nice suit. Had been invited to a fund raiser Gala for a local convalescent care facility as a guest (tickets were $500/person), and the last suit I bought was almost 20 years old and several sizes too small. A friend suggested I go to Men's Warehouse, and having no better suggestions at the time, I did. These people blew me away with the service they gave me. They walked me through the entire process, kept me in the loop the whole time, and custom fitted a nice suit that was ready for pickup the next afternoon. They narrowed down the selection on shirts and ties so I didn't get option paralysis, but they showed me potential options for the future in case I wanted to modify the suit (an additional pair of pants, a different color/fabric of shirt) so it could be used in a less formal situation. I spent a bit more than I had planned, but I as able to get everything I needed in a timely fashion, and as my wife said "well, now we have something decent to bury you in".

Along the same lines as Paul's blizzard dilemma. We provided delivery service on a piece that was too big for the customer to transport themselves, and the cost to ship was prohibitive. Granted it wasn't a freebie (540 miles R/T and I had to pay my employee for the time and the use of the huge SUV he owns), but we were able to get the piece to the client during this week (had to be this week) when the commercial carriers were iffy about being able to get it done. This is one of those customers you would send a limo for Bob...of course they know, and I know that the level of customer service they receive is really on their dime, but they are more than happy to pay for it and enjoy the ride.

...and speaking of vehicle purchases...we recently purchased a second car from the local Subaru dealership. Ellen likes driving small SUVs and there were several in the mix when the need for a new one came along. The deciding factor was when Ellen said, I want another Subaru because of the excellent care the service department has shown.
After purchasing we had a special treatment done to the paint (salt air in Florida can eat up paint) and the F&I guy lent Ellen his Caddy to drive to work while the treatment was done. This is the kind of service they offer from the top down at that dealership. The Toyota dealership where I bought my pickup has a "courtesy" van to take you home if the maintenance is going to be prolonged (factory recall...front ball joints) which only functions if the driver shows up. The Subaru dealership lent me a brand new Eddie Bauer edition Outback when I took Ellen's first Subaru in for some warranty work.
Product loyalty? Maybe. Dealership loyalty..you betcha!
 
I gotta agree with Mr. Carter on this one. Attitude and presentation can be a huge determining factor on the type of frames you sell and who your customers are.

I can only think of one, truly high end frame shop that was in San Diego. This place made you feel out of place if you weren't wearing a suit and tie when you went in. They had a reputation for selling nothing but closed corner frames or frames that fell in those pricing structures. I had more than one of my customers refer to it as a "snob shop" I use the past tense because they lost their lease and moved to lesser known location. They are still in business, but I don't hear all that much about them any more.

This thread is making me question what type of shop I run. I know I have an expensive reputation, I know my customer list would closely represent a lot of the movers and shakers of San Diego, however, I do not think, in fact I know, my shop could never be considered a "snob shop".

I don't earn enough money to purchase cars in the league of the ones Bob drives, but I do feel relatively successful with my lot in life. So I guess I am doing something right some of the time.

Getting back to the point, could a "high volume" operation create an image of " high end"? I'm not so sure about that one. Also, does a "high end" shop create more profit than, or dollar volume, than a "high volume" shop?

I think what Bob is suggesting is our attitude toward, and how we treat our customers, and our view of ourselves and our business's. Sometimes it is really hard to see the forest on account of all those trees that keep getting in the way.

I don't think this thread is about the type of cars we drive, at all.

John
 
John, as usual, cuts right through the fog

We often look at the posts and pick a word here, a thought there and try and mak eit fit ourselves when good, and not us when it's not so good

My whole point was to point out just how simple and easy it is if you truly believe it.

And, then practice it

The car analogy was because it was true to life and expected when we pay a little more for a product than other products

So often we hear the grumbling over everything under the sun; excellence starts with our own attitudes. Financial rewards shouldn't be the reason; but can certainly be the result

I know that I accept less than acceptable service all the time for products at all price levels; it just becomes magnified exponentially as the price tag goes up.

