Last night, we stopped at an ice cream shop after an event. One of the team members specializes in health inspection for food service business. They are astutely aware of when the property health and safety requirements are being ignored. It's a frustrating part of knowing the rules and seeing them broken in front of your very eyes.
Today, we had to call an internet business regarding an issue with a product we purchased. The product ended up being the wrong size, wrong design, and because of the error we were not able to complete a job. We rang through to customer service and were pleasantly surprised to not have to go through an extensive series of prompts to connect with a staff person.
Furthermore, the staff person quickly identified themselves and asked how they could help. That is end of what we hoped was going to be a pleasant customer service experience. The representative immediately began talking and never stopped. Here is a synopsis of how the interaction went. Sadly, it is difficult to capture the speed and veracity at which the staff person spoke to us including the constant interruptions while we were speaking.
When you frequent an establishment, you expect that someone, anyone, will remember something about you. Maybe they don't remember your name, but they remember that you've been in before. In this case, the owner has a great memory for names and details and is able to make his customers feel valued and welcomed. Not all establishments have this style of customer service. For example, every morning we stop at the same Dunkin' (Donuts). We order the same coffee, medium, hot, decaf, regular cream, and 1/2 pump of caramel swirl.
The Advocacy Journal is written by various staff persons to showcase advocacy experiencces across New England.