Comments for Steve Curtin http://www.stevecurtin.com/blog Just another WordPress weblog Thu, 20 Nov 2008 14:32:53 +0000 http://wordpress.org/?v=2.5 Comment on Cowbell Sandy by Steve Curtin » Blog Archive » Authentic enthusiasm closes sales! http://www.stevecurtin.com/blog/2008/05/07/cowbell-sandy-employee-engagement/#comment-57 Steve Curtin » Blog Archive » Authentic enthusiasm closes sales! Wed, 29 Oct 2008 19:13:25 +0000 http://www.stevecurtin.com/blog/?p=9#comment-57 [...] jet airplanes!  Enthusiasm and belief in your cause sells!  Want proof?  Check out this earlier post. [...] […] jet airplanes!  Enthusiasm and belief in your cause sells!  Want proof?  Check out this earlier post. […]

]]> Comment on Share unique knowledge by steve http://www.stevecurtin.com/blog/2008/08/18/unique-knowledge/#comment-34 steve Thu, 21 Aug 2008 18:50:56 +0000 http://www.stevecurtin.com/blog/?p=33#comment-34 Thanks swirlingnotions! Now if I can only get to Oahu! Thanks swirlingnotions!

Now if I can only get to Oahu!

]]> Comment on Share unique knowledge by swirlingnotions http://www.stevecurtin.com/blog/2008/08/18/unique-knowledge/#comment-33 swirlingnotions Thu, 21 Aug 2008 17:56:32 +0000 http://www.stevecurtin.com/blog/?p=33#comment-33 Great insight, Steve! I experienced this in a profound way at my stay at the Sheraton Moana Surfrider on Oahu. It's an historic hotel within a very rich culture, and they wove both into their interactions with the guests. Great insight, Steve! I experienced this in a profound way at my stay at the Sheraton Moana Surfrider on Oahu. It’s an historic hotel within a very rich culture, and they wove both into their interactions with the guests.

]]> Comment on Paper or Plastic? by Steve http://www.stevecurtin.com/blog/2008/05/03/paper-or-plastic/#comment-24 Steve Thu, 26 Jun 2008 04:55:16 +0000 http://www.stevecurtin.com/blog/?p=8#comment-24 Hello Wendy. Your comment re: Chick Fil A setting the standard for fast and friendly service, enticed me to stop by my local Chick Fil A on the way home this evening. To your point, the gal who waited on me (Lindsey) was delightful. Also, this particular location was celebrating Customer Appreciation Week and, as I learned from Lindsey, had given away hundreds of milkshakes earlier in the day as a way to recognize their customers. So, I have to agree with you. It seems that southern hospitality is alive and well - even out west! Hello Wendy. Your comment re: Chick Fil A setting the standard for fast and friendly service, enticed me to stop by my local Chick Fil A on the way home this evening. To your point, the gal who waited on me (Lindsey) was delightful. Also, this particular location was celebrating Customer Appreciation Week and, as I learned from Lindsey, had given away hundreds of milkshakes earlier in the day as a way to recognize their customers. So, I have to agree with you. It seems that southern hospitality is alive and well - even out west!

]]> Comment on Paper or Plastic? by Wendy http://www.stevecurtin.com/blog/2008/05/03/paper-or-plastic/#comment-23 Wendy Thu, 26 Jun 2008 00:34:35 +0000 http://www.stevecurtin.com/blog/?p=8#comment-23 I have to say that here in the south (NC) you don't see much of that anymore - the southern hospitality is still alive and Chick Fil A restaurants have set a standard for fast and friendly service. Very rarely do I come across bad greetings... well except at Wal-mart... sorry but they continue to be bad! I have to say that here in the south (NC) you don’t see much of that anymore - the southern hospitality is still alive and Chick Fil A restaurants have set a standard for fast and friendly service. Very rarely do I come across bad greetings… well except at Wal-mart… sorry but they continue to be bad!

