Steve Curtin - Customer Enthusiast - Latest Comments

Re: You can’t have engagement without inclusion

Steve Curtin — Wed, 16 May 2012 14:28:10 -0000

Thanks Carolyn. And to think, you could have joined us if you weren't off the grid at your retreat in Mexico. Welcome back!

Re: You can’t have engagement without inclusion

Carolyn Duncan — Tue, 15 May 2012 12:27:27 -0000

Ahhh, wisdom from two of my favorite guys. Nice example of inclusion and the importance of "not" making distinctions between people.

Re: You can’t have engagement without inclusion

Steve Curtin — Tue, 15 May 2012 11:15:11 -0000

It sends a message when leaders talk about the importance of rank-and-file employees (even inverting the organizational pyramid to reflect the elevated status of these employees) but then get stingy with benefits and neglect employee areas such as cafeterias and locker/restroom facilities. Whenever I see trashed employee areas (including employee break areas that are exposed to the public), I immediately recognize that the offending location (including leadership, employees, and processes) has lower standards for product/service quality.
Thank you for taking the time to read and comment.

Re: You can’t have engagement without inclusion

PC Help — Tue, 15 May 2012 05:34:19 -0000

Great post Steve, loved the velcro metaphor. I've only been in work for a year and its surprising how easily it is to anger employees, by simply giving one person a reserved parking space over someone else!
It must be hard for the person who has to make these sorts of decisions.

Re: Provide the unexpected

martha689 — Sat, 12 May 2012 05:05:21 -0000

That is very fascinating, You’re a very skilled blogger. I have joined your feed and stay up for looking for more of your fantastic post. Additionally, I’ve shared your website in my social networks

Re: You can’t have engagement without inclusion

Steve Curtin — Wed, 09 May 2012 16:44:22 -0000

Thanks David. As trainers at heart, we can never have too many metaphors...

Re: You can’t have engagement without inclusion

David Toomey — Wed, 09 May 2012 16:33:56 -0000

That IS a great metaphor. Thanks to the inestimable Mr. Nowland for sharing it!

Re: Service words

Steve Curtin — Tue, 08 May 2012 00:35:30 -0000

David, I'm certain Strunk & White were referring to people who wrote with an open thesaurus nearby to find the most obscure words possible to drive their Flesch-Kincaid scores higher - even as they drove readers away...
In contrast to these misguided writers, your word choice is thoughtful, eloquent, and indicative of your passion for words.
Thanks for taking the time to read and comment.
For anyone reading this who is unfamiliar with David's writing, take a peek at his blog: http://okietwang.blogspot.com/

Re: Service words

David Toomey — Mon, 07 May 2012 12:36:00 -0000

Thanks for quoting Strunk & White and for describing it as perennial. I confess, I am an habitual user of the more expensive words. My favorites, however, are so simple: please, thank you, how may I help you, what questions can I answer for you, what can we do better? I have found these to work quite well.

Keep it up!

Re: Your Klout score is irrelevant

Steve Curtin — Fri, 04 May 2012 15:31:11 -0000

Agreed. It makes me think of posturing versus performing. Social media is transparent - everyone can see what everyone else is saying about a brand and how it’s responding to those comments in the social sphere. It's quite visible and beyond the control of the company’s PR department. This, understandably, makes corporate execs nervous. Many companies are throwing resources at social customer service in hopes that, by engaging customers/prospective customers socially, they will look better (posturing) and this will somehow compensate for their inability to consistently deliver the basics (performing). It won’t. There’s a place for social customer service on the web. It’s just not ahead of fulfilling a brand’s core promise on the frontline, where it matters most.
Dave, thanks for taking the time to read and comment.

Re: No fear

Steve Curtin — Fri, 04 May 2012 15:04:51 -0000

Thanks Jeff. Agreed.

Re: Your Klout score is irrelevant

DaveQuinn247 — Fri, 04 May 2012 13:26:04 -0000

The fact that your customer service via social media rocks kinda of points out the fact that your front line workers have failed enough that you've gotten good at addressing issues after the fact. Focus on getting it right the first time.

Re: No fear

Jeff Toister — Fri, 04 May 2012 12:36:33 -0000

I appreciate your post because it focuses on the real culprit in this situation - management.

