Tag: Communication

  • What Does America Stand For Today?

    What Does America Stand For Today?

    The concern should not be party. The concern should be America. What does America stand for? Does the countries’ world standing matter? Does the Constitution hold water? Is the rule of law still something, albeit not perfect, that America wants upheld? Do we want to be a country that our allies can count on and our enemies guard against? Do the American people want to hold dear the values, morals, common sense thinking that enabled 13 Colonies to become the greatest country in the world? Does America want to remain a free and democratic society?

    Do the American people want their speech to be free? Do they want their representative to be honest? Do they want discourse engaged with intelligent and respectful disagreement?

    Can the American people accept that the monied rule the roost? Can they accept that businesses are more important than people? Is greed valued more than the health and welfare for all?

    Is the population willing to accept that the best of us are no longer interested in leading? Those willing to run are not always the most fit to lead. They are certainly not the most qualified.

    These questions are not to be answered by parties, but by people.

    At night, lights out, kids in bed, spouses in the shower, the dog in its house. If each one of us answered those questions honestly, most of America would share the same understanding. We need to vow to work toward change.

    It is not the Democrats responsibility to fix the Republican party. It is not the responsibility of the Republicans to bail out the Democrats. It is not the responsibility of the Independents to get off their fence and make real choices.

    It is up to all of us, regardless of race, color, or religion, to look inside. We need to explore what we want for our friends, family, and loved ones. We must also consider how we want the next 100 years to look.

    Then with heads clear and hearts aligned, we work towards the America that the vast majority of us want. We strive to be treated with respect. No opinion should matter more than any other. We aim to build a home, a family, and a community where each person is free. Each person can work to be their best. They aren’t swayed by those who think or feel differently.

    The reality is, being an American is a pretty easy job. Wake up each day. Live your own life. Treat others as you want to be treated. Work well. Love with lasting intent. Do the little things that make America America.

  • Understanding Restaurant Hours: When Is It Too Late?

    Understanding Restaurant Hours: When Is It Too Late?

    Every now and again you may hear people talking about an experience they have at a restaurant.

    Here is a sample scenario.

    The restaurant has posted hours of 10:00 AM to 10 PM. The restaurant hours are posted on their website, their Yelp page and on their front window.

    A person, couple or group walk in at 9:55 PM expecting to be served.

    Here is the typical battle.

    Some people think the person, couple or group are out of line expecting the restaurant to serve them so close to closing time.

    Some people think that since the restaurant is open, a person, couple, or group walking in a few minutes before they close is fine.

    Before taking sides, lets restate the obvious.

    According to the restaurant’s published information, they are open from 10 AM – 10 PM. The restaurant is open, preparing food and ready to accommodate customers.

    A person, couple or group walking into an open business has a legitimate expectation of being served.

    The arguments made by those who believe “customers are out of line for walking in so late ” make several points. First, the kitchen is already in the process of cleaning up. Second, the staff wants to get home when their shift is over. Third, how fresh can the food actually be just a few minutes before closing? Finally, just because a place is open, doesn’t mean that they are cooking.

    The argument being made by the “restaurant is open, a person or couple or group walking in at any time is fine” is simple:
    * If you say you’re open, you’re open.

    Of course a restaurant has the right to refuse any business. If they really do not want to serve people at 9:55 PM, they just need to inform the customers. They can simply say that the kitchen is closed. It is fair. It is understandable. It just does not make them right.

    The person that greets the customers first can simply say “since it’s so late there is just a very limited menu available.”  That limited menu could be true. However, because the hours do not state the limited menu with its later hours, it is not being advertised correctly.

    What’s the most reasonable way to handle these late night feasters?

    A simple change to the restaurant signage, an update to it’s website and it’s Yelp page.

    “Open at 10 AM – 10 PM. LAST SEATING AT 9:30PM”

    This simple change makes it clear. The restaurant opens its doors at 10 AM. It closes its doors at 10 PM. No customers will be seated after 9:30 PM.

    Believe it or not, I have been vilified for making that suggestion on other threads. No one can tell me why that is a bad idea. By simply adding LAST SEATING AT offers clear communication. It gives the staff a proper reason for rejecting the 9:55 PM customer. It also educates potential customers to avoid false expectations.