]]> Comment on Customer-Unfriendly Return Policy by Steve http://www.stevecurtin.com/blog/2008/06/05/customer-unfriendly-return-policy/#comment-22 Steve Sun, 08 Jun 2008 01:08:24 +0000 http://www.stevecurtin.com/blog/?p=12#comment-22 Dianne, Interestingly, in a recent survey I conducted regarding reasons for declining customer service, the number one reason suggested by respondents was "workforce optimization" - which is just a fancy way of saying that most businesses are so focused on short-term efficiencies (employee productivity, cost savings, cutting corners, etc.), that they tend to sacrifice long-term effectiveness (employee and customer satisfaction, quality, loyalty, etc.). One respondent said that mom-and-pops establishments are about the only places that consistently provide exceptional service anymore - because they haven't been told by corporate headquarters to optimize! Thanks for your comment! Dianne,
Interestingly, in a recent survey I conducted regarding reasons for declining customer service, the number one reason suggested by respondents was “workforce optimization” - which is just a fancy way of saying that most businesses are so focused on short-term efficiencies (employee productivity, cost savings, cutting corners, etc.), that they tend to sacrifice long-term effectiveness (employee and customer satisfaction, quality, loyalty, etc.). One respondent said that mom-and-pops establishments are about the only places that consistently provide exceptional service anymore - because they haven’t been told by corporate headquarters to optimize!
Thanks for your comment!

]]> Comment on Customer-Unfriendly Return Policy by Dianne O'Brian http://www.stevecurtin.com/blog/2008/06/05/customer-unfriendly-return-policy/#comment-21 Dianne O'Brian Sat, 07 Jun 2008 22:15:09 +0000 http://www.stevecurtin.com/blog/?p=12#comment-21 Steve, Your comments speak directly to what is going on in the retail industry nation-wide. The "how-can-I-help-you" has been replaced with the "we-need-your-dollars-but-not-your-business" mentality!! At what point will retail figure out that Nordstrom's (mentioned in an earlier blog) and a few others really DO have the answers to all retail questions!! Steve,
Your comments speak directly to what is going on in the retail industry nation-wide. The “how-can-I-help-you” has been replaced with the “we-need-your-dollars-but-not-your-business” mentality!! At what point will retail figure out that Nordstrom’s (mentioned in an earlier blog) and a few others really DO have the answers to all retail questions!!

]]> Comment on Freedom of choice by David Toomey http://www.stevecurtin.com/blog/2008/05/19/freedom-of-choice/#comment-20 David Toomey Mon, 19 May 2008 16:19:29 +0000 http://www.stevecurtin.com/blog/?p=11#comment-20 Loved this story! Thanks for sharing it! Loved this story! Thanks for sharing it!

]]> Comment on Retail Store Greeters by Steve http://www.stevecurtin.com/blog/2008/05/01/retail-store-greeters/#comment-14 Steve Fri, 09 May 2008 15:10:27 +0000 http://www.stevecurtin.com/blog/?p=7#comment-14 Julie...great points. A friend of mine, who's a psychologist, recently passed along a scholarly article that (ironically) challenged the assumption that training and educations was necessary (in every case) to improve one's performance. The author's contention was that some (most?) folks would be better served with encouragement to be themselves rather than training to be someone they're not. So maybe the employee's purpose, in a greeter position, could be to genuinely welcome the customer...however he or she defines that. Of course, I'd role play in advance to make sure their definition of "genuinely welcome" was aligned with the expectation (e.g., the expectation of a greeting may vary from a Four Seasons hotel to a Blockbuster video store). Curt...great illustration. For me, you really made the feeling of depersonalization (as a result of the rote greetings and other scripts) come alive. Interestingly, Julie used the word "purpose" and you chose the word "intent." It sounds like you both may be saying the same thing along the lines of communicating expectations to employees and providing job clarity (i.e., the meaning and significance of a particular job role). I read, for instance, that Starbucks does not consider itself in the coffee business serving people, but in the people business serving coffee. That's an important distinction that most Starbucks baristas, based on my experience anyway, seem to "get." Julie…great points. A friend of mine, who’s a psychologist, recently passed along a scholarly article that (ironically) challenged the assumption that training and educations was necessary (in every case) to improve one’s performance. The author’s contention was that some (most?) folks would be better served with encouragement to be themselves rather than training to be someone they’re not.