Re: No fear

Steve Curtin — Wed, 02 May 2012 18:56:34 -0000

Thank you. Takes one to know one. ; )

Re: No fear

Steve Curtin — Wed, 02 May 2012 18:52:46 -0000

True. Also reminds me of the Bob Farrell quote: "What they (employees) see is what you'll (management) get." Nick, thanks for taking the time to comment.

Re: No fear

The Appraiser — Wed, 02 May 2012 00:43:44 -0000

Reminds me of my last hotel stay. Keep up the great work Steve. You are a customer service champion!

Re: No fear

Nick Meiers — Tue, 01 May 2012 20:33:21 -0000

Reminds me of a Marriott GM who was up for a promotion. On the day of his interview the VP said, "You don't need to tell us anything, we've been in your hotel the last two days. We know what kind of a manager you are."

This all reflects upon the manager more than anyone.

Re: No fear

Steve Curtin — Tue, 01 May 2012 18:23:02 -0000

You're right. The surrounding labor pool is more than adequate to staff open entry-level positions with qualified employees. Chick-fil-A draws from the same labor pool for entry-level jobs at similar wage rates. The difference in workforces (between King Soopers and Chick-fil-A) has more to do with company culture, performance standards, and processes (that reflect culture/standards) than the availability of qualified labor. Even our King Soopers friend with the boorish behavior has the potential to flourish - in a work environment that establishes guidelines for acceptable behavior and reinforces those standards through consistent communication, modeling, and appraisal that is more frequent and less formal.

Re: No fear

Jared — Tue, 01 May 2012 17:17:27 -0000

You would think that employers would be only keeping the best employees with all the job applicants at the time. Thanks Steve.

Jared

Re: Individual customers are irreplaceable

Steve Curtin — Thu, 26 Apr 2012 18:23:10 -0000

Jeff, exclusivity has a unique effect on people. Two weeks ago, I received an email inviting my son to submit his basketball resume to determine his eligibility to participate in an exclusive, invitation-only basketball camp. I complied and a few days later he was accepted to participate. Only then did I learn of the camp's cost... Of course, by that time, they had me. After all, he had to qualify in order to be accepted into the camp, right? Did I mention that Cooper is only 9 years old?

Re: Individual customers are irreplaceable

Jeff Toister — Thu, 26 Apr 2012 17:19:05 -0000

It's definitely an interesting challenge -- the opposite of what you discuss in your post. I think she's hit a sweet spot where she doesn't want to expand at this point, but she also doesn't want to alienate potential customers.

Re: Individual customers are irreplaceable

Steve Curtin — Wed, 25 Apr 2012 01:20:21 -0000

Sounds like she should consider expanding or opening a second shop. Then again, if client intimacy and operational control are priorities, she may be exactly where she wants to be. That said, she's an exception. Most businesses are looking to expand and the increased revenues associated with customer volume make this possible. All too often, however, employees take today's demand for granted. And, to your point, this attitude will eventually catch up to them: when an existing competitor offers a discount; when a new competitor enters the market; when the economy tanks; or when customers are just plain sick and tired of being treated indifferently. Jeff, thanks for taking the time to read and comment.

Re: Uncommon Service

Steve Curtin — Wed, 25 Apr 2012 01:07:48 -0000

Well said. Case in point: Walmart. If you're looking for store ambience and sales help, you will be disappointed. But if you're looking for low prices and a broad selection, you've come to the right place! Thanks for stopping by the blog and taking time to comment.

Re: Individual customers are irreplaceable

Jeff Toister — Tue, 24 Apr 2012 19:50:56 -0000

Great examples, Steve. The place where I get my hair cut is so busy that they aren't taking any new customers. The owner cringes every time she has to give this message, because she knows it will be disappointing. However, she also knows that she got so busy in the first place due to great service.

Going back to the question posed by one of your participants, the answer seems to be that it will catch up to you eventually!

Re: Uncommon Service

themanagr — Tue, 24 Apr 2012 17:36:58 -0000

I have the book on my list of must reads. Awesome way to directly get at the heart of motivating people and inspiring action in customer service.

I especially like point 1 where they talked about great service being able to target your right customer and focusing on being great at what your customers need.

Like in sports, there generally isn't a player who is the greatest at everything. Great players don't make great coaches. Great coaches aren't always great players.

Find who your perfect customers are, then focus on being great for them. You may not be the best fit for everyone, but you'll be right for your perfect customer.