After spending some time browsing some popular social sites such as MySpace and YouTube, it’s ever more apparent to me that sex sells. What it sells isn’t always clear, but what is clear is that no matter what you’re selling or promoting, if you have an element of sex or the hint of sex, you’re going to generate interest. Now I’m not talking sexual acts, it’s more about sexuality and the lure.
Now I don’t know if this works the same for women as it does for men. As a man, I’m going to focus on my perspective. A picture or a video of a half naked man isn’t going to draw me to look at something. If anything it might actually prevent me from looking. However, you make that a half naked woman, and, I’m interested. It’s just like driving by a car accident. You hope that nobody’s hurt, but you just have to look.
As someone who needs to promote services that have nothing to do with sex or porn or anything like it, how do you get the same level of interest in your product or service as those with a sexual element? Is it possible? Do you need to incorporate some sort of sex teaser? I’ve noticed that any photo or video that has anything to do with nudity or near nudity gets about ten times the views as everything else.
I know that humor is a distant second and then there’s everything else. Either way it’s difficult. For example, I have a website that is a C2B referral source. There’s nothing much sexy about it. There’s nothing too humorous either. It’s just a resource for helping people locate the best locally owned and operated businesses. I continually promote the site, but I feel that my efforts don’t yield as high a return as I might like.
So what am I to do? Should I always include photos of barely dressed women in my ads just so I can get people to look? Should I include teaser lines that hint that a video is about sex so people will watch? Here’s the dilemma. If I start adding a sexual element to my marketing and people start watching more, will it ultimately work against me because now my business doesn’t have the same legitimacy? Will I have offended others who don’t want to be exposed to that subject matter?
It’s a tough call when as a marketer you want to get as many eyes as possible on your product or service. I’ll think about it some more. I may even experiment with some bikini babes in my ads. I’ll let you know how it works out. Oh, by the way. If you’re interested in finding the best locally owned and operated businesses, visit: http://iswami.com
Until next time, I’m Tony Rose.
Thursday, March 29, 2007
Tuesday, March 27, 2007
Real Estate Market Conditions
As a sixteen-year real estate professional, I’m often asked; “How’s the market?” Although somewhat of a vague question, I do understand what they’re getting at. Your perception of the condition of the market is based primarily on your role in the market. I’ll get more into that in a minute.
Yes, there are hard facts that are just that, facts. Total number of sales, total number of properties on the market, average days on the market and average sales price are the primary ones. But what do all these statistics mean to you? It depends on what you want to do.
I’ll use my local market, Colorado Springs for the examples, however, these principles apply to whichever market you’re in. Over period of about twelve years, with a couple of temporary slow-downs, our market has seen consistent and steady price appreciation, typically 8-12% annually. At the same time we’ve been building 4,000-5,000 new homes per year and selling an additional 4,000-5,000 re-sales for a total of 8,000-10,000 total home sales.
The past year and a half, things have changed. Our total sales number has dropped off approximately 20% and the total number of homes on the market has increased by about 20%. Sounds terrible doesn’t it? But, at the same time home prices have continued to increase at a 3-5% rate. Now that doesn’t seem to be a sky is falling figure now does it?
We’re still selling approximately 7-8000 homes a year for a community of about 500,000. Not bad. Actually, it’s pretty good. The problem comes down to perception. A great deal of the players in the real estate market came in during that 12-year boom period. They thought THAT market was normal. No. it’s what we’re seeing now that’s normal.
So what does this mean? As a buyer, you’re going to get a reasonable price on you home. You’re also going to have more choices of homes because of the excess inventory. However, a great deal of excess inventory is OVERPRICED. So, as a buyer, you’ll most likely pass on a number of homes or not even look at them because their starting point is too far off from yours.
And, as a seller, this is the prime problem and the main reason why so many homes stay on the market for so long; they’re simply overpriced for the current market conditions. If you price a property right, it will sell and sell quickly. It will usually sell within a couple of months, not the 8 months to a year that some are seeing. So, if you want to sell, price it right and make any necessary adjustments quickly.
There’s another component that has affected perception that I haven’t talked about yet and will in another post. That’s fix-n-flip. Everyone’s seeing it on TV or has been to the seminars and now they think they can do it. It’s had a really bad effect on the market. As I said, I’ll get more into that on a future post. To learn more about real estate please visit my web site: http://roseusa.com
Tony Rose
Yes, there are hard facts that are just that, facts. Total number of sales, total number of properties on the market, average days on the market and average sales price are the primary ones. But what do all these statistics mean to you? It depends on what you want to do.