So maybe the employee’s purpose, in a greeter position, could be to genuinely welcome the customer…however he or she defines that. Of course, I’d role play in advance to make sure their definition of “genuinely welcome” was aligned with the expectation (e.g., the expectation of a greeting may vary from a Four Seasons hotel to a Blockbuster video store).

Curt…great illustration. For me, you really made the feeling of depersonalization (as a result of the rote greetings and other scripts) come alive.

Interestingly, Julie used the word “purpose” and you chose the word “intent.” It sounds like you both may be saying the same thing along the lines of communicating expectations to employees and providing job clarity (i.e., the meaning and significance of a particular job role).

I read, for instance, that Starbucks does not consider itself in the coffee business serving people, but in the people business serving coffee. That’s an important distinction that most Starbucks baristas, based on my experience anyway, seem to “get.”

]]> Comment on Retail Store Greeters by Curt Newport http://www.stevecurtin.com/blog/2008/05/01/retail-store-greeters/#comment-7 Curt Newport Wed, 07 May 2008 20:53:17 +0000 http://www.stevecurtin.com/blog/?p=7#comment-7 One of the banks in my area (Northern Virginia) recently instituted a policy that, in addition to their greeter (I believe the actual position title is "expediter", although the actual function remains a bit of a mystery to me), they apparently now require every teller to provide a greeting to every customer. This greeting must include the following: 1) A greeting (Hello, Good Morning, etc) 2) The word "Welcome" 3) The name of the bank 4) A personal introduction (My name is....) 5) An offer of service (May I help you?) It has been drilled into the bank employees like there is no tomorrow. Unfortunately, and I have provided this feedback directly to the Branch Manager at two locations, it has de-personalized the experience for me. My specific comments to management were that it felt like I was watching all of the tellers answer the phone. "Hello, welcome to Midtown Federal, my name is Bob, how may I help you?". As a frequent bank customer, I felt I deserved a more personal interaction, and one that sounded less canned, and that was my point. For all of the retailers out there that now include a customer service survey invitation on the receipt, almost all have a script that all check out clerks must follow to invite them to participate. Witness my everyday interactions at a major office supply store in my town: ".....and, if you call this number or log on to www.thiscompany.com/survey/thistown and enter this 28 digit invitation number, you could be entered into a drawing for $1000." More important than the execution is the intent. If our front line associates and partners understand the INTENT behind our initiatives, we are more likely to get the results that we want. If our "greeters" or "expediters" or even "cashiers" in multi-functional environments would understand the intent behind the execution, I think we would have greater success in what we ask them to do. One of the banks in my area (Northern Virginia) recently instituted a policy that, in addition to their greeter (I believe the actual position title is “expediter”, although the actual function remains a bit of a mystery to me), they apparently now require every teller to provide a greeting to every customer. This greeting must include the following:

1) A greeting (Hello, Good Morning, etc)
2) The word “Welcome”
3) The name of the bank
4) A personal introduction (My name is….)
5) An offer of service (May I help you?)

It has been drilled into the bank employees like there is no tomorrow. Unfortunately, and I have provided this feedback directly to the Branch Manager at two locations, it has de-personalized the experience for me. My specific comments to management were that it felt like I was watching all of the tellers answer the phone. “Hello, welcome to Midtown Federal, my name is Bob, how may I help you?”. As a frequent bank customer, I felt I deserved a more personal interaction, and one that sounded less canned, and that was my point.

For all of the retailers out there that now include a customer service survey invitation on the receipt, almost all have a script that all check out clerks must follow to invite them to participate. Witness my everyday interactions at a major office supply store in my town: “…..and, if you call this number or log on to http://www.thiscompany.com/survey/thistown and enter this 28 digit invitation number, you could be entered into a drawing for $1000.”

More important than the execution is the intent. If our front line associates and partners understand the INTENT behind our initiatives, we are more likely to get the results that we want. If our “greeters” or “expediters” or even “cashiers” in multi-functional environments would understand the intent behind the execution, I think we would have greater success in what we ask them to do.

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