Comments for Steve Curtin

Comment on Marriott is in good hands by Steve Curtin

Steve Curtin — Thu, 12 Jan 2012 05:43:00 +0000

Bill, in my twenties, I recall feeling really blessed while listening to the horror stories my roommates told about their work cultures: politics, gossip, micromanagement, low trust, dysfunctional leadership, etc. While no company or office culture is devoid of these issues, I sincerely felt that the peers and leaders with whom I worked always had my back.

I’m sure this tendency was grounded in J.W. Marriott, Sr.’s Guideposts to Management and the company’s Guarantee of Fair Treatment. While the Guideposts (or, more recently, Marriott’s Principles and Values) may get buried in the employee handbook, every GM I worked for embodied these and practiced them daily. In this way, performance standards were always on display.

It may sound like I’m gushing but, from my perspective, the company really is THAT good. And, given Mr. Sorenson’s example, I fully expect this standard of performance to continue.

Comment on Marriott is in good hands by Bill Quiseng

Bill Quiseng — Wed, 11 Jan 2012 01:39:00 +0000

I joined Marriott over 30 years ago when there were only 32 Marriott hotels worldwide. Now there are nearly 3700 hotels so the news was concerning to me, too. It will the first time in the history of the company that there will not be a Marriott running the company. Looks like the Marriott service mantra and culture of “Take good care of your employees and they’ll take good care of the customers.” lives on, even to ex-alums like us. Marriott truly is in good hands.

Comment on Best Buy, Worst Service by Mad as Hell

Mad as Hell — Sun, 18 Dec 2011 20:21:00 +0000

Best Buy is a rip off store.
I brought a computer from them six months ago. Got a virus, took my computer to them to fix
they said two days. It’s been a week and
and notw they won’t $200.00 to fix a simple virus (WAY TO RIP OFF YOUR CUSTOMERS) You try calling them and it’s a 20min
hold. NEVER BUYING ANYTHING FROM BEST
BUY. May be one day they will understand
that it’s the customers that keep them alive.

Comment on Provide the unexpected by Anonymous

Anonymous — Sat, 17 Dec 2011 22:11:00 +0000

Another great example of doing the little unexpected extras. Helping Julie with her order was a sign of good service, following up with the ‘cheat sheet’ was a lagniappe act of kindness. Exceptional and imminently talkable.
Thanks Steve for yet another example for the Purple Goldfish Project.
Best,
Stan

Comment on Predictably poor customer service by Steve Curtin

Steve Curtin — Sat, 17 Dec 2011 16:59:00 +0000

I sense your frustration. I agree that the comment “All this over 5.00 certificates” is short-sighted. This supervisor needs a lesson in customer lifetime value. I’m not sure what the figure is for Toys”R”Us but I’m certain someone at its headquarters location knows the number – and it’s a BIG number.

I’ve read that the average lifetime value of a supermarket customer is $250,000 and the average LTV of a Starbucks customer is more than $14,000 (presumably in $4 increments…). Whatever the number is for Toys”R”Us, it’s a heck of a lot more than the value of the transaction you’ve described involving $5.00 certificates.

Comment on Predictably poor customer service by Steve Curtin

Steve Curtin — Sat, 17 Dec 2011 16:47:00 +0000

Jamie, thanks for taking the time to read and comment. My wife and I have four children 10 and under (ideal demographic for Toys”R”Us), yet have not purchased a single toy there during the most recent holiday shopping season. (Though we’ve spent hundreds between Target, Beyond the Blackboard, and Amazon.)

Here’s the key (that most businesses that offer subpar customer service fail to take into account): Even though Toys”R”Us has likely been packed with holiday shoppers spending gobs of money at its stores, it has forfeited my contribution (and yours) to its gross sales (and net profitability) because every individual customer is irreplaceable.

Comment on Predictably poor customer service by Theluckiest2775

Theluckiest2775 — Fri, 16 Dec 2011 20:52:00 +0000

Moana, this is EXACTLY what happened to us. We purchased a play set for my family this last summer and other purchases the same period. I never received the rewards. I just found out that they CHANGED FROM EMAIL TO MAIL. The customer service couldn’t tell me why or when. Wouldn’t help me. Asked for a supervisor. All she did was quote terms and conditions and say sorry over and over. I then asked for another level. Same story. Then at the third supervisor she said what I posted earlier….TOUGH.
I told her I work in retention training for a major company and that they should be embarrassed for what they call customer service and REWARDS. I told her that they are not just selling goods they are selling experiences and that with their aim at familys they have lost a family with many listening ears already at the age of 4 years old. She then said “All this over 5.00 certificates?”. Which I replied with “You truly don’t get it.”

Comment on Predictably poor customer service by Theluckiest2775

Theluckiest2775 — Fri, 16 Dec 2011 20:44:00 +0000

Toys R Us Rewards practically told me everything was my fault for not getting my rewards.
However Best Buy went through all my purchases and came up with a total going back 2 years and awarded “Consumer Appreciation” points that came out to over 200.00. That blew my mind…..

Comment on Predictably poor customer service by Theluckiest2775

Theluckiest2775 — Fri, 16 Dec 2011 20:41:00 +0000

Amen,
I just had a HORRIBLE experience with Toys R Us online customer service. Escalated to the third tier supervisor, 55 minutes, and she told me “its your choice where you chose to shop. If its not Toys R Us I am sorry.”
I told her “If its not Toys R Us its your FAULT!” She then hung up on me.

Horrible company….just horrible.

Comment on Predictably poor customer service by Jamie

Jamie — Fri, 16 Dec 2011 15:01:00 +0000

I have had the worst customer service from toys r us bar none! If you order online you get no customer service even when there is a problem. I have called them 7 TIMES and left 2 E-MAILS and still have not heard back from them. I work retail and until this had not realized how good are stores customer service is. It is ridiculous considering we are a discount retailer. I will NEVER shop here again, even if it means I cannot get the toy my child wants.