I’ll use my local market, Colorado Springs for the examples, however, these principles apply to whichever market you’re in. Over period of about twelve years, with a couple of temporary slow-downs, our market has seen consistent and steady price appreciation, typically 8-12% annually. At the same time we’ve been building 4,000-5,000 new homes per year and selling an additional 4,000-5,000 re-sales for a total of 8,000-10,000 total home sales.
The past year and a half, things have changed. Our total sales number has dropped off approximately 20% and the total number of homes on the market has increased by about 20%. Sounds terrible doesn’t it? But, at the same time home prices have continued to increase at a 3-5% rate. Now that doesn’t seem to be a sky is falling figure now does it?
We’re still selling approximately 7-8000 homes a year for a community of about 500,000. Not bad. Actually, it’s pretty good. The problem comes down to perception. A great deal of the players in the real estate market came in during that 12-year boom period. They thought THAT market was normal. No. it’s what we’re seeing now that’s normal.
So what does this mean? As a buyer, you’re going to get a reasonable price on you home. You’re also going to have more choices of homes because of the excess inventory. However, a great deal of excess inventory is OVERPRICED. So, as a buyer, you’ll most likely pass on a number of homes or not even look at them because their starting point is too far off from yours.
And, as a seller, this is the prime problem and the main reason why so many homes stay on the market for so long; they’re simply overpriced for the current market conditions. If you price a property right, it will sell and sell quickly. It will usually sell within a couple of months, not the 8 months to a year that some are seeing. So, if you want to sell, price it right and make any necessary adjustments quickly.
There’s another component that has affected perception that I haven’t talked about yet and will in another post. That’s fix-n-flip. Everyone’s seeing it on TV or has been to the seminars and now they think they can do it. It’s had a really bad effect on the market. As I said, I’ll get more into that on a future post. To learn more about real estate please visit my web site: http://roseusa.com
Tony Rose
Thursday, March 22, 2007
Blogging, Vlogging, YouTube & MySpace
If you’re reading this, you already know that I’ve been blogging. I also recently started vlogging. If you haven’t already asked why, I’ll tell you. I felt that I have a lot to say and needed an outlet. No, not just some sort of random rant, but a means of sharing with others my views and opinions. And yes, I do seem to have quite a few! I also wanted to share with others more information about the business I conduct.
Of course I try to focus most of my communications on business related topics, however, I will on occasion take a tangent on life and other observations. I think this article would be categorized as a tangent. The point is I believe that I can provide a lot of good insight into business as well as some good general life guidance. Now don’t think that I think I’m all knowing and that I’m perfect or infallible, etc. It’s just that sometimes I notice things. Take it for what you will.
Now both the blog and the vlog are relatively new to me so I’ve been experimenting with various formats and styles. I’m always open to suggestion, so if you have an opinion, please share. With the lengthy lead-in taken care of, I’d like to open the floor for a question I had as I’ve been spending a good deal of time online in the various forums.
I believe the idea or intent for websites such as YouTube and MySpace are to help people get connected. But is that really what’s happening? Those of us who have spent some time at these social sites have viewed quite a few videos, read some blogs and looked at some photos. You can even “add friends” and create a network of people. There’s also quite of bit of random content purely intended for entertainment and even more content with a focus on generating sales. (I’m certainly a bit guilty of that myself.)
So, I ask you these questions: Are these sites helping us get closer to people and/or expanding our knowledge base? Or is it another way to distance us from others while only maintaining superficial relationships? I don’t know if there’s a clear answer and maybe it’s a little of both. If you have an opinion or insight, I’d like to hear what you have to say.
Looking forward to forging long and meaningful relationships. You can find me at http://roseusa.com.
Tony Rose
Tuesday, March 20, 2007
Locals Only
Whenever I can, I try to frequent locally owned and operated businesses. To be even more specific, non-franchised businesses. You're now asking "why?" Before I get into that, I will say that I believe that chains, franchises and large corporate owned businesses have their place in our consumerist society. However, how did most all of the big companies start? That's right. They started as small, locally owned and operated businesses.
If the big businesses (a most typically we're talking about eating establishments) started out as local places, then what's the problem with frequenting them? There is no problem per se; it's more about supporting local business owners while at the same time ensuring we have a continual stream of new choices. Additionally, when you're traveling, it's a great idea to find the best local spots.