John, my friend, it's not about the car

It's about us
 
Mr. Carter is right on the money - it's about us and everyone around us. We are all so different and even as individuals we are different from moment to moment and from issue to issue. Looking at the other side of this discussion have you ever got more service than you want. Sometimes you don't want to talk, you don't want options, and you don't want coffee, you just want the blue box on the third shelf and to get on with your day. But if you're a true service person you accept the other person's efforts and give a smile and a bit of your time. And you realize that when offering service in your own establishment you must carefully watch the customer's response looking for hints that could confirm you are giving the service they really want not necessarily the service you want to give.
 
A man called yesterday, half-hour before closing time. Asked if we could cut a 16x20 mat-but-probably-not-since-you're-probably-getting-ready-to-go-home-and-have-tomorrow-off." I said come on in, if I have the mat color in stock, I'll do it while you wait. They had come from M's, where they were told it would be two weeks (young man on duty didn't know how to cut a mat), and the ready-mades mats he bought instead didn't fit his photo and they had company coming. Needed a white mat to match the two they already have. Didn't leave a name or number.

After we hung up, realized we hadn't thought to tell them make sure to bring the photo with them. So we *69'd their number, got their answering machine "This is John and Jane Smith, we can't answer right now..." When they walked in we said "It's John and Jane Smith! And you brought your photo! Yay" They looked at us like we were aliens, "How did you know our names???" We explained, after I said I was extra-ESP today and they weren't convinced. She thought we might've called to tell them we couldn't do it after all, wait until Thursday. Nope.

Mat was cut in a couple minutes, they left, beaming "You've got us for life! And we're telling everyone we know about your great service!" They called a few minutes later from home, said they had a lot of pieces to frame, and will we be open on Thursday?

No big deal, to us. But it's those little things, make them feel special (they are!) and word will get around.

That's what seperates us from "them". We can! And they remember.
 
Great story, Val. That's why you are in business. Happy 4th!
 
I don't mean to rain on Val's parade, but what she did sin't exemplary; it ought to be common sense. I think we miss the point of service when we feel it is a comparative

I'll bet that if Mr Smith had called most other frame shops, they probbly wouldn't have received their mats same day

Too often, we feel doing better than an "imaginary evil" makes us better. We see it so much in politics today, also.

What makes us better is that we do it naturally, without hesitation. It's like holding a door open for a person behind you.

These things should be the norm and we shouldn't think them remarkable

We just seem to forget about them

My experience was just a reminder that I wanted to share

Okay, that, and it really does help in keeping me as a customer (you really didn't think I would overlook the hardcore biz reality, id you?)
 
I LOVE that the staff of the car dealership congratulated Bob and Bob's wife on their purchase.

That sums it up for me.

"Congratulations for making the sound decision to spend money in this fine establishment where you are appreciated!"

That's like telling your customers how smart they are to be there.

edie the appreciative goddess:popc:
 
Hold the door, carry their pictures out for them, take an interest in them personally, offer them a bottle of iced water, cup of coffee, drop their pictures off on your way home, ask how their kids are doing, treat them like a respected person in your community. Not every one wants to become your friend, however, everyone wants your respect.

It is impossible to run any business without offending or angering someone, now and then. The point is to try honestly to bring it to a screeching halt.

Think before you open your mouth!

One of my worst blunders happened many years ago, I was walking around my store with an exceptionally large lady looking for pictures for her home. We came upon a picture of a very fat pig, I can't recall who the artist was, anyway, it was one of those fun pictures that was popular in the early eighties.

I don't know to this day where it came from, but it came out of my mouth... " How about a nice picture of a big fat pig." I could feel myself turning a very bright shade of red as soon as I said it. The woman was more than gracious, I'm sure she sensed my discomfort, so she politely ignored my blunder. She did not make a purchase that day, and I never saw her again.

I think the point of this is we should be doing the exact opposite, consciously, all the time. Do we give ALL our customers the red carpet treatment, or is it just a select few?

