Welcome to the January 07 edition of The Dynamic Dispatch, the email newsletter of Dynamic Advantage.
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This Month’s Dispatch Data
- Service call: quality service, quickly
- Tips & tools: applying the Golden Rule
- Exemplary shopper of the month
- Customer service nightmare: blaming the customer
Is your service quick – and if it is quick, does it still include actual service?
It’s 2007. Customers expect fast service, and they still want it to be good. High-quality fast service is more in-demand than ever, and not just for the quick-serve food industry. If you think the sign on the right speaks for your business, it's no laughing matter.
Customers expect to be valued, and that extends to your valuing their time. As we all know, emotions quickly replace logic when your customers feel that they are stuck in line or sitting at a table waiting. And here’s what they’re thinking about while they’re waiting: where they could buy what they need faster next time (like – from your competition).
We can help you identify whether or not you have this problem – and then show you how to fix it. We are experts at monitoring speed and quality of service, analyzing our findings, and providing an action plan to solve problems, reward positive employee behavior and, most importantly, build your business.
Ready to beat your competition at this game? Email Stefan Doomanis or call him toll-free at 866.870.1251. He’ll respond quickly with a quality program tailored to your needs.
It’s 2007. Customers expect fast service, and they still want it to be good. High-quality fast service is more in-demand than ever, and not just for the quick-serve food industry. If you think the sign on the right speaks for your business, it's no laughing matter.Customers expect to be valued, and that extends to your valuing their time. As we all know, emotions quickly replace logic when your customers feel that they are stuck in line or sitting at a table waiting. And here’s what they’re thinking about while they’re waiting: where they could buy what they need faster next time (like – from your competition).
We can help you identify whether or not you have this problem – and then show you how to fix it. We are experts at monitoring speed and quality of service, analyzing our findings, and providing an action plan to solve problems, reward positive employee behavior and, most importantly, build your business.
Ready to beat your competition at this game? Email Stefan Doomanis or call him toll-free at 866.870.1251. He’ll respond quickly with a quality program tailored to your needs.
Sometimes the old rules are the best ones. As advocates of good customer service, we’ve always done our best to live by the Golden Rule: Treat others as you wish to be treated.
The Golden Rule is simple and effective. It’s no mystery why it’s part of almost every religion and code of ethics in the world. The more the Golden Rule is applied, the better life is for everyone.
That certainly applies to day-to-day business, especially in our consumerist society where people buy things every day of the week. Whether you’re top management or a front-line employee, remembering to take a minute to ask yourself, “How would I want to be treated in this situation?” has a clarifying effect. In almost every case, putting yourself in your customer’s shoes will help you provide customer satisfaction.
Want to help your customers have a better day (and thank you in the process)? Treat them the way you’d like to be treated.
Not sure if your employees are applying the Golden Rule? We'll help you find out. Call us toll-free at 866.870.1251.
The Golden Rule is simple and effective. It’s no mystery why it’s part of almost every religion and code of ethics in the world. The more the Golden Rule is applied, the better life is for everyone.
That certainly applies to day-to-day business, especially in our consumerist society where people buy things every day of the week. Whether you’re top management or a front-line employee, remembering to take a minute to ask yourself, “How would I want to be treated in this situation?” has a clarifying effect. In almost every case, putting yourself in your customer’s shoes will help you provide customer satisfaction.
Want to help your customers have a better day (and thank you in the process)? Treat them the way you’d like to be treated.
Not sure if your employees are applying the Golden Rule? We'll help you find out. Call us toll-free at 866.870.1251.
Our Exemplary Shopper of the Month, HA2193, lives and works in Southern California. Even though Becky started shopping for us only recently, her work has quickly distinguished her (even within our outstanding shopper pool). One reason might be that mystery shopping is in her blood: Her father is a mystery shopper who helped her get started. As members of a family that helped create the mystery shopping industry 60 years ago, we certainly respect that kind of heritage. Congratulations, Becky. We appreciate your good work.
As customers ourselves, we know there’s nothing we enjoy less than feeling blamed for things by businesses we’re buying from. Case in point:
After a meeting last week, we decided to stop at a local coffeehouse to get a cold drink before heading back to the office. We found parking and walked up to this business looking forward to a refreshing drink – and BAM! We were greeted by this sign.
To us – and, we’re sure, to every person who crosses this threshold – this sign in effect says, “Our dumb customers broke our door by opening it the wrong way.”
This leads us to three questions:
Here’s what we did:
After reading this sign and thinking about it for a minute while standing in line inside without being greeted – which makes us think that the sign is indeed indicative of the coffeehouse’s overall attitude – we took ourselves down the street an extra block to the next coffeehouse.
A simple rule of thumb: Any sign you have at your business should be warm and welcoming – and should not make your customers feel guilty or stupid.
As customers ourselves, we know there’s nothing we enjoy less than feeling blamed for things by businesses we’re buying from. Case in point:After a meeting last week, we decided to stop at a local coffeehouse to get a cold drink before heading back to the office. We found parking and walked up to this business looking forward to a refreshing drink – and BAM! We were greeted by this sign.
To us – and, we’re sure, to every person who crosses this threshold – this sign in effect says, “Our dumb customers broke our door by opening it the wrong way.”
This leads us to three questions:
- Who is really at fault – the customers, or the management who probably didn’t have a sign that made it really clear how to open the door properly
- Was this rant really worth it? We understand their frustration, but now they’re blaming everyone who comes to the store for something they didn’t do
- Is this indicative of the overall attitude inside? Because when people go to a coffeehouse they want to chill out – not get hassled further.
Here’s what we did:
After reading this sign and thinking about it for a minute while standing in line inside without being greeted – which makes us think that the sign is indeed indicative of the coffeehouse’s overall attitude – we took ourselves down the street an extra block to the next coffeehouse.
A simple rule of thumb: Any sign you have at your business should be warm and welcoming – and should not make your customers feel guilty or stupid.
Let us know what you think! Email us at info@dynamic-advantage.com. We’d love to hear from you.
Dynamic Advantage | 866.870.1251 (toll free) | info@dynamic-advantage.com
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| Dynamic Advantage 356 East Olive Ave #118 Burbank, CA 91502 Phone: 866.870.1251 (toll free) 818.238.1251 Online: Dynamic-Advantage.com |