I know that going to a chain or franchise can be comforting. You know what you're going to get. That's fine, but can you really get a feel for a city or town from eating at the same place you do when you're at home? No, it's the same old same old. I know that the people there are locals, but you really get a flavor for a town (no pun intended) when eating at a great locally owned and operated business.
Once in a while (and it is very infrequently) these businesses grow up, and expand and ultimately become large corporations with stores or offices or restaurants around the country. Or they franchise and also become national or international brands. And that's great. But if we're going to have the next Wal-Mart or Wendy's or Re/Max, we need to support Marty's Mart or Bob's Burgers or Rose Real Estate LLC, etc.
So, the next time you're thinking of where to eat, or considering buying a toaster, if there's a locally owned and operated business in your area that you can patronize, please do. If you're having a tough time locating the best locally owned and operated businesses in your area, or if you know of some great places you can recommend to others, please visit the web site: http://iswami.com
Cordially,
Tony Rose
Thursday, March 15, 2007
Not So Shameless
Yes, the cliché goes, "Shameless plug." Well, this is a not so shameless plug. I just want to tell you a bit more about my great website iswami.com. If you've already visited since its January '07 launch, then you already know how easy it is to navigate, and how quickly you find what you're looking for. The tag line does sum it up well: Stop Searching and Start Finding!
The site was developed with a few key elements in mind. First, I wanted to have a way to recommend to others and to have everyone recommend to each other the best locally owned and operated businesses in their cities. Next, I wanted it to be fast. Really fast. A lot of times I just want quick information and don't have time to weed through search engine pages (and I expect others feel the same.) And finally, it needed to be crisp, clean and easy to read. I didn't want it cluttered and I wanted everyone to be able to tell what was an ad and what was content just at a glance.
I believe all those elements and ideas were accomplished. Now the task shifts from development to adaptation. I decided when I began that I wasn't going to grow its use through advertisement, but instead by word of mouth. I want the users of the site to make it their own; make recommendations, patronize those businesses linked and to tell others about the site.
There are already one hundred and eighty cities throughout the United States represented so far. Within those city pages are some really great finds that you or I wouldn't have known about if not for the recommendations from others. That's the key. When you're looking for a good mechanic, or an Italian restaurant or a dentist, if you can, you ask a friend where they go. That's what iSwami is, a trusted friend.
So, the bottom line today is, when you find that great local restaurant, or climbing gym, or tattoo parlor or whatever, go to iswami.com and share with others. Also, now that you find the site useful and helpful, please, tell a friend!
Tony Rose
The site was developed with a few key elements in mind. First, I wanted to have a way to recommend to others and to have everyone recommend to each other the best locally owned and operated businesses in their cities. Next, I wanted it to be fast. Really fast. A lot of times I just want quick information and don't have time to weed through search engine pages (and I expect others feel the same.) And finally, it needed to be crisp, clean and easy to read. I didn't want it cluttered and I wanted everyone to be able to tell what was an ad and what was content just at a glance.
I believe all those elements and ideas were accomplished. Now the task shifts from development to adaptation. I decided when I began that I wasn't going to grow its use through advertisement, but instead by word of mouth. I want the users of the site to make it their own; make recommendations, patronize those businesses linked and to tell others about the site.
There are already one hundred and eighty cities throughout the United States represented so far. Within those city pages are some really great finds that you or I wouldn't have known about if not for the recommendations from others. That's the key. When you're looking for a good mechanic, or an Italian restaurant or a dentist, if you can, you ask a friend where they go. That's what iSwami is, a trusted friend.
So, the bottom line today is, when you find that great local restaurant, or climbing gym, or tattoo parlor or whatever, go to iswami.com and share with others. Also, now that you find the site useful and helpful, please, tell a friend!
Tony Rose
Monday, March 12, 2007
"We don't take reservations"
This is a pretty common statement from most of the national restaurant chains; "We don't take reservations." That's fine. But they do have "Call ahead seating." Wow, talk about the best of both worlds. They don't have to hold a table for a few minutes to satisfy a reservation commitment, but they do get the luxury of knowing that a party will be there at a particular time.
What a great system for the restaurant. What a lousy system for the consumer. Don't you just love it, even if you have called in or ahead or whatever they're calling it. You arrive. You receive your pager and you wait around for twenty, thirty... forty minutes. I don't think so.
