Communication Coach Blog
This is a funny video spoofing U.S. airline security personnel and the hoops passengers (i.e. customers) need to go through to board an airplane these days. Even though it seems an exaggeration to me, I wonder if people out there have encountered something similar? Feel free to leave a comment if you have! Enjoy!
Many companies and celebrities had fun with this year’s April Fool’s Day, including the TTC – Toronto Transit Commission. I watched the above video, knowing it was a gag, and felt smug knowing I don’t break any social rules while in transit. I see plenty of people who do. I hate their actions. I don’t hate them as a person, but I hate what they seemingly represent – a nameless member of a crowd who can do anything they want to and they know no one will call them on it – at least in Toronto (because ‘everyone is weird here anyway’, right?)
I give the TTC an A for effort with this video, but a B at best for performance. No worries – it wasn’t supposed to be an expensive training video – just a gag with a point. And I love their point.
We as riders love to complain about the TTC staff (drivers and operators) and sometimes they deserve it, but I love the fact that this video illustrates the more pervasive issue on the transit, and that is customer behaviour. I almost wish (almost…) that TTC employed ‘social police’ that would come around the trains and give out warnings and tickets for fines to the people who listen loudly to their music on their phones (with no head phones), who put their bags all over the floor or in the seat next to them, who stand broadly in front of the doors that people need to exit and board from, who pig out loudly and messily, and those that have inappropriate loud conversations with friends in person or over the phone. I’ve heard hard-core cursing, racism, sexism and general craziness during my rides over the years! I’ve seen a dude roll a joint in a busy car at rush hour without a care in the world. I’ve seen scam artists try to persuade others to give them money.
I’ve also seen kindness, tolerance, patience and happiness, and that is what I mostly see every day.
I am glad to know that I am one of the many positive contributors to a better way on the TTC. I hope this video helps to create more. Good job TTC!
My wife is a big fan of Starbucks. When asked, she says she has no problem paying a little extra (compared to other leading coffee shops in Toronto) for the better tasting coffee (in her opinion) and the proper customer service. I found this video of Starbucks Customer Service online. No it’s not in Toronto and yes it seems like a Starbucks PR vid, but anyway, take a look and a listen to how the manager explains his version of customer service. What do you think?
In an ideal world (at least according to most riders), transit would be considered an essential service and would never go on strike, at least not an extended one. But in the meantime, I find it refreshing to say the least that York Region gave back to its riders, when they did not have to. Way to go!
York Region Article: YRT free for 2 months
You will be able to ride York Region Transit for free for nearly two months starting Saturday.
York Region council committed to making the service free for at least one month but is now committing to go further.
Free service is available from Feb. 4 to March 31.
With ridership levels certain to drop following the three-month strike, the region hopes you’ll consider leaving your car at home for a change.
“If you used our buses before, we’re welcoming you back,” regional chairperson Bill Fisch said. “And if you have never experienced transit in York Region before, the next two months are a great opportunity to give it a try.” Continue reading here: http://www.yorkregion.com/news/news/article/1289578
Canadians also had some main gripes when it came to their post-purchase customer service experience. Those complaints included having to fight too hard to resolve issues, which was a top-three complaint for 51 per cent of respondents. A return policy that was limited to in-store credits — no cash refund — was a top-three complaint for 49 per cent of respondents, while a return policy with hidden limitations was cited by 47 per cent in their top three.
Asked to rank their top three most-important elements of in-store customer service, 54 per cent said clearly priced products, while 48 per cent said having advertised products in stock. Almost half — 48 per cent — said fast service at checkout lines was among their top three.
The results are based on an online survey conducted by Leger Marketing between July 19 and July 24, 2011. A total of 1,025 Canadians answered the survey.
View original CBC Marketplace link here: http://www.cbc.ca/news/canada/story/2012/01/05/customer-service-pet-peeves-marketplace.html?cmp=rss
Last week I was honoured to have a client fly in to Toronto all the way from Paris, France to do a week of intensive communication coaching with me. It was her first time in Toronto and so I was more than happy to recommend some places to see, some restaurants to go and a few great hotels near my office.
I’m not going to mention the name of the hotel she chose in this post, simply because this story is technically ‘hearsay’ as I did not witness the conversations myself. Needless to say it is a very recognizable name and in a very popular area. I want to share with you her story to use as a learning lesson for those of you who are managers, customer service trainers, or leaders in your company, especially if you work in the hotel or guest services industry.
