Comments on Small Biz Survival: Make customer service easy

Ari, I love the part about "Never yell at the cust...

2009-05-11T08:52:00.000-05:00

Ari, I love the part about "Never yell at the customer." I've known some folks who need to learn that particular lesson.

As a former waiter in a 3-star restaurant chain ca...

2009-05-11T00:47:00.000-05:00

As a former waiter in a 3-star restaurant chain called Papa Razzi, I remember when the manager grouped us one morning for a pow-wow.

To paraphrase:

"The customer is always right. Anything the customer asks for, the customer gets unless we can't do it. You can yell at the chef, you can yell at me, but never yell at the customer."

Something like that. It stuck with me. Easy customer service.

Daria added another thought on Twitter: "I had to...

2009-05-10T13:10:00.000-05:00

Daria added another thought on Twitter:
"I had to learn that it's OK from customer service POV to check that task was done. Instinct was to assume it was... but if it isn't, the customer's unhappy and the brand suffers. It required culture change for me to recog. okay to verify."

Daria, I'm so glad you shared your experience with...

2009-05-10T12:54:00.000-05:00

Daria, I'm so glad you shared your experience with Ritz Carlton. More of us need to take action on these ideas!

Hi Becky, Great advice. Simple, succinct and righ...

2009-05-10T12:44:00.000-05:00

Hi Becky,

Great advice. Simple, succinct and right on target. Plus you brought back memories, because much of my early understanding of what makes great customer service came from a one-month (temporary) stint at a Ritz Carlton hotel. From how to answer the telephone to closing the loop on every customer request, the Ritz Carlton way gave me a deep awareness of what it means and what it takes to do customer service right.

Hope you're having a great weekend,
Daria