Here's our problem. Consumers in mass accept such policies. It won't be until we say "No, thank you" that this type of service will stop. I don't know about you, but I value my time. There is no way that eating some sort of fancy deep fried onion is worth waiting around for forty minutes (just to be seated) when I can just go somewhere else.
You've all heard the saying "Just say no." That's what I'm asking you to do. Just say "no." Okay, just say "no thank you." National chains and franchises certainly have a place in the market and do deserve some of our business. However, this type for lack of respect for our time (and our money) should not be tolerated.
I suggest we all boycott this type of practice and start frequenting some of the great locally owned and operated establishments we all have in our respective towns. Oh, and most of them do take reservations. If we all band together on this cause, there will be better balance in the restaurant universe and the practice will stop.
If not, by all means, that's your choice. I, on the other hand will be over at the local joint enjoying my hamburger, steak, sandwich, whatever, while you're sitting out in the parking lot waiting to be seated! If you'd like to find the most recommended locally owned and operated businesses in your city or town (or have some you'd like to recommend to us) please visit www.iswami.com
Tony Rose
What a great system for the restaurant. What a lousy system for the consumer. Don't you just love it, even if you have called in or ahead or whatever they're calling it. You arrive. You receive your pager and you wait around for twenty, thirty... forty minutes. I don't think so.
Here's our problem. Consumers in mass accept such policies. It won't be until we say "No, thank you" that this type of service will stop. I don't know about you, but I value my time. There is no way that eating some sort of fancy deep fried onion is worth waiting around for forty minutes (just to be seated) when I can just go somewhere else.
You've all heard the saying "Just say no." That's what I'm asking you to do. Just say "no." Okay, just say "no thank you." National chains and franchises certainly have a place in the market and do deserve some of our business. However, this type for lack of respect for our time (and our money) should not be tolerated.
I suggest we all boycott this type of practice and start frequenting some of the great locally owned and operated establishments we all have in our respective towns. Oh, and most of them do take reservations. If we all band together on this cause, there will be better balance in the restaurant universe and the practice will stop.
If not, by all means, that's your choice. I, on the other hand will be over at the local joint enjoying my hamburger, steak, sandwich, whatever, while you're sitting out in the parking lot waiting to be seated! If you'd like to find the most recommended locally owned and operated businesses in your city or town (or have some you'd like to recommend to us) please visit www.iswami.com
Tony Rose
Thursday, March 8, 2007
A Few Insights on Web Design
Maybe it's just me, but I doubt it. I go to some, okay, most websites and they are so busy and poorly laid out that I just get lost in all the text and graphics. And I'm not even getting into how the site navigates. Was there some class in web design school that said white space is bad?
Let it be known, I'm not formally trained in web design. And I don't consider myself a web designer. I would consider myself a web developer. I build sites in basic html. I have built quite a few sites for myself and for others. I have also viewed tens of thousands of other people's sites. It is from these experiences as both a designer/developer and a consumer/user perspective that I have come to find most sites missing the mark.
Now I'm not trying to be overly critical, but there are a few key elements where I think most sites could be better. I'm assuming that most people or businesses with a web site would like it to be effective.
First, what the heck is the site about? What are you selling? What are you trying to communicate? What is your message? What do you stand for/against? If I can't figure out what it's all about in a few seconds, I move on.
Second, back to the whole idea of white space. And this does tie into the first point. If there's so much verbiage and so many graphics that I can't focus on one area. How long is it going to take me to figure out what the heck the site is about? I'm not here to read a novel, just get the information and get out. Again, if I can't figure out what it's all about in a few seconds, I move on.
Third, how long does it take for your site to load? I'm all for nice graphics and a professional looking site. However, I have a high speed broadband connection and it takes 30 seconds or more for some sites to load. That's way too long. If your graphics are in the way of site function, then maybe they need to be rethought. And again, as stated in the first and second points, if I can't figure out what it's all about, or even view the site within a few seconds, I move on.
Now with all this moving on, is the site as effective as it could or should be? You tell me.
Tony Rose
Tuesday, March 6, 2007
Should you give a Refund?
As some of you already know, I'm really picky about pizza. Yes, pizza. Although I've lived in Colorado most of my life, I was born in Northern New Jersey and there must be some sort of genetic code that makes me a pizza snob. Anyway, for the longest time it was a struggle to get what I would consider "real" pizza here in Colorado Springs.
