Yesterday as my boys and I were on the way to the grand opening of a new racetrack, I pulled into a diner to use the restroom. I figured it would only be fair to be a patron if I wanted to use their facilities and I needed a cup of coffee so decided I’d make that purchase.
As I approached the door, a large sign said “Rest rooms for customers only.”
I’ve seen signs like that countless times but found it off-putting.
I went elsewhere.
The sign backfired. I would have been a customer but something about the tone of the sign made me change my mind. I know it must be a royal pain to have non-customers using the restroom, but how many–like me–might have responded to the law of social reciprocity and would have become customers?
Maybe customer service should put more emphasis on the word “service” than just “customer.”
Food for thought…
Mark, this post reminded me about something that just happened to me. I’ll try to be brief. I got an email from Caribou coffee in early July, wishing me a happy birthday and offering me a free cup of joe. Since I am currently deployed to Iraq, I sent them an email and sort of tongue in cheek told them that since there are no Caribou’s in Iraq, maybe they could donate my free cup to someone at the store I frequent when I am home. The next day a customer service rep replied cheerfully that she would see what she could do about that AND asked for my address so she could send me a pound of coffee! Outstanding. Navy Chief, free coffee, happy Sailors! Two weeks later I got a $5 Caribou gift card at the address I provided her. Like I said, no Caribou’s in Iraq, so I went online and was going to order some coffee to be sent here, no problem. Problem, minimum price for a HALF pound of coffee? $7.00
What started out as an excellent customer service interaction turned into kind of a funny scenario, I felt like Caribou was going all Army on me, as this is the kind of treatment I would have expected had I asked the supply seargent to send me a pound of coffee, but not Caribou.
Al
Hello Mark
I read your your note, and I can relate to your irritation! I would be so vexed indeed!! What is the name of the Race track? Others should know, especially the race track.
If you like you can publish this comment on http://www.hellopeter.com hellopeter.com is a website aimed at getting the word out there about service; and more specifically, its aim shares the same feeling about which you wrote. The website coerces companies to respond; by coerce, I mean it lays a social responsibility on them by way of the website’s immense visitors each day. Do me, and all of us, a favour! Go on the website and let EVERYONE know.
Regards
Jordan
Hi.
I laughed when I read this. You are suffering from the same thing as I am, you have been working with customer care for so long that you have become very detail oriented, and get stuck in unimportant stuff. My wife complain at me when I comment that the person was not smiling, or the candle on the table is burned down, or for all other minor errors like spelling, handwritten signs and the way people talk. 🙂
I do not think to many people think about it, only the few that been working with this for years.
One of my former employees quit her call center job to become a manager at a restaurant. (I do not understand this raving choice… 🙂 ) Anyhow, I visited her place and gave a good feedback on good and bad things. Like a handwritten sign…and other small things. But to my suprise I did not get a thank you or any other form of feedback. I did however return a week later and most of my suggestions was to my joy changed. Still no thank you note in return… so I feel a little bummed. I have decided not to let that influnce my opionion as she is young and probably not fully developed the insane eye for details yet. 🙂
But yes. Customer service can backfire. I have also recieved gift certificates that is so hard to use, I believe they are still stuffed away somewhere.
Mark,
I completely agree that the tone of the message is vital to how our customers receive it. I see so many signs that say things like, “Employees Only,” or “Don’t Touch.” It would be nice to at least add the word “please” to the statement.
Mark,
I have exactly the same response to “Customers Only” signs. They strike me as cold and uninviting.
When I experience anything remotely close to customer service, I take notice. On occasion — rarely — I’ve been bowled over by someone’s gracious hospitality. And I never forget it.
Chris
I definently make it my personal policy to always reciprocate by buying “something” if I use a business’ restrooms. Interesting though. I wonder who made that call for the sign. Was it the shift supervisor who was tired of detailing employees to clean the restroom? Or was it the general manager who was tired of buying toilet paper and cleaning supplies? Or was it something as basic as sheer greed in being able to pocket the minimal amount of extra profit that reducing toilet paper and cleaning supplies expenditures would bring?
I, personally, would think that a business that offered restrooms freely and kept them clean would benefit greatly. In Texas, for instance, there is a gas station / convenience store chain called “Bucky’s” that is extremly successful. In fact, these “gas stations” are huge in the number of pumps and the “convenience store” looks like a mini-wal mart. And, do you know what they both pride themselves in and put on their advertising billboards up and down the highway? They put their logo and “Clean Restrooms.” That’s it. And for anyone who has ever seen a bucky’s, they are doing quite well for themselves.
-Kyle
Update on the first comment above. Today, along with TWO pounds of coffee, I received the following handwritten note: “Alan – I am so sorry for our error! I saw your post on a customer service site and felt horrible about our mistake! It seems cruel that we sent a [gift]card. Again, I am so sorry. Please enjoy the coffee and thank you for all you do! ~Lisa”
Way to go Lisa and Caribou. It wasn’t like I was going to stop buying coffee there, but I like the lesson a lot. I try to teach it to my Sailors whenever I can: If its wrong, make it right, learn from it and move on.
Al