What happened to customer service has come up once if not twice a day in my life. Just this morning I stop at a local Diamond Shamrock to get gas, Arizona Ice Tea and a car wash. As I am walking in the door a sign right in front of me says "10 cent off per gallon when getting a car wash."
Now the Jeep was dirty and could use a wash so I the bright guy tell the lady behind the counter I would like to fill up and get the car wash deal. Then hand her my debit card. All appears to be good as I go back out to fill the Jeep. When I go back after filling the jeep I head to get and ice tea and back to the counter to settle up with the cashier. She proceeds to ring me up when I ask for just the cheap $6.00 wash (Six bucks for a rinse? DAMN!)
And way here is what she said "To late for a wash you have all ready pumped your fuel. I can't give you 10 cents off or a car wash now on this sale. I could run your card again after this sale." And I say "you have not swiped my card, go ahead an add the $6.00 wash"
Clerk "Can't"
Me "Why?"
Clerk "To late"
Me "to late to add some thing to this same ticket?"
Clerk "Yeah"
Me "really?"
Clerk " Yeah if I put a car wash on this same ticket it would look like I didn't offer you the 10 cents off per gallon to my boss when she looks at my tickets"
Me "but your not offering me 10 cents off per gallon?"
Clerk "I know"
Me " Well can you void this sale and start a new ticket with the 10 cents off per gallon, the car wash and the ice tea?"
Clerk "No sir"
Me "Why?"
Clerk "I don't know how to take the 10 cents off per gallon."
Me SPEECHLESS!
I let her ring me up, sign the ticket and head out when I get to the door she leaves me with one last parting statement. "I will know next time how to save you the 10 cents if you will come back. Oh yeah dude did you still want the card wash?"
Make me think of all the hundreds of thousands that are looking for any kind of work right now. Maybe it is me just expecting to get great customer service every time I have my card out to spend. Maybe the lady works as a rocket scientist and is laid off from the rocket job and had to pick up the $7.50 per hour Diamond Shamrock job. She can build a rocket but the cash register
is a little over her head. Maybe if she sleeps in a Holiday Inn Express things would go better.
Holiday Inn Express is a whole other post. Funny one though. Remind me to write that one out someday. lol
I must be getting older as I see it. I am starting to act and think like the wise old guys that taught me the art of customer service. Someone once said "The customer is always right"
Think I like this one better.
A guy like Dominic Sersanti taught me this one "The customer may not always be right but the customer always wins!"
You do what you need to do to keep that customer coming back again and again!
A guy like Mr. Wilson (one of my first mentors at 11 years old)
Mr. Wilson's favorite saying was "Don't look for the fast dime, get the slow buck"
In other words, what you want is that repeat customer. The customer you can count on ever time they need your service or products. Mr. Wilson let me cut my teeth on customer service at his hamburger joint he owned.
I just think that what all is going on right now "You would want the best of the best customer service people on your font line! Call it want you want but we all like the best service possible.
When you can show concern about what matters to your customer, that’s Business to Customer Loyalty, and you can bet on it, you’ve just acquired a customer for life.
Peace, love and the King!
Christopher Dee