Tom Shay in Franklin, NC interviewing the mayor, Joe Collins on the importance of a Main Street program. This interview was a part of an educational session in which we were demonstrating how to use hipcast and wordpress.
Tom Shay interview with Joe Collins
January 26, 2010
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Posted by tomshay
How pathetic says Tom Shay
January 24, 2010Sitting this morning in the Asheville airport I am watching the most pathetic of small businesses. The snack bar attendee has been on the phone with someone for 20 minutes.
She stops to wait on anyone, but her voice is so loud that everyone knows of and hears her side of the conversation. She is so worked up that she is loud, crying and pacing as she tells someone of her extreme displeasure of working the weekend shift.
My friends, there are too many people out there looking for work. Get rid of these people and hire someone that appreciates a job, and their customers, no matter what day of the week it is.
As your customer, I deserve better treatment than this. If you don’t give me better service, I can find somewhere else to shop. Then you won’t have this problem employee as you won’t have the need for any employees as your business drops.
OMG! She is starting another call to someone to complain to. My flight cannot leave soon enough.
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Posted by tomshay
Tom Shay notes what happens when you just pay people to work
January 4, 2010There is a problem in business when you pay someone an hourly wage and expect that to take care of your giving great customer service. Let me share this morning’s example.
I walked into the nearby Ace Hardware store with a list of items I needed to make some home repairs. The first two employees I passed were busy having a personal conversation with each other. The third employee was busy texting someone. As I found the aisle I needed, there was an employee there who was busy with merchandise. That person did walk by me and said, ‘excuse me’. (Note: no ‘hello’ or offer to assist).
In selecting items I walked through more than half of the approximately 6,000 square foot store. On the way to the register with my six items, I passed another employee who smiled. I walked to the counter and waited for someone to show up to take my money.
In giving the change to me, the cashier did not count it back to me or say anything. I was the only customer in the store.
The lesson? If the neighborhood store is going to give service like this, why shouldn’t the customer go to the box store which has a much larger selection? For some customers the box store is even closer.
This staff does not care about customer service because they are not paid to care about customer service; they are simply paid to be there. How are things done in your business? Does it make a difference to the salesperson if the customer has a great experience? Does it make a difference to the salesperson if the customer buys something?
If not, I see your problem. Do you see it?
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Posted by tomshay
