Customer Service

Business owners…..Make your employees soar. Train them!

Date: June 18, 2023

Author: Michelle L. McDonald

Categories: Business, Caribbean, Customer Service, Employees, Learning & Development, Training

As the description in this video says, well trained and knowledgeable employees make all the difference to a business’ revenue and profit. It’s no wonder that the best companies have a Human Resource Development strategy aligned with their business goals. And yet, so many business owners, especially who offer services, do not invest in a good training programme for their employees, including new hires.

I saw this scene while driving recently. My first thought was “whoever is operating that back ho, is very brave!” But then I reasoned that if the operator was very skilled because of good training, this excavation would be a breeze. However, it also occurred to me that the owner of this equipment would NOT hire someone to operate it who was not trained.

Herein lies the value of training. If you wouldn’t put a new hire to excavate this hillside on his or her first day on the job, why do business owners of, for example restaurants, retail shops etc put new employees to serve customers on their first day? Apart from it being unfair to the employee, it can hurt the business financially. A few days after I was driving by, I notice that a part of the back ho was broken. Could it be that either the driver was not trained and caused the accident, or was the person who serviced the back ho incompetent?

The lesson is invest in training. It does not have to be expensive. In fact, it is likely more expensive to NOT train employees.

Well hello!

Date: May 10, 2023

Author: Michelle L. McDonald

Categories: Customer Service, Service Excellence

It’s been awhile. I know! I have been busy pouring into others. Now it’s time to be selfish. I will be sharing my thoughts more regularly.

Customer service is a topic I like to talk about, since I studied it and do training in that area. Today I am giving kudos to David Duval at COK Sodality Credit Union in Jamaica for being so efficient and friendly when I had some requests from overseas. Call him.

It is really not that difficult to give good service. But I wonder….are some persons, like David Duval, just born to serve? Is there help for those who don’t have a service friendly personality?

“We are not allowed to sell it without the bread”: When companies get too big to personalize their offerings

Date: September 18, 2022

Author: Michelle L. McDonald

Categories: Caribbean, Customer Service, Food, Travel

I was recently in Trinidad and had to be at the airport early. The restaurant at the hotel where I was staying, had not opened by the time I had to leave for the airport. After I checked in for the flight, I went in search of breakfast. I saw on the Subway menu that they had eggs and bacon. I am trying to avoid eating processed carbohydrates, so I asked for the eggs and bacon but without the bread. The server said I had to have the bread. Puzzled, I responded that I don’t wish to have the bread. I was still not understanding why I couldn’t just have the eggs and bacon by themselves. With a “you are bothering me” look on her face, the server called the Supervisor.

After a few minutes, the Supervisor came over and I explained that I had asked for the eggs and bacon without the bread. She confirmed what the Server had told me: “We are not allowed to sell it without the bread.”

I walked away thinking what would happen if they removed the bread. Would it throw off their inventory numbers? Would she get in trouble? The other thing I thought was maybe it came pre-packaged and they couldn’t separate it. But she didn’t explain, nor did she offer a solution. Isn’t that what good customer service is about? Trying to satisfy the customer, and one who was hungry?

I asked around for local breakfast and I was directed to the Food Court, a short walk away. There I found the Bodega De Andries booth where I had a choice of a variety of items, including eggs and bacon….without bread.

Ms Sharon Andries-Franklin, after a bit of a quizzical look when I confirmed I did not want the coconut bake, cooked two scrambled eggs with bacon. She asked if I wanted vegetables with it (yes) and salt (yes). I paid $6 more for that meal than I would have paid for it at Subway.

You know in the movie Pretty Woman, when Julia Roberts’ character shopped up a storm, then went back to the store attendant who wouldn’t serve her because of how she looked, and said “big mistake” after establishing that she worked on commission? Yeah……it crossed my mind.

But instead, I walked past Subway without saying a word. I sat and ate my delicious hot, freshly cooked eggs and bacon, a satisfied customer because Miss Sharon had personalized the service and gave me what I asked for.

Big corporations must find a way to provide a customer experience that satisfies an individual customer’s needs, within reason. Customers do have a choice and they will vote with their feet, thereby reducing the company’s revenues.

Can you think of a big corporation which is able to personalize their offerings according to what the customer wants?

Service requires empathy…..and patience!

Date: February 16, 2019

Author: Michelle L. McDonald

Categories: Bank, Caribbean, Customer Service, Emotional Intelligence, Grenada, Jamaica, Service Excellence, Skills, Training

It was the typical scenario…..peak period in the bank and only 2 Tellers out of a possible 5 working. There was a Greeter who was asking people in the packed line what transactions they were there to do.

Sidebar: I don’t know which smart bank manager came up with this idea. It is NOT a good one as it breaches confidentiality.

Back to Miss Greeter. When I saw only 2 Tellers, I told her it might have been better if she was working as a Teller, given the shortage. Well she snapped from being the Gleeful Greeter to the “this is where they have placed me and what are you going to do about it?” persona. Seriously, I would have loved to have used a video of that interaction to show my trainees of how bodies leak information and what we are thinking.

Thankfully, I didn’t fall asleep while waiting. Relief as “next customer waiting” was me. I greet the Teller, comment on the many customers and few Tellers and asked her about her break time. We exchange a few more words after which she dealt with my loooooooooooong transaction.

