Comments on: What my two-year-old taught me about customer service http://www.stevecurtin.com/blog/2009/10/23/what-my-two-year-old-taught-me-about-customer-service/ Memorable customer service...mostly. Wed, 03 Mar 2010 03:42:00 -0700 http://wordpress.org/?v=2.8.4 hourly 1 By: Steve http://www.stevecurtin.com/blog/2009/10/23/what-my-two-year-old-taught-me-about-customer-service/comment-page-1/#comment-999 Steve Wed, 28 Oct 2009 03:01:17 +0000 http://www.stevecurtin.com/blog/?p=312#comment-999 Angel, nice to meet you here and on Twitter! I appreciate your comment and hope you'll return. The next post will address the question, "What does a pile of leaves have to do with customer service?" Stay tuned... ; ) Angel, nice to meet you here and on Twitter! I appreciate your comment and hope you’ll return. The next post will address the question, “What does a pile of leaves have to do with customer service?” Stay tuned… ; )

]]> By: Angel Heath http://www.stevecurtin.com/blog/2009/10/23/what-my-two-year-old-taught-me-about-customer-service/comment-page-1/#comment-997 Angel Heath Wed, 28 Oct 2009 00:44:24 +0000 http://www.stevecurtin.com/blog/?p=312#comment-997 Quote from Curt Newport "I have a rule: If I have to press more than 4 buttons to get to a live human being, OR, if hitting “0″ is not an option to get to somebody right away, that company loses my business. Period." You are better than me - I allow 2 buttons, say operator 2 times and press "0" - if that's doesn't get me a person then I am through. Customer service is extremely important in this day and age. I think that is one of the main reasons smaller companies are still around because everyone likes to feel welcomed and thanked for spending their money and time. Loved this article - you have a fan! Quote from Curt Newport “I have a rule: If I have to press more than 4 buttons to get to a live human being, OR, if hitting “0″ is not an option to get to somebody right away, that company loses my business. Period.”

You are better than me – I allow 2 buttons, say operator 2 times and press “0″ – if that’s doesn’t get me a person then I am through.

Customer service is extremely important in this day and age. I think that is one of the main reasons smaller companies are still around because everyone likes to feel welcomed and thanked for spending their money and time.

Loved this article – you have a fan!

]]> By: Steve http://www.stevecurtin.com/blog/2009/10/23/what-my-two-year-old-taught-me-about-customer-service/comment-page-1/#comment-965 Steve Sat, 24 Oct 2009 21:51:59 +0000 http://www.stevecurtin.com/blog/?p=312#comment-965 I agree. Both the rewards and consequences are great. Thanks Jeffrey. Loved this recent article of yours: http://restaurantcoachingsolutions.com/it’s-the-service-stupid/ I agree. Both the rewards and consequences are great. Thanks Jeffrey. Loved this recent article of yours: http://restaurantcoachingsolutions.com/it’s-the-service-stupid/

]]> By: Jeffrey Summers http://www.stevecurtin.com/blog/2009/10/23/what-my-two-year-old-taught-me-about-customer-service/comment-page-1/#comment-963 Jeffrey Summers Sat, 24 Oct 2009 20:56:19 +0000 http://www.stevecurtin.com/blog/?p=312#comment-963 Great post Steve! The rewards for being engaging and authentic in every guest touchpoint are great. But so are those if you are not. Great post Steve!

The rewards for being engaging and authentic in every guest touchpoint are great. But so are those if you are not.

]]> By: Steve http://www.stevecurtin.com/blog/2009/10/23/what-my-two-year-old-taught-me-about-customer-service/comment-page-1/#comment-961 Steve Sat, 24 Oct 2009 17:45:13 +0000 http://www.stevecurtin.com/blog/?p=312#comment-961 Thanks Curt. The server example really underscores the missed opportunities to not only add value and upsell, but to increase the income of the server. Even at a base gratuity of 15% for average service, 15% of a $5 pint of beer is more than 15% of a $2 glass of soda or, worse, a free glass of water. I have been influenced many times to try new beers or take advantage of specials as a result of captivating stories or descriptions by engaged servers. While these servers add value and increase their incomes with every table they touch, many servers don't seem to recognize the same opportunities. By rushing the order process (and missing chances to sell) or not taking the time to sufficiently establish rapport with diners, they're forfeiting income opportunities every shift. In the pursuit of efficiency (i.e., serving more guests quickly), they're forfeiting effectiveness (i.e., delivering memorable service that creates loyal customers who become promoters of their restaurant) - not to mention income. Thanks Curt. The server example really underscores the missed opportunities to not only add value and upsell, but to increase the income of the server. Even at a base gratuity of 15% for average service, 15% of a $5 pint of beer is more than 15% of a $2 glass of soda or, worse, a free glass of water. I have been influenced many times to try new beers or take advantage of specials as a result of captivating stories or descriptions by engaged servers. While these servers add value and increase their incomes with every table they touch, many servers don’t seem to recognize the same opportunities. By rushing the order process (and missing chances to sell) or not taking the time to sufficiently establish rapport with diners, they’re forfeiting income opportunities every shift. In the pursuit of efficiency (i.e., serving more guests quickly), they’re forfeiting effectiveness (i.e., delivering memorable service that creates loyal customers who become promoters of their restaurant) – not to mention income.

]]> By: Curt Newport http://www.stevecurtin.com/blog/2009/10/23/what-my-two-year-old-taught-me-about-customer-service/comment-page-1/#comment-960 Curt Newport Sat, 24 Oct 2009 16:57:04 +0000 http://www.stevecurtin.com/blog/?p=312#comment-960 Very nicely put, Steve. Many companies now believe they cannot afford effectiveness. It is much more efficient to have a series of voicemail recordings that answer all the questions a customer can possibly ask. It's a lot less expensive. I have a rule: If I have to press more than 4 buttons to get to a live human being, OR, if hitting "0" is not an option to get to somebody right away, that company loses my business. Period. There are a lot of fish in the sea. Everybody is angling for customers. I'm going to give my money to somebody who makes me feel special. I also strive to treat my customers that way, as well. Oil companies have historically drilled thousands of wells to nowhere before finding a gusher. You just never know where that gusher is. Besides, if you enjoy your job, and believe in your product.....it's really not that hard. Thanks for another great blog, Steve! Very nicely put, Steve. Many companies now believe they cannot afford effectiveness. It is much more efficient to have a series of voicemail recordings that answer all the questions a customer can possibly ask. It’s a lot less expensive.

I have a rule: If I have to press more than 4 buttons to get to a live human being, OR, if hitting “0″ is not an option to get to somebody right away, that company loses my business. Period.

There are a lot of fish in the sea. Everybody is angling for customers. I’m going to give my money to somebody who makes me feel special.

I also strive to treat my customers that way, as well. Oil companies have historically drilled thousands of wells to nowhere before finding a gusher. You just never know where that gusher is. Besides, if you enjoy your job, and believe in your product…..it’s really not that hard.

Thanks for another great blog, Steve!

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