    Another alternative would be a sign that says:
    Open from 10 AM – 10 PM, Limited Menu after 9:00 PM.

    Like the previous suggestion, this wording sets accurate expectations for staff and customers alike.

    Until things change, a restaurant should expect to serve customers during their posted hours. If seating someone at 9:59PM is something you do, serve them.

    It would be nice for people not to walk into a restaurant 3 minutes before closing. Can you blame a hungry customer for wanting to give a business money during their posted hours of operation? Especially if you let them in, seat them and hand them menus?

    What do you think?

  • The Impact of Poor Customer Service on Business

    The Impact of Poor Customer Service on Business

    I currently reside in the city where “Hospitality has gone to die”.

    Sure doesn’t make much of a license plate quote, but it sure is accurate.

    But I don’t think it’s just here. I think the customer is a problem is a wide spread issue.

    I bought my home almost 4 years ago. Since then, I have required the services of electricians and plumbers. I’ve also needed A/C, washer, and dryer repair people. I have also needed delivery people, movers and landscapers. Honestly, if I gave it more thought I am sure I could add to that list. Exterminators, trappers, pond maintenance, roofers, painters, and the list does go on.

    Sadly, I had scheduled appointments with 30 or 40 people or businesses. Only a small percent showed up on time. I would estimate just 15% were punctual.

    You know what all 15% of those businesses have in common?

    They were all hired. All of them. They now have my money.

    You know what the other 85% have in common? Two things. None of them have my money. None of them have my recommendation.

    Why is it that the consumer is not the problem? When did the consumer become the bane to success?

    I always thought that without customers, business would fail.

    Business sure don’t seem to see it that way any more. Even as more and more of them fail.

    How did that happen? Why would anyone allow it? From a business perspective, communication is the EASIEST thing to offer your customer or potential customers.

    If you are running late, call the customer. If you can’t come as scheduled, call the customer. If you decided you don’t want the job, call the customer.

    Promise the customer something, live up to the promise or at the very least have a conversation with the customer. Just communicate.

    A friend of mine was in need of having a fence pushed over. To big a job for her and I, but a very easy task. Total time to do the job 3 minutes.

    She posted the job. She shared the scope of the job, time frame, and what she was going to pay. Several companies said they would do it. She went with the first one that called.

    4 days later and 2 missed appointments, she is re-posting the job. The company she hired elected not to show up. They didn’t call her. She called them. They rescheduled for a time that worked for them. She made it work for her.

    They didn’t show up.
    They didn’t call.

    They won’t be getting her money. They won’t be getting her recommendation.

    Sure, this was a contractor job for a home. The job won’t take long. The Job isn’t going to make this business a fortune.

    Poorly treating a customer will cost them. Not living up to their word will cost them. Failing to communicate in even the simplest forms, such as calling, texting, or email, will cost them.

    In the same place she posted the job she will be sharing her most recent experiences. She will share nothing but facts. She will let people know her experiences share better options than the company that devalued her business.

    This quality of customer disrespect happens all over. Grocery stores, retail of all kinds, restaurants and bars.

    Somehow the consumer has become a nuisance not a partner.
    The customer as been from from valued ally to inconvenience.

    I have written hundreds, if not thousands, of reviews based on my experiences the past 7 years. If I go some place, chances are they are getting a review. My reviews do talk about quality of food or product. But many of my reviews end up taking a customer service .

    Customer service can make a bad product not as bad, especially in restaurants. A good experience can salvage bad food.

    But nothing can overcome bad customer service. You love the car you bought, but the sales person is the reason you will not be recommending the dealership. Customer service.

    The easiest thing any business can do is provide quality customer service. The easiest way to provide quality customer service is to communicate.

    Greet you customer.
    Listen to your customer.
    Understand your customer.
    Live up to the commitments you make to your customer.
    If something changes, talk to your customer

    The rest is of the business is just filler.

    You want my money. Do what you said you were going to do and keep me informed.

    Communicate with respect or fail.

    It’s just not complicated.