John
 
Edie-It really is a production that they have perfected.

When we drove up at our scheduled visit, the Sales Mgr had the color my wife expressed liking over the phone deluxed and waiting. He and a Sales Person came out, confirmed that we liked it, took us inside (out of the heat), had the Salesperson finish the paperwork (we had to sign it), gave them my AMEX. Visited the Finance Mgr and then we did the "New Car Owner Walking" trip down the gauntlet with the GM re-introducing us to the Service Manager, the Asst SM, the reservations person (if you need to schedule service, etc)

Everyone of them said something like "So nice to see you again, Bob (or Debi)" or "I love that color" or "Please call me for anything" and the obligatory "Congratulations". Little things like mentioning my name or remembering that we had a white one before cost them nothing and I am certain ratified to them that they were delivering more than just a car. I am sure they enjoyed as much as we

Like I said, it's really all about attitude

And, for me it was infectious
 
I'm still at the point where anyone who spends money in my business makes my day! Whether it's handing me $5 or $500, it's a better day than when nobody comes in at all. I'm also still at the point where I can often remember a repeat customer's name...although I hope that those days end real soon!
 
Service

We are located in a "life style" (open air center). The shop has double doors which we keep open as much as possible. We have a couple of artificial ivy topiaries out front. Also we have a helium tank and frequently put out our logo'd balloons in front of the store and offer them to children passing by or coming in. In addition we have a dog water bowl out front which has the water changed 2x a day. We offer dog treats to anyone walking by with a dog - the treat is in a small plastic bag stapled to our business card for first timers and just given to the dog for regulars. The area is rather high density so parking is all pay either street or garage. As time permits we check parking meters few doors up and down the street in front of the store and if one expires we put a quarter in and leave some business size card we print in house on the drivers side window by the door handle explaining what we did. When picking up multiple item or large item orders we suggest that customers drive around front and double park so that we can run their order out and load it in their car. We also validate parking receipts. ALL customers are called when their order is ready to let them know it is complete. We compliment how terrific the framing turned out, suggest that as long as they are coming in it would be an opportunity to bring in anything else they may have to frame, an let them know of any current or upcoming promotions. About a week or two after orders are picked up, EVERY customer is mailed a hand written and addressed thank you postcard which mentions an item they had framed and thanking them for their order and business. If it is slow someone stands by the front door and greets passersby "Hi, beautiful day isn't it" or something else equally as positive and offers them a business card. When we have promotions we make a brief personal call to our top spending customers identifying ourselves, the shop, thanking them for their continued support/business and explaining the current promotion.

If our front doors are not open we help customers by opening doors as then enter AND leave, especially for handicapped people. If we bag items for customers we don not hand it over the counter to them but rather walk around the the counter and hand the bag to them at a convenient level and open the door as they depart.

Our store sells art and framing. We only take framing orders at this location, all the work is done at our other store. This makes for some down time. We would rather be writing up orders but that doesn't happen every minute of every day. Many of the "services" listed above are done as time permits but generally all are done everyday to a limited extent. We have found that people are pretty understanding of the service if you excuse yourself to help another customer, especially if it was also done to accommodate them as well.

Every guest is immediately welcomed with a brief explanation that we offer custom framing, artwork and custom sized mirrors. In addition we try to make sure that everyone that enters the store leaves with something: a receipt, artwork, a completed framing order, an artist biography sheet or at the very least a business card.

Sorry for rambling.

Best,
Tim
 
Bob Carter said:
I don't mean to rain on Val's parade, but what she did sin't exemplary; it ought to be common sense. I think we miss the point of service when we feel it is a comparative

I'll bet that if Mr Smith had called most other frame shops, they probbly wouldn't have received their mats same day

What makes us better is that we do it naturally, without hesitation.
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You're right, Bob, and that was exactly my point. It should be "natural" for us to do things like that. But Mr. Smith did call other frame shops before mine, and was told by every one of them that he would have to wait until next week for his double white mat. That was my point, it should be as natural as blinking our eyes, but out of 5 other places Mr. Smith called, it wasn't. Shame.