The past few years we've been very fortunate to now have a few really good restaurants that serve authentic, New York style pizza: Large, thin but chewy crust, lots of cheese. Mmmm. Last week I ordered a pie (that's what we call it) at my favorite place, Brooklyn Kitchen. I called in my order for pick-up and was told it would be thirty minutes. I arrive about thirty-five minutes later and my pizza is not ready. They're having a problem with their oven.
Now I want to be sure this is clearly understood. This is not a complaint about this business. I believe they treated me well. They treated me fairly. And they provided me with good customer service. This is merely my opinion of how I might advise them to do something slightly different in similar situations in the future.
So, back to my story. They're having a problem with their oven and they're going to re-make my order. Yes, this is an inconvenience, as I know I now have to wait for another twenty to thirty minutes, but I can certainly appreciate them wanting to get their product right. This is respectable and a good thing. Also, they recognized my imposition and refunded my money. Free pizza! Yeah.
This is where I have a difference of opinion, from a business perspective. I believe they should have kept my money, but given me a coupon for a free pizza on a future visit. This would have accomplished mainly two things. One, I would have been just as satisfied as I still received a free pizza. But more importantly, for the business, it would have meant that in order to receive my free benefit I would have to come back again. This would enable them to provide me with a better experience the next time.
Now I know that this was an isolated incident with this business, and they did well by me. However, things like this happen from time to time. If I were a different person, or had not ordered from them before, I might just take my free pizza that night and still never come back. Again, if you give the same value for the item on a future visit, you as a business have the opportunity to still gain them as a long-time and loyal customer.
If you have an opinion, please let me know. However, I still don't think I'd change my mind! To find and reward locally owned and operated businesses throughout the US that do provide great customer service, visit our web site: www.iswami.com
Tony Rose
The past few years we've been very fortunate to now have a few really good restaurants that serve authentic, New York style pizza: Large, thin but chewy crust, lots of cheese. Mmmm. Last week I ordered a pie (that's what we call it) at my favorite place, Brooklyn Kitchen. I called in my order for pick-up and was told it would be thirty minutes. I arrive about thirty-five minutes later and my pizza is not ready. They're having a problem with their oven.
Now I want to be sure this is clearly understood. This is not a complaint about this business. I believe they treated me well. They treated me fairly. And they provided me with good customer service. This is merely my opinion of how I might advise them to do something slightly different in similar situations in the future.
So, back to my story. They're having a problem with their oven and they're going to re-make my order. Yes, this is an inconvenience, as I know I now have to wait for another twenty to thirty minutes, but I can certainly appreciate them wanting to get their product right. This is respectable and a good thing. Also, they recognized my imposition and refunded my money. Free pizza! Yeah.
This is where I have a difference of opinion, from a business perspective. I believe they should have kept my money, but given me a coupon for a free pizza on a future visit. This would have accomplished mainly two things. One, I would have been just as satisfied as I still received a free pizza. But more importantly, for the business, it would have meant that in order to receive my free benefit I would have to come back again. This would enable them to provide me with a better experience the next time.
Now I know that this was an isolated incident with this business, and they did well by me. However, things like this happen from time to time. If I were a different person, or had not ordered from them before, I might just take my free pizza that night and still never come back. Again, if you give the same value for the item on a future visit, you as a business have the opportunity to still gain them as a long-time and loyal customer.
If you have an opinion, please let me know. However, I still don't think I'd change my mind! To find and reward locally owned and operated businesses throughout the US that do provide great customer service, visit our web site: www.iswami.com
Tony Rose
Friday, March 2, 2007
So what the heck is Customer Service? Not this!
You see and hear it everywhere it seems. We're the best because we really care about our customers and we provide great customer service. So if every business out there offers great customer service, then why does it seem that we as consumers are getting worse service all the time? So, the question is not only what is customer service, but what is good customer service?
To help illustrate what we all go through every day, I'm going to share with you a story about a recent experience I had with a franchisee of a company we're all familiar with, McDonald's. On this particular evening I went to the drive-thru and ordered the following: Two double cheeseburger's with no onions. A quarter pounder with cheese, hold the slivered onions, but add the minced onions. A small order of fries.