Quick Background: My client is a calm, mature, friendly and polite woman. She is very optimistic and enjoys her work and world travel. Her job frequently takes her to Washington 3 times a year, as well as to other US cities.
She came in to our session on the second morning and said “Okay – today I can feel that I’m in Canada and not the US”.
“Why is that?” I inquired.
“Because I called the front desk to tell them that my internet access that I paid for is not working properly, and she (the young lady at the front desk) said “well all of our other guest rooms are working properly. Maybe it’s your computer!”
“So I said it is not my computer. I do international business travel all the time and there is nothing wrong with my computer. I’ll even bring it down to you and show you.”
“So I brought my computer down to the front lobby to show them that the internet works perfectly there. They had no choice but to agree.”
“Finally they upgraded my room to a much bigger room now, for 2 people, and the internet works fine. I couldn’t believe it. In the US, you would never have had that conversation. Right from the beginning it would have been an apology and an attempt to fix the problem immediately or a move to a new room without the 30-minute discussion that wasted my time.”
In the end she was overall very happy with her first time in Toronto, and with her coaching as well. 🙂 But this short story is a reminder to those in customer service to be careful how you challenge guests, even accidentally, and to watch your word choice and tone of voice.
This story starts off with great customer service, and then unfortunately leads to disappointment.
On October 11th of this year I was searching for Star Trek TOS (The Original Series) Season 2 box set, which had been digitally remastered in 2008 and I was just getting around to collecting the DVDs this year. (I am a life-long Trekkie!)
I had already watched all of season 1 and was on the hunt for the season 2 box set. I went to HMV at Yonge/Bloor and they didn’t have it. I went to Sunrise Records & Tapes and they didn’t have it either, but the staff including the manager bent over backwards trying to either locate it in the back or see if it was lying around somewhere hiding. I really appreciated their effort. In the end of all I decided to place an order with the manager for Season 2, since it was not in the store, and I purchased Season 3 which was in the store. Hey it was even 10 bucks cheaper there than at HMV, so why not?
Sounds like pretty good customer service right? Winning the business away from the large conglomerate HMV? Yes…until…
I gave the manager my name, phone number and wrote out specific details of what I was putting on order. He promised to call as soon as it was in. He assured me that that little piece of paper would not get lost, and it would be ordered promptly.
Today is November 25th and there has not been any phone call from the Sunrise manager or staff to either say “Hey Geek! Your Star Trek is in! Come pick it up before we sell it to another Trekkie!” or
“Sorry for the delay Sir, your order will take longer than expected, but we are working on it” or
“Are you sure you really want Star Trek?” or any other voice message.
KHAAAANNNNN!!!!!!!!
I guess I will have to look to eBay or go back to HMV. Maybe it’s worth paying the extra 10 bucks if the big stores have better ordering systems. Maybe I was fooled by the personalized care and concern from the littler store, and have now paid the price by being forced to watch the 3rd season before the 2nd (Yes that’s right – I watched it. I couldn’t wait!)
The message here is you must keep your word to keep your customers. If you promise to order an item, then order the damned thing and keep in contact with your customer if there will be delays. Christmas is coming and I like to buy CDs and DVDs for my loved ones, and myself. Where do you think I will be shopping? HINT – I already purchased a CD today at HMV.
Sorry Sunrise. You had me at “Hello!” but lost me at “We’ll call you.”
UPDATE: I just got a call from the spa manager’s husband, who wanted to pass on an apology from the spa manager, who is currently out of the country. They saw the review I made online and wanted to explain that there was a personal problem (I don’t want to go into details) and it accidentally led to the confusion. They wanted to offer my wife and I a free 90 min massage. I told the husband that I accepted the apology and we would certainly consider coming back and also amending my online review (He did not ask for this, but I added it.)
Take-home Notes –
1 – It is great that they review reviews – every business should
2 – it is great that they apologized, even though we can understand the circumstances were not ‘normal’
3 – Always take care of your returning customers
4 – Give a little now and get more later
I did not write the review to get something for free, and as a matter of fact that is what drives me nuts about this country is that the only way to get listened to it seems is to cry loudly, and then most people expect some free gift for compensation.
At the time of writing this I have not received compensation but I have accepted their apology and therefore will amend my review.
Good recovery Summerhill Spa! We will see you again!