What I got from your story is, what should be, too often isn't, and when it is, it's almost mind-boggling!

Every time I take my car to the independantly-and-locally-owned car repair shop, in a week or so, I get a thank you card. And a Christmas card every year. They're a little more $$ than other places, but we go there because they remember our names, remember what they last did to our cars, and then thank us. We feel special.
 
Bob Carter said:
Now, I must say that not only has this dealership honed this advantage, but they have done it to the degree that they are the largest seller of this brand in the country.
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Bob Carter said:
Everyone of them said something like "So nice to see you again, Bob (or Debi)" or "I love that color" or "Please call me for anything" and the obligatory "Congratulations". Little things like mentioning my name or remembering that we had a white one before cost them nothing and I am certain ratified to them that they were delivering more than just a car.
Click to expand...

Not to belittle it, because it shows the owner/management feels it's important enough to make it part of the procedure, but I don't believe everyone at a dealership of that apparent size is going to "remember" your name(s) or the color(s) of previous cars you had. I'm sure most are aware that the larger a company is, the harder it is to provide personalized "service" - whether to their suppliers, employees or in this case, customers. They have apparently found a way to make up for their size, probably through technology.
 
Hi David-I don't care if while we are in the FinMgr office, they pass out History cards on us, the impact is real and it's huge

It is the effort and the execution

Maybe it's just me

Let's don't pick the fly specks, but look for applicables

I do not believe for a moment that size is directly related to good customer service; but, commitment to it, is. Maybe technology helps them "remember", but commitment to service drives it

We do, as a comparative, a lot more than most framers in our market. I hope we never lose that ability to remember names or previous projects

Again, it's about the attitude more than anything else and it costs virtually nothing
 
Here's my story - and I've related it to the guys who work for me at the camea shop.
I'm looking for a new backpack for an upcoming 4 day wilderness trip. Looking for advice, I researched online before visiting the store. Over the course of a week, I worked with 3 different people - all with a professional, courtesous attitude who were able to ASK questions, ANSWER questions, and determine my needs (imagine!)
Turns out I think I made a bad choice; called about exchanging - turns out they don't stock what I want but will special order. Asked about a particular trail map; he checked, then called another store so that when he came back he not only had located and ordered it, but asked my name so it could be held for me.
Bob said it - it's what's expected - but unfortunately it's the exception. YES, Icould walk into any of 3 other shops in town and buy my new pack off the shelf - but I'll order and wait because this staff "gets it".
I hope I can only train my camera store staff to do the same.

Tony
 
Hopefully not overly paraphrasing the underlying sentiment of several previous posts, here's my two pennyworth on consistently meeting and exceeding customer expectations.

Driving customer loyalty is not about coming up with new marketing messages or jumping through hoops when things go wrong. It's about creating positive experiences for customers from the word go, through an endless string of needs understood and promises kept.

Turning your customers into loyal advocates of your company should be the focus of all your service efforts. You fulfill your customer promise and turn customers into advocates through dozens of simple things done right, every single time.

Developing a successful customer service organization requires an ongoing, strategically-driven effort that integrates learning seamlessly with the daily job.
 
David N Waldmann said:
Not to belittle it, because it shows the owner/management feels it's important enough to make it part of the procedure, but I don't believe everyone at a dealership of that apparent size is going to "remember" your name(s) or the color(s) of previous cars you had. I'm sure most are aware that the larger a company is, the harder it is to provide personalized "service" - whether to their suppliers, employees or in this case, customers. They have apparently found a way to make up for their size, probably through technology.
Click to expand...

