http://www.stevecurtin.com/blog/2009/10/13/who%e2%80%99s-more-important-the-division-president-or-the-customer/ Memorable customer service...mostly. Wed, 03 Mar 2010 03:42:00 -0700 http://wordpress.org/?v=2.8.4 hourly 1 http://www.stevecurtin.com/blog/2009/10/13/who%e2%80%99s-more-important-the-division-president-or-the-customer/comment-page-1/#comment-951 Recommended Marketing Reads for Monday, 10-19 : Bizzia - Business News and Commentary – Finance and Business Tips Tue, 20 Oct 2009 04:48:16 +0000 http://www.stevecurtin.com/blog/?p=302#comment-951 [...] Who’s more important: the division president or the customer? One thing that bugs me when I go to the store is employees who complain about work, their boss, other customers, or their co-workers — in front of me. I find it highly unprofessional and it makes me uncomfortable. I don’t want to hear you complain, because it usually means you’re so busy with your conversation that you’re ignoring me. Your customer. So Steve’s post here about making sure your employees treat customers the same as the company big wigs hits a bulls eye for me. [...] [...] Who’s more important: the division president or the customer? One thing that bugs me when I go to the store is employees who complain about work, their boss, other customers, or their co-workers — in front of me. I find it highly unprofessional and it makes me uncomfortable. I don’t want to hear you complain, because it usually means you’re so busy with your conversation that you’re ignoring me. Your customer. So Steve’s post here about making sure your employees treat customers the same as the company big wigs hits a bulls eye for me. [...]

]]> http://www.stevecurtin.com/blog/2009/10/13/who%e2%80%99s-more-important-the-division-president-or-the-customer/comment-page-1/#comment-942 Steve Thu, 15 Oct 2009 05:30:50 +0000 http://www.stevecurtin.com/blog/?p=302#comment-942 Bob, thanks for your comment. I too have experienced isolated incidents at Nordstrom over the years that have left me stunned - given its reputation for service excellence. That reinforces the point that a company's reputation for service excellence lies precariously in the hands of front line hourly employees on a daily basis. That's why I tend to jump up and down about establishing, communicating, modeling, and rewarding standards of service excellence. Thank you for sharing this post with others on your team! Bob, thanks for your comment. I too have experienced isolated incidents at Nordstrom over the years that have left me stunned – given its reputation for service excellence. That reinforces the point that a company’s reputation for service excellence lies precariously in the hands of front line hourly employees on a daily basis. That’s why I tend to jump up and down about establishing, communicating, modeling, and rewarding standards of service excellence. Thank you for sharing this post with others on your team!

]]> http://www.stevecurtin.com/blog/2009/10/13/who%e2%80%99s-more-important-the-division-president-or-the-customer/comment-page-1/#comment-941 Steve Thu, 15 Oct 2009 05:24:19 +0000 http://www.stevecurtin.com/blog/?p=302#comment-941 Julie, I agree. Double standards are a sad fact of life. The difference, in my household anyway, is that when I demonstrate hypocrisy, my wife usually says, "C'mon Steve. You know better. You teach this stuff." Oh, the dagger... ; ) Julie, I agree. Double standards are a sad fact of life. The difference, in my household anyway, is that when I demonstrate hypocrisy, my wife usually says, “C’mon Steve. You know better. You teach this stuff.” Oh, the dagger… ; )

]]> http://www.stevecurtin.com/blog/2009/10/13/who%e2%80%99s-more-important-the-division-president-or-the-customer/comment-page-1/#comment-937 Julie Wed, 14 Oct 2009 12:38:34 +0000 http://www.stevecurtin.com/blog/?p=302#comment-937 A great reminder, Steve. I can't help but apply this concept to my own personal life and home. Why do I spend more time cleaning/sprucing up my home for visitors but let things get a bit messy for my own family to see? Point well-taken. A great reminder, Steve. I can’t help but apply this concept to my own personal life and home. Why do I spend more time cleaning/sprucing up my home for visitors but let things get a bit messy for my own family to see? Point well-taken.

]]> http://www.stevecurtin.com/blog/2009/10/13/who%e2%80%99s-more-important-the-division-president-or-the-customer/comment-page-1/#comment-935 Bob Watson Wed, 14 Oct 2009 05:57:21 +0000 http://www.stevecurtin.com/blog/?p=302#comment-935 This is an amazing post and one that I plan on sharing with everyone in my company! In regards to your Nordstrom reference, I have experienced an upswing in their employees' attitudes of late; there was a period during the past several years that I was extremely 'unimpressed' with their attitudes towards service and the customer, to the point of asking if they had read 'The Nordstrom Way'. This is an amazing post and one that I plan on sharing with everyone in my company! In regards to your Nordstrom reference, I have experienced an upswing in their employees’ attitudes of late; there was a period during the past several years that I was extremely ‘unimpressed’ with their attitudes towards service and the customer, to the point of asking if they had read ‘The Nordstrom Way’.

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