Service Level has to be delivered at all contact points.

A couple of days ago, I had the pleasure of what can only be described as a marathon shopping-expedition in IKEA with my friend Donnell who is setting up new home.

Donnell came prepared with a list of thing she needed, first stop “sofas” we found the sofa – next we went to the lady at the “help point”, as we approached she was leaving and only by almost running up to her did we manage to get her attention.  The conversation was as follows:
“Excuse me we have a huge amount of furniture to buy today, we need to have it delivered – does that mean we collect it all, pay it and hand it over?”
“Yes on each piece of furniture you can see where in our self service hall you can find it”
“thank you”.

This we did through sofas (three), entertainment system storage unit (two), Office tables, shelving unit, and kitchen tables and chairs. Then at dining room furniture we hit a snag (we had to contact another help-point for the table). This is what happens now:
“Hi there, we need a dining table with this particular name, in black”
 “what size?”
“Umm not sure but we have the item number here” handing over the list Donnell had made from home.
“Ok here we go I found it – I can see you have all the item numbers written down – I can create a full list of where to find them for you.”
 And she did – fabulous we did not have to write a thing down, the list was neat and ordered so we could start in one end of the hall and fill up numerous trolleys on the way to the check- out.  

Reaching the check-out with 5 trolleys were not easy but we managed and the girl was super helpful (not at all faced by the enormous amount of furniture we had managed to stack precariously on top of each other) even when we hit a bit of an issue with the credit card (an American card to be used in Belgium for the first time) she was all smiles and
“Do not worry, I will help the next customer. Please call your bank and let me know when you are ready to pay”
Donnell calls the bank and everything gets sorted, we pay, and now for arranging the delivery.

So we have just paid (loads of customers are still paying) and go the customer help desk, only to be told “we are closed”. 
 Needless to say we were not amused!!! Another conversation goes
“But I have five trolleys full of stuff we need delivered”
“go outside there are taxi service they can deliver for you”
“no that will not do, we need you to do it for us”
“but we are closed – ok let me see…fuck”.
One of his colleagues then decides to step in and save us by arranging the delivery next week.

In the end Donnell got it as she wanted in less than an hour had she collected, paid and arranged delivery. But while I was thoroughly impressed with the list-lady and the check-out girl Donnell was very upset about the last guy’s attitude. So it just go to show that it is so important that the service levels you want your company to portray, needs to be known and followed by every single employee. I who look for good service and notice it remember the list lady and check-out girl. Donnell who does not work in the customer care industry she only remember the guy who said “fuck” to her.

When Customer Care Works!

In my last blog I was writing about customer care when it goes wrong – so I decided this time to concentrate a bit on when it goes right. I am writing this in Frankfurt airport where as I show my boarding card to the security guard he scans it and wishes me a nice trip back to Brussels, at the security-check there is no shouting at people  for not being quick enough  to empty laptops, shoes, handbags, coats and pockets. All over it is “good evening”, “thank you”, “please” and “have a nice flight”.  Realizing that my flight is delayed I decide to have my dinner here, and again I am amazed on how nice and polite everybody is. Normally in an European airport they know you are a captured audience so they can (and will) treat you badly and charge you a fortune without really worrying if you go somewhere else. But here it was different (OK it is still airport prices – but it does not feel so bad if you, at least, get treated nice).

Does this change my travel habits – probably not (I still have to go to Frankfurt airport six times a year whether they are nice or not) but it does make me much more willing to part with some cash if I am not stressed over the lousy treatment I got in the security-check, and I know I can get some decent service with my dinner. And it does make me a much nicer passenger as well. I am more likely to smile and take extra care not to bump into somebody else (I am not even that upset over the 30 min delay) and if I am like this, I believe I am not the only one – so with a bit of courtesy and smile from all the staff, the entire atmosphere in the airport has changed – that is a result for anybody!.

This brings me to when bad service is turned around. In my organization we ask our customers to let us know how the call went. And if the survey is not good we really want to speak to that customer again so we can try to make up for whatever went wrong. These are the customers we have a chance to save, the one who just decide to go elsewhere without telling us why – that is a real waste.
Back to travel, two months ago I stayed with my family in the Maldron hotel in Dublin, it is a place we have been before and like, but since we had been there last it has changed ownership. The hotel is still nice with the amenities we like (swimming-pool, walking distance to town and a proper bed for our young son instead of the usual pull-out).  The staff is most polite and helpful but there were a few hic-cups in the “system” of the hotel: when we told our 11 year old that he could buy a movie the only choice was porn (We are pretty relaxed but sexolympics is not on when you are 11), and the really clever system they have where the vending machine charge your keycard did not work.  On our return I dropped a mail to the hotel pointing out the shortcomings and within hours the manager called me back for more details and to apologies. It was a very nice conversation where I for sure felt he listened and understood my concerns and that some actions would be taken (Ex switch off porn if children are staying in the room), and offered us a free night as a appreciation of the feedback. I was delighted – not so much because of the free night but because he listened and understood. Of course when we are going back next month we will stay a further two nights and we will keep coming back – so by picking up the phone and listening  to me, he now have very loyal customers in our family.  

This is true for all types of customers, so if a customer offers you feedback (of any kind)  please do not turn a blind eye – that communication can change an unsatisfied customer into a loyal advocate.

We do have a choice – we just need to make it!

I just read a very interesting blogpost on lowcost airlines – especially Ryanair, which made me think about the powers we have as consumer.

When I travel privately I must admit we look for value for money – if we spend less on getting there, we can spend more whilst we are there. But it has come to a point where the actual saving has to be really significant before I choose Ryanair over other airlines.

Somehow over the last decade travelling by air has turned into an experience where you have absolute no right to dignity. And whilst I can understand – and live with that in the name of safety (although I still struggle with the airports who want my toiletries in a plastic bag), the way Ryanair ground staff treats their customers is so rude it should be illegal. Just recently we (husband, son and I) where in Italy on holiday- and we travelled Ryanair. First in the Belgian airport (I refuse to call it “Brussels south” as it is 70km outside Brussels), the security staff will when checking your passport and boarding card, they will also check that your hand luggage is not too big. Excuse me, but are those people not there for our national security and safety? What does that have to do with the size of my carry-on. On the other side in Italy there was a ground staffer with a bathroom scale to make sure that we did not carry too much onboard – I mean give me a break…..

But the truth is that even though I hate the way I am being treated, by buying the ticket I allow them to do so.  In almost every other aspect (where I have a choice) if I do not get the service I think I am entitle too (and this is not much) I leave and will not come back. Yet when it comes to buying the flight tickets we look at each other and think if we can save 200 EUR (260$) we can live with the inconvenience. Maybe it is the amount of money that is the decider – or maybe it is because you do not realize just how bad it is going to be when you order the tickets.

But as consumers we need to realize that we do have a choice – and together we have power to turn things around, we can choose not to buy that Ryanair ticket and if enough of us choose not to they will have to change the way they treat us.

But I also know what a lovely meal you can have in Verona for much less than the 200 EUR I saved.

Btw the blogpost inspiring: http://www.bnet.com/blog/travel-detective/listen-up-pat-down-protesters-these-furious-fliers-know-how-to-fight-back/130?tag=drawer-container;load-section-river