That reminds me of the movie "Minority Report". When John Anderton walks into the Gap store, an iris recognition system identifies him and accesses his database file. Almost instantly, an appealing synthesized voice comes over the localized PA system, "Hello, John. I hope those blue seaters worked out well for you..."
:popc: Rick

Today a young lady brought in a frame and print for repair. She also wanted to pick up some completed things her mother had brought. Although she had never been in the shop, I recognized her from having framed her school senior photo. She was so pleasantly surprised that I knew who she was...
Building relationships with customers- especially when they lead to multi-generational customer loyalty- is one of the most satisfying parts of this business. This is my 30th year in business, and some of my best current customers are the grown kids of longtime customers. Gotta love it.
 
One day I will flesh out the idea I have of sending every customer a "Thank You" card a few days after their purchase. Like David suggests, I need to find a way for technology to help out with this.
 
You don't need technology beyond pen and paper. Every time someone picks up their order, put their work order in a file. Every Tuesday and Friday, take that file and write thank you notes to everyone who has a work order in the file. Once the note has been written, you can throw out the work order (unless you save them somewhere). It isn't really a matter of technology, it's a matter of making time to do this, the same way you make time to pay the bills, change the saw blades, etc.
 
That sounds great. So you don't find that work orders stack up and you end up going 3 or 4 weeks before writing notes? Do you hand write them? Have you seen my handwritting? How long have you been doing this?
 
I'm going to address your first comment Bob, regarding the predominant use of the term "high-end" in association to our frame shops. Currently I manage a frame shop with aspirations of being high end but more realisticaly we are Middle/high end currently. Previous to this shop I did manage a "high-end" shop. 2 of our top 5 clients were Charles Schwab(the person not the company) and Anne Getty. The thing I find interesting is that many of these "high end" shop owners are concerned about the impact that the BB's have on their business. That's like a Ferrari dealership being concerned about the Hyundai dealership moving in next door. My point being that the majority of shop owners that think they are high-end are fooling themselves. That doesn't mean that you aren't providing high end service and quality, just not a high end product.

As to the service side of this thread. Those that have disparraged the small touches that you were provided with durring your visit to the dealership have either A. never had that kind of service or B. are to cinical to appreciate it. I agree with your comments regarding Val's providing of service to her client. It always baffles me when a client asks me for something seemingly simple that I do with no thought to it, only to be told that she asked many other framers only to be denied. "Yes we can..." how hard is that?

My one high-end weakness is fine dining. I truly believe there is no greater service provider than a true high end restaurant. I had one experience where at the end of the meal when our check arrived along with it was a personalised anniversary card signed by the chef and owner. Though my greatest experience with service was a meal I had at The French Laundry in the Napa Valley. At one point in the meal they had someone explain to us the three diferent types of butter we would be served along with what the cows ate to make the butter taste diferent from one another. They have even gone to the extent of bringing in ballet teachers to teach the staff propper posture and personal boundaries. In that dining experience there wasn't one request not met, not one question not fully answered and not one stomach not completely full and satisfied.
 
Since I mentioned food it made me think of a restaurant in your neighborhood Bob. This is completely off topic but I wanted to see if you knew the place. Every year my wife and I make it to AZ for spring training as we are avid baseball fans. Each year we make a pilgrimage to our favourite restaurant in Scottsdale, Cowboy Ciao. Just wondered if you've been there and if you like it? I've been to AZ 6 times and eaten there 6 times.
 
personal thank you cards

Jay H said:
One day I will flesh out the idea I have of sending every customer a "Thank You" card a few days after their purchase. Like David suggests, I need to find a way for technology to help out with this.
Click to expand...

Jay, the technology exists and is very easy, especially if you have your customer list in Excel. This post may anger those of us who are so anti-MLM that they won't consider looking at something simple that will benefit their business! There was a thread last month in "business issues" http://thegrumble.com/showthread.php?t=25952 about sendoutcards.com

As you will see from that thread TownL7 uses this system and is very happy with it. I use it and am also very happy with its simplicity and its results. Customers love the cards which leave your computer with a click of your mouse and arrive in their mailboxes with a stamp on the envelope.

