Welcome to the November 06 edition of The Dynamic Dispatch, the email newsletter of Dynamic Advantage.
We bring you better customer service.
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This Month’s Dispatch Data
- Service call: fighting fines
- Tips & tools: the best gift this holiday season
- Exemplary shopper of the month
- Customer service nightmare: the comics curmudgeon
If you’ve been following the news lately, you’ve probably noticed a rash of fines levied against business owners for selling alcohol or tobacco to minors. Although we’ve noticed it happening all over, the authorities here in California seem especially determined to attach stiff penalities, up to and including prosecution.In any business knowing and complying with laws is expected. And being aware of laws as they pertain to selling Alcohol and Tobacco are especially important because they relate to protecting minors from making (illegal) purchases. These laws are taken very seriously, and are met with fines and penalties not only for businesses but employees. And many states such as California have enforcements agencies like the Department of Alcoholic Beverage Control that work very hard to enforce the fines and penalties associated with not complying with those state laws.
This makes it an absolute necessity for businesses to develop compliance policies, continually educate and train employees, and use electronic age verification scanning systems. But even with that, agencies like the ABC don't seem to have any problem finding clerks that don't ask for ID on the sale of Alcohol or Tobacco to minors.
How can we help? We can provide a system to monitor and manage compliance polices, by making sure that clerks are in the habit of always asking for ID and using those electronic age verification systems. And the most effective part: We provide a tool to encourage clerks to ask for ID by helping
identify and reward positive interactions, and in turn finding out where
additional training is needed.
Contact us. We can help you monitor your age verification program and minimize or avoid these problems.
The best gift you can give this year is free: a smile.In Dale Carnegie’s “How to Win Friends & Influence People,” he writes about a department store in New York that, knowing their sales clerks would face enormous pressure during the Christmas rush, nevertheless didn’t want anyone to lose sight of the importance of a warm, genuine greeting. So they decided to use the following message in print advertisements during the holiday season. The effect was huge – both with their sales people and their customers.
The value of a Christmas SmileFor many of our clients, the holiday season is the most important sales period in the year. It’s also a time to reconnect on a personal level with the people you see every day, and a smile does that.
It cost nothing, but creates much.
It enriches those who receive, without impoverishing those who give.
It happens in a flash and the memory of it sometimes lasts forever.
None are so rich they can get along without it and none so poor but are richer for its benefits.
It creates happiness in the home, fosters good will in a business, and is the countersign of friends.
It is rest to the weary, daylight to the discouraged, sunshine to the sad, and Nature’s best antidote for trouble.
Yet it cannot be bought, begged, borrowed or stolen, for it is something that is no earthly good to anybody till it is given away.
And if in the last-minute rush of Christmas buying some of our salespeople should be too tired to give you a smile, may we ask you to leave one of yours?
For nobody needs a smile so much as those who have none left to give!
Our friendly reminder: The holidays are a time to be thankful to those around you – including your customers, who put food on your table. Giving them a smile will help keep them coming back every holiday season, and the rest of the year as well.
Our Exemplary Shopper of the Month, AY8013, has been shopping the Los Angeles area (mostly the Valley) for two and a half years now. Given how the Valley (her main shopping area) has exploded with retail and restaurants, you can see how important providing good customer service is in that area. Congratulations, Eva. We appreciate your fine work.
A friend and client who is also a comic-book fan sent in this horror story about a retail store that specializes in comic books. He writes:
“A friend of mine emailed me that I could find a certain book at this comic-book store I had already visited and planned never to return to. Why not? As I told him, the last time I was there the couple who own the store were having a truly ugly marital squabble that detracted from my escapist enjoyment of comic books.”
His friend emailed back – and that’s when he learned that this was not an isolated incident.
“The woman seems to have severe problems,” the friend wrote. “I’ve seen her get nasty several times. Recently a comic was put in my box that I didn’t remember ordering. I went out to my car and brought in my list. When I told her it wasn't on there she started ranting about how it was a mature title and couldn't be put out on the rack, and couldn't be returned. Then she tore it up and threw it into the trash. Wow.”
Ironically, the customer had been ready to admit his own possible fault – until this woman’s temper tantrum. Her behavior has cost the store at least two customers that we know of.
To help ensure your business is providing good customer service, call us toll-free at 866.870.1251. We’re experts in keeping your customers coming back.
Got a customer-service nightmare story you’d like us to share in this newsletter? Send it to us!
A friend and client who is also a comic-book fan sent in this horror story about a retail store that specializes in comic books. He writes:“A friend of mine emailed me that I could find a certain book at this comic-book store I had already visited and planned never to return to. Why not? As I told him, the last time I was there the couple who own the store were having a truly ugly marital squabble that detracted from my escapist enjoyment of comic books.”
His friend emailed back – and that’s when he learned that this was not an isolated incident.
“The woman seems to have severe problems,” the friend wrote. “I’ve seen her get nasty several times. Recently a comic was put in my box that I didn’t remember ordering. I went out to my car and brought in my list. When I told her it wasn't on there she started ranting about how it was a mature title and couldn't be put out on the rack, and couldn't be returned. Then she tore it up and threw it into the trash. Wow.”
Ironically, the customer had been ready to admit his own possible fault – until this woman’s temper tantrum. Her behavior has cost the store at least two customers that we know of.
To help ensure your business is providing good customer service, call us toll-free at 866.870.1251. We’re experts in keeping your customers coming back.
Got a customer-service nightmare story you’d like us to share in this newsletter? Send it to us!
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 |