How To Applaud Good Service
How do you applaud good service?
tales from the customer service front.
you ever make the time to celebrate
with your suppliers and customers?
say, you seldom do this. That's a
say, you do it several times a year
- that's also a wrong answer.
the other hand, if you're always looking
for ways to applaud good service -
you nailed it.
just back from a 12-day cruise in
the southern Caribbean on the new
ship Marina, of the Oceania line.
not to like? Basking in the sun, sipping
margaritas, meeting interesting people
and enjoying the finest cuisine everyday.
a 1-10 scale I would rate our experience
as a 11.5. Bernadette, my wife is
writing a letter to Frank Del Rio
who is the chairman and chief executive
officer for the Oceania cruise line.
will be heaping the praises on Lauren
Clark, one of our servers, from South
Africa. Bernadette plans to tell Frank
about the positive experiences we
had with Lauren.
I'm on the subject of how to applaud
good service, it reminds me of the
dinner we had at the Beach Bistro
restaurant on Anna Maria Island a
few years ago. The dinner was a birthday
gift from Bernadette.
restaurant has an outstanding reputation
and prices which reflect this. Because
I was wearing black slacks, the server
exchange my white napkin for a black
one. It was a little thing and certainly
a nice touch.
dinner was excellent because I distinctly
remember cleaning my plate. When the
server asked about our dinner, I said
jokingly, "I really didn't like
blinking he said, "Before we
served it, we already took it off
about that, a little humor mixed in
with an extraordinary dining experience.
rewarded this extraordinary experience
with a very, and I mean very, generous
One more tale.
I was thinking about writing this
newsletter I went through some old
customer comments file and found an
e-mail from Brad D.
the time Brad was a sales representative
who works out of his home office.
For four years he used the same Pack
and Send Store to send product samples
to his customers.
misplaced a receipt he needed for
his expense report, so he went back
to the store to ask for a copy of
the lost receipt.
person working the cash register found
the receipt and made a copy for Brad.
sales clerk then said, "That
will be $.07 cents."
of course was "Blown away."
He didn't have any change on him,
which meant he had to go out to his
car to get some.
his e-mail to me, Brad says he spends
thousands of dollars every year shipping
his product samples to his customers.
woulda thunk- the sales clerk would've
said "Don't worry about it, it's
Brad Was upset and wrote a letter
to the store's owner explaining what
happened and also said he had paid
his last visit to the Pack and Send
say Brad averaged $2500 a year shipping
his samples to his customers. That's
$25,000 over the span of the next
10 years plus all the people he had
referred to the same store.
about a stupido move. This belongs
in neon lights up on a Marquee.
Pack and Send Store's loss would become
the Pack and Mail Store's gain.
what I think. Always applaud good
service. On the other hand, bad service
deserves a penalty of sorts.
my advice when it comes to customer
service. Applaud good service every
chance you get. And punish poor service
doesn't take a lot to applaud good
can send a letter!
can send a hand written note card!
truly stupendous service you can even
send a small gift!
you experience lousy customer service,
you can utter the words made famous
by Donald Trump, "You're fired!"
more you applaud good good service,
the more you'll get.
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