A few minutes later I was making the seven minute drive back to my home. No, I did not fully check the order before driving off. I did look into the bag to make sure the count was right. When I was taking the order out of the bag, I noticed the fries cold and limp. The double cheeseburger's not only had the minced onions, but slivered onions too. And finally my quarter pounder with cheese (that by the way I was craving all day) did not have minced onions but what seemed to be twice the normal amount of slivered onions!
Now you're probably thinking a couple of things. One, you should have checked the order before you left and two, just scrape off the onions and live with it. Yes, you're probably right, but I wasn't going to open every burger and check the condiments right there in the drive-thru lane, and heck, my fries were not only cold, but limp too! And you wouldn't be getting this valuable lesson on customer service and what not to do.
At this point I call the restaurant and talk to the "Assitant Manager." He tells me to bring it on back and they'll re-make the order. About seven minutes later I'm back at McDonald's and I show the "Assistant Manager" my recept which clearly states my order. He is going to take care of re-making this himself. About five minutes later, the order is ready. It's all bagged nicely and ready to go, no, I did not open every burger to check the condiments, but I did make the point of specifically ask the "Assistant Manager" and he assured me that everything was correct. This err in judgement may come back to haunt me.
I know this story is a little long, but it will payoff in the end. So, I make the seven minute drive back to my home. I start taking everything out of the bag; The fries are warm and crisp. The double cheeseburgers do not have onions. The quarter pounder with cheese... has the freakin' slivered onions!
Yes, yes, I know. Just scrape them off. It's not that big of a deal. It's a principle thing for me now. I call the restaurant and speak with another "Assistant Manager" as the person I was originally dealing with has left for the evening. I explain everything I have been through, and quite calmly I might add. His response; "Bring it back and we'll re-make the order."
Hmmm. I think I've already done that. I let this person know that I've already been back. I'm not going to do that again. "Well then, what do you want sir?" I'd like to get what I ordered, twice now I might add. "If you bring it in, we'll re-make it for you..." I'm not driving back there. "Then I can't help you..."
This is the perfect example of the seemingly indifferent and poor level of customer service we all receive each and every day. Now I'm not one to cut off his own nose to spite his own face. And, having small children would make it nearly impossible to forever avoid going there. So, I will continue to go to McDonald's, just not that one. That's right my own little revolt. It may seem meaningless and trivial, but, if we all started boycotting those businesses that didn't treat us right and rewarding those who do with our business, I believe we'd all be the better for it.
Now, I have never worked at a fast food restaurant so I don't know exactly what those people deal with. But what I do know is what makes for good customer service. What could and should have been done differently in this situation? Both people I dealt with should have kept in mind the adage; It's cheaper to keep a customer than to attract a new one.
That being said, when I called the first time, I should have been offered the choice of returning to have my order re-done, or been offered a credit for the same meal another time. (No, they should not have offered my money back. I'll get more into that in a later post.) Additionally, when I did choose to have my order re-made, I should have been given a coupon or credit or some item of value as a gesture of their remorse.
Remorse. Did you say remorse? Yes I did. Not in the dramatic sense when you've lost someone, but with the idea that they can empathize with what you've experienced. Now I can't fully blame the people I dealt with directly. Yes, they should take more care and pride in what they're doing. However, most of the blame lies with their management. Every organization should have systems, processes and procedures for dealing with situations just like this. It would be naive to think that every business can operate flawlessly. People are fallible and mistakes are going to happen. How you handle those mistakes determines the quality of your customer service.
To find and reward locally owned and operated businesses throughout the US that do provide great customer service, visit our web site: www.iswami.com
Tony Rose
To help illustrate what we all go through every day, I'm going to share with you a story about a recent experience I had with a franchisee of a company we're all familiar with, McDonald's. On this particular evening I went to the drive-thru and ordered the following: Two double cheeseburger's with no onions. A quarter pounder with cheese, hold the slivered onions, but add the minced onions. A small order of fries.
A few minutes later I was making the seven minute drive back to my home. No, I did not fully check the order before driving off. I did look into the bag to make sure the count was right. When I was taking the order out of the bag, I noticed the fries cold and limp. The double cheeseburger's not only had the minced onions, but slivered onions too. And finally my quarter pounder with cheese (that by the way I was craving all day) did not have minced onions but what seemed to be twice the normal amount of slivered onions!
Now you're probably thinking a couple of things. One, you should have checked the order before you left and two, just scrape off the onions and live with it. Yes, you're probably right, but I wasn't going to open every burger and check the condiments right there in the drive-thru lane, and heck, my fries were not only cold, but limp too! And you wouldn't be getting this valuable lesson on customer service and what not to do.
