Customer Service

Island Style: Hawaii and Japan

On a recent trip to Singapore, Deb and I stopped in Japan to study customer service and quality standards. 

Bonjour, Monsieur!

Deb and I just returned from a three week trip to DC, London, Paris and Brussels.

Mind Your Ps and Qs

Whatever happened to old-fashioned good manners? Remember when store clerks greeted you like a friend? Recall those days when people went out of their way to help? Ah, the days of being thanked with true and sincere appreciation… sweet memories!

Unfortunately, the world today is plagued by NACIREMA.  It’s really sad.  I long for the days when those suffering from NACIREMA were few and far between.  Now, it’s epidemic.

How to Gain a Strategic Advantage Through Service

Customer service seems to be at an all-time low! Unfriendliness, rudeness and sluggishness rule. It’s become the norm and no one seems to care.  

  

Not much unlike this funny Seinfeld clip, here’s an example...

More Lessons Learned from Japan

Following our special time in Singapore, Deb, Teri and I stopped in Tokyo for a few days of rest and relaxation.  Although it was my third trip there in three years, Japan never fails to impress me with the quality of their products and the high standards of service they consistently deliver.  I always leaving with new lessons to share on quality, teamwork and service.

Here are a few observations we made:

A Gift from Angry People

One of the most valuable gifts you’ll ever receive from customers are, complaints!  Suck it up and see the upside. 

Complaints provide opportunities to:

Drive the Grouches Off the Floor!

If I possessed a shop or store,

I’d drive the grouches off the floor.

I’d never let some gloomy guy

Offend the folks who come to buy.

I’d never keep a boy or clerk

With a mental toothache at his work;

Nor let a man who draws my pay

Drive customers of mine away.

I’d treat the man who takes my time

Remember Us?

We’re the regular customers who came into your store and stood quietly while the cashiers finished their chit-chat about their weekend parties.

No Toilet for Three and a Half Days!!!

As a lot of you know, I often use the toilet as a metaphor for customer service and now I have another story to share with you about the toilet...

Bad Customers or Bad Policy?

A recent Honolulu Star-Advertiser article drew attention to a popular Honolulu restaurant and their policy of placing certain customers on their “no serve” list.