Aaaand what you have written/typed inside the card is legible - unlike my handwriting :)

Take a look all of you who are interested in building your business, email me if you have questions but don't dismiss a great way to grow your business, to keep your customers and to gain new customers, just because it is MLM.

Mike
 
Jay, of course I let it go too long. It's a matter of discipline. So only do it once a week, or once every two weeks. Even if you only do it once every two weeks, you still score beaucoup points because your customers won't get thank you cards from anyone else they do business with.

And if your handwriting is bad, it's OK to get pre-printed thank you cards. Just sign them manually, and address them manually.
 
OK - I just gotta add my 2 cents on this subject of customer service. I don't want to sound all dog-in-the-manger or anything (because I will never have the experience Bob described buying an upper end anything) (wouldn't if I could!) but that said, Bob's description just kinda creeped me out - as did Brian's restaurant stories.

I treat all of my customers the same whether they are spending $5.00 or $500.00. I would hate to be a wealthy customer being treated so wonderfully just because I was parting with my money. I would like people to be nice to me because I am nice to them. I abhore smarmy salespeople who are angling for a tip. Gives me the willies.

Especially nowadays when so much information is so readily available to be disbursed down the rank and file of worker bees. Kinda reminds me of that genious who came up with the notion that folks like the sound of their own name.

So that gave birth to the salesmen who use your name twice in each sentence. "Yes, Mar, that is what we are talking about here, Mar."

Eeeeuuu!!!

Call me crazy, but at least I like to think I have honest, non-scripted relationships with anyone who walks in my door and asks for my help. (unless it is the SOB who just stares adoringly at me and wants to wash my windows for $5 - him I throw out!)

End of rant.

Carry on.
 
Customer service story: Last Saturday, busy day. Elderly man with European accent comes in and wants a lot of specific information about prices for glass and mat for a damaged frame, and water damaged print-- What is the mat made of, how much would it be with this glass, that glass, this acrylic, that one, and on and on. Customers waiting with numbers at this point. Numbers like the bakery. I finally extricated myself from this gentleman after carefully wrapping his art back up and sending him politely on his way with his quotes as it became obvious that he was not going to place an order. I'm thinking that the next customer must be getting really annoyed and I'm worried about losing her. After I greet the next customer I apologize for the wait, for how long it took with the last customer. New customer says, "But you were so gracious with him, I appreciate that, and I didn't mind waiting." She placed a quick order for 3 pieces and left with a smile. Some days are more of a juggling act than others.

You're right, Bob, it is an attitude and if you do it well it is contageous. It doesn't matter what the customer is spending, whether it is a mat at my store (or Val's) or 2K for a finished corner frame, if people are treated courteously, and with respect and a certian amount of enthusiasm and interest, the results will pay off.

As for knowing all thier names, I'm terrible at that. Software could do it if it had a feature which could identify the customer by appearance! My strategy when I can't remember a name: I excuse myself for a moment perhaps to check stock on a moulding they like, and whisper to another staff member to meet me in the back room. Then I send that employee out to "help" write the order. That employee discreetly says, "I'll just start the paperwork while you and Kirstie work on the design. What is your name again?" (or "I'll check a due date for you, what is your last name?") I come back out, glance at the paperwork, and start calling the customer by name a few momnets later. This is the only way I have found to get myself out of the embarassement of not knowing the name of a familiar customer. I am just awful at connecting faces with names. I remember the art though!

As for the smarmy use of my name in certian situations, I can smell that like a rat and it makes me want to run the other way. There is a way to do this which is genuine, and it it is not, I'd rather be anonymous.
 
.....As for the smarmy use of my name in certian situations, I can smell that like a rat ...to do this which is genuine, and it it is not, I'd rather be anonymous....

And I thought I was the only one who hated this. My bank does it, and the tellers simply use whatever name is on the check. I am tempted to have my next batch of checks personalized with "Jesus Christ" just to see what they call me.

By the way, "Have a Nice Day".

Joseph
 
David N Waldmann said:
...it shows the owner/management feels it's important enough to make it part of the procedure...
Click to expand...

