What is normal in service anymore? Do we know? Everybody talks about wow and extraordinary experiences. We hear of how company so and so did something unique -- I do think that's another term we're abusing these days -- and other tales of incredible feats. Yet I do wonder out loud if we haven't gone off the deep end on our enthusiasm to celebrate the heroes of the day.
When I deal with a company about its product or service, sometimes a straight, honest answer goes much further than a string of good-sounding excuses and promises. And that answer is more likely a personalized experience vs. a canned response. That is the subject matter of my post at FC Expert blogs today. What conversations have you had with companies that felt more about you rather than about them?
Hi Valeria,
HA, this just happened to me yesterday! I was in Dallas visiting our restaurant group and had reserved a SuperShuttle from DFW Airport to our offices in Carrollton, Texas. The driver arrived a bit late, and proceeded to wait for other passengers to become available.
He talked quite a bit to his dispatcher - finding no other takers he drove around to each terminal, all four, and then opined to me how he didn't want to take just one person to Carrollton.
I understand that he probably makes less on that trip - but that is a scheduling problem, not MY problem! He chose to bring me into the conversation - the wrong conversation.
Posted by: Joe Raasch | March 22, 2007 at 07:55 PM
Joe:
This is precisely the type of rule we should consider quitting. A while ago, our CEO plastered signs about Sacred Cows all over the office. The idea is simple: go find those bureaucracies that are inefficient, and throw them out the window.
What happens when we just talk about something and do not do it? We're all still waiting for the first example to come from the top on down!
Posted by: Valeria Maltoni | March 26, 2007 at 09:08 AM