I therefore had time to reflect on the difference on the two interactions. I realised that the key thing was that the Greeter did not express any empathy at all. The Teller could teach her a thing or two. Some skills come with practice I guess. I will be patient and hope the Greeter ‘gets’ the Empathy lesson.by

Kudos to Automotive Art for excellent service 👍🏼👍🏼

Date: January 17, 2018

Author: Michelle L. McDonald

Categories: Customer Service, Service Excellence, Training

As a trainer, I view service interactions through a critical lens. Did the attendant greet me first? What is their non-verbal communication conveying? Do they need training? The employees of Automotive Art definitely do not. My recent interactions there demonstrated hallmarks of excellent service, from start to finish. Here is how it went.

I was sent to buy coolant – a special type. To ensure I bought the correct one, I entered Automotive Art with a half full bottle. Immediately on entering, an attendant greeted me, looked at the bottle and asked if I had come to buy one. He had been dealing with a customer and after I answered “yes,” he asked the customer for permission to go and get the coolant for me. He was back within 30 seconds. Two points of excellence thus far.

Next, he told the security guard that I had brought in one of the bottles so I would be paying for only one. The guard did not immediately acknowledge him because he too was dealing with a customer. The attendant repeated it to ensure he had heard.

At the cashier, it appeared that a trainee was handling the station, with her trainer close by. Before I could speak, the guard told the trainer that I had to only pay for 1. When the trainee had completed the transaction before mine, she looked and saw that I had 2 bottles and asked the trainer if I was paying for 2. The trainer told her only 1, and that I had brought my own. More brownie points!

While the cashier was dealing with me, the trainer noticed I was wearing a T-shirt with the name of a secondary school on it. She asked me if I had gone to that school. I said yes and she said she also had attended that school. I joked that I was old enough to be her mother. That encounter ended and next, the security guard checked the bill and my purchase. I had paid by credit card and asked him for a stapler to fasten the slip to the receipt. He did not have one, however, he went and got one.

I was in and out in under 10 minutes and I was not the only customer.

What was so good about this experience?

I was greeted first, with a smile and eye contact and offered assistance.
I got served quickly.
The attendant requested permission from another customer first, before he assisted me.
Each attendant passed on information, ensuring I didn’t have to repeat it.
All employees were helpful and pleasant.
The trainer engaged me in conversation.

Delivering excellent service is really not that difficult. Ask Automotive Art how they did it. They certainly don’t need my help.by

No-hassle Customer Service

Date: August 29, 2016

Author: Michelle L. McDonald

Categories: Customer Service, KFC, Service Excellence, Service Recovery

It is so refreshing when service organisations offer no-hassle customer service. I recently ordered and paid for a three piece KFC combo from the store in Grand Anse in the south of Grenada. When I nearly reached home and looked in the box, I noticed that there were only two pieces in the box. I immediately sent an email with photos of the evidence.

After a few emails and a follow up telephone call, I got a return call from one of the company’s representatives. There was no discussion about why I did not carry back the box when I realized the error. Instead, there was the immediate offer of more chicken. I had recently started a (nother!) diet and when I mentioned this, the rep. quickly suggested a Subway salad instead.

I was really really pleased and of course I will think about patronizing this company again. Well done!by

Handling an irate passenger

Date: August 25, 2015

Author: Michelle L. McDonald

Categories: Airlines, Caribbean, Customer Service, Employees, Service Excellence, Service Failure, Service Recovery

Recently I was on a flight in the Caribbean and witnessed an incident involving a non-Caribbean family and a Flight Attendant. I observed how it was handled and will share some pointers on what could have been done differently to ensure the situation did not escalate.

The passenger boarded at the rear of the plane with his family, which included small children. My attention was called to them when I heard the passenger shout “how many times do I have to show them? I just showed the man down there!!”

Apparently, he was irate at having to again show his boarding pass, which he had already shown the airport security personnel at the bottom of the stairs. The Flight Attendant’s voice became somewhat raised as she asked the gentleman again for the passes, which had the seat assignments on them. During this time, other passengers were waiting to board and some of those already on board were waiting to use the washroom. The incident continued for what I would consider longer than acceptable.

Another good Customer Service experience

Date: November 22, 2014

Author: Michelle L. McDonald

Categories: Customer Service, Food, Jamaica, Service Excellence, Uncategorized

I like to recognize when companies give service. Have you ever tasted Walkerswood products? They are divine! I used to buy another brand of Jerk Seasoning until a friend said “Walkerswood is the best” and she was right. Their Solomon Gundy has the best consistency I have tasted. Imagine my anxiety when on my last trip to Jamaica, there was none available in any of the supermarkets I had tried….and I had been to several.

Delicious Herring Paste

Company websites are famous for having ‘Contact Us’ being unmanned. I sent a message anyway. Did I sound desperate enough?

Good day,
I just called your office to say I have been to 4 supermarkets this week. Losushans, Welcome, Sovereign and Superplus. Is there a problem with the supply? None anywhete. I am leaving the island on Monday and would love to get some without having to come to Beechwood Avenue.

This was sent 3 days before my departure. I was not hopeful. And then, within 17 minutes, my email notification went off that Sean Garbutt had sent me an email.