Bob Carter said:
Hi David-I don't care if while we are in the FinMgr office, they pass out History cards on us, the impact is real and it's huge

It is the effort and the execution
Click to expand...

I think we are saying the same thing. I guess you are just more articulate.
 
David, if your salespeoples don't carry "info" cards about their customers (or PDAs or Laptops) or have fantastic memories... how would your business fare?

Nobody cares about what you say, promise, or price for very long, but they will "remember how you made them feel" forever.

The ultimate "make me feel" story for me is a two parter. First, let me make a strong note... my lunches on the road are usually in the $4 range and dinners usually in the same budget category.

In 1983, my brothers and I were in Paris, France for the Paris Airshow [their work] before continuing on to Africa for a photo safari [my work]. To sprinkle a little "vacation" into the trip be made reservations at the Tour d'Argent (then a 3 star). Dinner for the three of us was just over $400. The food was great, and the service was special. The only thing that beat the view from the 6th floor overlooking the river and the backside of Notre Dame was the personal time that the owner spent stealing a glass of wine, sitting with us and autographing my duck card.

Twenty years later, I took my Princess; who just knew it would be over priced, over bearing, rude and very "French".

The food was Spectacular, the view was the same. As I tried to explain to the Somalie about our taste in wines............ and looking at eye popping $300 bottles.... I let slip that we were from Portland, OR. He stopped me there..... and smiled. Excused himself and quickly returned with a young waiter who asked in a very American West Coast accent.. "what part of Portland are you from?" [Only someone who had been here, would know and understand our NE,SE,NW,SW and Neighborhood system.... he had gone to Lewis and Clark college for two years.] We extablished that with the white fish, and the duck that the Willakenzie Pinot Gris would be a great wine.... and then he said, the one he served his girl friend that night before [successfully] would knock our socks off.... it did. And only $100.
[BTW: For OUR convenience, the menu was in US dollars, our bill was in US dollars]
When Claude Turrell made his appearance at 9:30, he made the rounds of the "must be seen" then came over to our table tucked in the quiet special window corner.

He walked up, and as I stood up, ever the consumate French Gentleman, touched Diane on the shoulder and begged, "forgive me this one endulgement".
Then turning to me, grasped my hand and asked urgently, "Tell me, did you find Africa to be everything you thought it would be?". [Who keeps THOSE kinds of notes?]
When he finally asked my wife how she found her first night at the Tour d'Argent.... she responded in a small swoon "magical".

And it was. He and I swapped autographed books and talked a little light polatics. Probably about all toll, 20 minutes.... which was about 18 minutes longer than he spent at any other table....

Our waiter was slightly amused as we talked about being just the average Joe off the street splurging in Paris. He chuckled and let us in on a secret, it was the best table in the house reserved for only the best customers and friends of Claude's, and he had never seen Claude spend so much time with any other customer in he 9 years there.
When we wandered next door to the little Tour d'Argent boutique to meet his son, Andre', he confirmed the story. He also said that his father upon seeing my name on the reservation [having stated that I was hoping Claude would be "in residence"], pointed to the name and told Andre about me and my brothers going to Africa and that he must meet "a new friend".

A little different than Bob's car people, but an experience that is worth paying for to learn from.

A great book that is now out of print [see Amazon or Powellbooks] is called "It's not my department".

Sorry this has been so long winded. If you want to get a sense of the place, and have an hour to dig around the site www.tourdargent.com
 
After reading Mar's response, it mkes me wonder why I share any stories like this. I thought it was the effort and execution that excelled; but we turned it into a "status" issue

Lessons can be learned at every strata; this was just one that I thought illustrative of how "other" high end people handle clientele. To me it was genuine and appreciated

But, what creeped me out was the notion that we wouldn't ever buy anything approaching high end , even if we could. Two things: we ought to be able to buy finer things; picture framing ought not be a low earnings profession (or did we take on a vow of poverty) and should that "finer things" rule apply to what we sell?