At this point I call the restaurant and talk to the "Assitant Manager." He tells me to bring it on back and they'll re-make the order. About seven minutes later I'm back at McDonald's and I show the "Assistant Manager" my recept which clearly states my order. He is going to take care of re-making this himself. About five minutes later, the order is ready. It's all bagged nicely and ready to go, no, I did not open every burger to check the condiments, but I did make the point of specifically ask the "Assistant Manager" and he assured me that everything was correct. This err in judgement may come back to haunt me.
I know this story is a little long, but it will payoff in the end. So, I make the seven minute drive back to my home. I start taking everything out of the bag; The fries are warm and crisp. The double cheeseburgers do not have onions. The quarter pounder with cheese... has the freakin' slivered onions!
Yes, yes, I know. Just scrape them off. It's not that big of a deal. It's a principle thing for me now. I call the restaurant and speak with another "Assistant Manager" as the person I was originally dealing with has left for the evening. I explain everything I have been through, and quite calmly I might add. His response; "Bring it back and we'll re-make the order."
Hmmm. I think I've already done that. I let this person know that I've already been back. I'm not going to do that again. "Well then, what do you want sir?" I'd like to get what I ordered, twice now I might add. "If you bring it in, we'll re-make it for you..." I'm not driving back there. "Then I can't help you..."
This is the perfect example of the seemingly indifferent and poor level of customer service we all receive each and every day. Now I'm not one to cut off his own nose to spite his own face. And, having small children would make it nearly impossible to forever avoid going there. So, I will continue to go to McDonald's, just not that one. That's right my own little revolt. It may seem meaningless and trivial, but, if we all started boycotting those businesses that didn't treat us right and rewarding those who do with our business, I believe we'd all be the better for it.
Now, I have never worked at a fast food restaurant so I don't know exactly what those people deal with. But what I do know is what makes for good customer service. What could and should have been done differently in this situation? Both people I dealt with should have kept in mind the adage; It's cheaper to keep a customer than to attract a new one.
That being said, when I called the first time, I should have been offered the choice of returning to have my order re-done, or been offered a credit for the same meal another time. (No, they should not have offered my money back. I'll get more into that in a later post.) Additionally, when I did choose to have my order re-made, I should have been given a coupon or credit or some item of value as a gesture of their remorse.
Remorse. Did you say remorse? Yes I did. Not in the dramatic sense when you've lost someone, but with the idea that they can empathize with what you've experienced. Now I can't fully blame the people I dealt with directly. Yes, they should take more care and pride in what they're doing. However, most of the blame lies with their management. Every organization should have systems, processes and procedures for dealing with situations just like this. It would be naive to think that every business can operate flawlessly. People are fallible and mistakes are going to happen. How you handle those mistakes determines the quality of your customer service.
To find and reward locally owned and operated businesses throughout the US that do provide great customer service, visit our web site: www.iswami.com
Tony Rose
Thursday, March 1, 2007
Introduction
This is an introduction to the iSwami.com blog. The intended purpose here is to educate, enlighten and link others to the seemingly unknown world of great customer service. I'm sure you've noticed that wherever you go to exchange your money for goods or services you're more and more frustrated by the level of customer service that you receive (or more to the point, don't receive.)
Our web site, www.iswami.com, is designed to quickly link you with great locally owned and operated businesses throughout the US. The businesses linked there have been recommended by other users as the best in their category for their city. In order to be considered the best, they must provide great customer service! The businesses listed there can not and do not pay to be linked. They are there simply because they consistently provide great customer service.
So, what is great customer service? We'll be talking in depth about that topic in articles to come. I look forward to helping you find great places that are worthy of receiving your hard-earned money and I hope to enlighten those who are struggling with how to provide great service.
Our web site, www.iswami.com, is designed to quickly link you with great locally owned and operated businesses throughout the US. The businesses linked there have been recommended by other users as the best in their category for their city. In order to be considered the best, they must provide great customer service! The businesses listed there can not and do not pay to be linked. They are there simply because they consistently provide great customer service.
So, what is great customer service? We'll be talking in depth about that topic in articles to come. I look forward to helping you find great places that are worthy of receiving your hard-earned money and I hope to enlighten those who are struggling with how to provide great service.
Subscribe to:
Posts (Atom)
