Customer Care vs Customer ... we don't Care

If you live in Pretoria and need an eye test, I suggest you try out Dynamic Vision in the Queens Corner shopping Centre in Queenswood (next to the Superspar).  They have a great range of frames available to suit all pockets including the new hot range of Pepe Jeans which are funky and not too crazy priced.  A teenage boy does not want a staid eye experience and there we were laughing so in the testing room I wonder what those in the waiting room thought was going on.  Great optometrist, huge sense of humour and a fun experience.  He needs glasses and contacts and obviously you wait for the glasses but she immediately supplied the first test pairs of lenses which was great.  This time I kept my opinion to myself re the frames.  Last time, at the previous eye place, I offered an opinion and he was co-erced by the optician and hated the frames from the day we fetched them.  Said he looks like a serious dentist (no offence to dentists). Not a look for a 16 year old. 

Talking about the Superspar next door.  When you have a huge flashy colour brochure in the press which offers Pedigree Meaty Nuggets ... in big bold print at R149, specifying Meaty Nuggets and you are selling them for R229 .. an overcharge of R80 and argue about the massive printing error of Spar head office instead of honouring the deal .... not cool Spar, not Cool.  Manager = Management ..... none displayed. 

And OR Tambo Wimpy ..... 5 star thumbs up to you.  One Tweet about the weird meal you served us and you went into action ... Famous Brands reacted immediately, so did Wimpy head office, the franchisee and the manager ... and all were concerned about what had happened as it was quite bizarre.  No arguing from them, no justifying, just apologies and sincere attempts to fix it.  Lots of follow up.  Calls from them all.  THAT is customer service.  We look forward to our meal there next Tuesday to make up for it.  The supermarket could take a leaf out of your book. 

Does not matter whether you work solo in an office, or in a small office, or are part of a bigger team, have a business, work for a large brand or franchise .... give customer service .... be the brand you represent .... when you deal with someone, you represent not only the place that pays your salary, but also your boss, so make that impression one that makes people come back and enjoy interacting with you. 

And when you get it wrong .... admit it and fix it.  We all get it wrong sometimes ... it is how you right it that leaves the lasting impression. 

Till tomorrow 

K xx