I'm sorry that she missed the point. Great salespeople are a lot different than bad ones that menion your name way too frequently. Just like bad framers, they, too think theyare a cut above. Mar, experience some excellent high end service and perhaps it will become more clear

It's not exclusive to high end, just much, much more prevelant
Now, we will probably have 20 stories of great cutomer service at the low end
 
OK Paul.. spill chek on blink... he was "Some kind of lier" :D

Bob, you are entirely correct.... and the point of my story may be misconstrued also.... It's not about the food and wine... it's about the experience and the service that makes you feel special.

There is a reason the minister/pastor/priest in seminary is taught to stand at the door as people leave and shake their hand... it's the "final touch".

My Great Uncle Mark was "The Greeter" for the Methodist Church in Riverside, CA for many years.... and he was there when you left... but so was the pastor.

I love my bank because they know my name, I go to the same restraunts because I don't have to order.. they just see me coming and warm up the beans..
The little market 6 blocks away gets my business because of the insesent teasing and cajouling and abuse I get from the three cashiers. :D

It's the little things. My car dealer doesn't fawn all over me, but "my" service rep, Patty, does give me a kiss [love the new ones with almonds] and I never have to ask for a vacuume out and wash... she just does it.

I used to shop around for gas..... but the Albertson's a mile away locked me in 6am-4pm Tu-Sat when Roger walked up and asked "Fill you up or plug you in, Mr No OPEC?". If they ever fire him, they will lose my business forever.
 
Great story Baer. That's exactly the type of experience I was speeking of.

As for the bank tellers that are trained to read your name on the check and repeat it to you, I think that this is a good exercise for them. After the first few times you come in they slowly get to know your face and your name and will "get to know you". Without that small bit of reading your name off the check they would never get to know your name. I don't disagree that if this type of prctice isn't used properly it is obnoxious but when used properly it is a great service step.
 
...After the first few times you come in the slowly get to know your face and your name and will "get to know you...


Except that our bank has a policy of transferring their tellers to other branches within x number of months, so by the time they might know you they are gone anyway.
 
Bob, Baer, you are right, and Mar is too. There is a difference between the fawning use of one's personal information and genuine friendliness, courtesy, and personalized service at every level, be it the waitress in our local restaurant who automatically brings me my iced tea when I sit down, or the Lexus dealer who shakes my hand, uses my name, and assks if I would like a cold bottle of water. OTOH, an insurance agent on the phone using my name and trying to sell me something, yuk! The customer who walks in my shop and is greeted with "Hi Dr. Smith, what have you brought us today?" feels welcomed and appreciated. If I remember what he framed last, even better. But it is mentioned in casual conversation and is not forced. We are all talking about the same thing here--attitude and willingness to go the extra mile. We all do it in different ways.

I wish I could do the thank you card thing, but our shop os too busy (bite my tongue!) and I don't want to single out the high end customers because they may talk to each other.

I love it when customers meet friends by chance in my shop. They are reaffirming their choice in chosing the right place and I don't
have to do anything but enjoy the conversation!

I have appreicated this conversation as there is a lot for all of us to learn regarding our secret weapon: Customer Service.
 
josephforthill said:
...After the first few times you come in the slowly get to know your face and your name and will "get to know you...


Except that our bank has a policy of transferring their tellers to other branches within x number of months, so by the time they might know you they are gone anyway.
Click to expand...

Josephforthill, you need to go interview some bankers. Personally I like to go interview the branch/bank treasurer (yes, they exsist), sometimes it's the branch manager.

They think you are there about a job or a loan.... so my first questions are about how they like working for this bank, how they like the branch and finally and more importantly 'where do you see yourself in 5 years?'.... this will tell you how the bank holds its employees.

It also breaks them out of the usual box and they start to hear your needs and what or how you want your bank to respond to you. I you aren't getting warm fuzzies in 3-4 minutes.... your interview needs to start again elsewhere.
 
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