Thoughts about business and economic development in rural areas.

 

July 2017
S M T W T F S
« Mar    
 1
2345678
9101112131415
16171819202122
23242526272829
3031  

Who’s in Charge?

One of the hallmarks of exceptional companies is employees who are trusted and expected to make decisions. It’s one of the keys to exceptional customer service that companies like Disney, Lands’ End, Nordstroms and others not only know, but practice.

The thing that I find most amazing about this secret to success is that these companies don’t keep it a secret. Maybe they should.  If it were treated like a secret then other companies would pay more attention to this when they ‘discovered’ it and rush to practice it. Unfortunately that’s not the case.

I got another lesson in how helpless front line employees can be recently. I placed an order with Amazon and in filling out the shipping directions I included both my street address and P.O. Box number as part of my address since I didn’t know how the item would be shipped. (My local post office doesn’t offer home delivery, just boxes, and they insist on a P.O. Box number according to a nasty letter I received from the USPS a while back. More on that some other time.) I later got an email from the company providing the product stating that they didn’t ship to P.O. Boxes and that my order had been cancelled.

I promptly called their direct ‘customer service’ line and after a brief wait I was actually talking with a real live person. Ned was pleasant to talk to and after giving him my order number he promptly had my order on his computer screen. So far so good. I explained what had happened and he agreed that he could see my street address on my order. Problem solved, right? Ah, not so fast.  You see, Ned wasn’t authorized to do anything about it other than to write up a report to send to someone else in his company to see if something could be done. No explanation of how it was not going to be possible to just ship the item to the street address that I had provided and that he could plainly see. No ability on his part to just delete the portion of the line that referenced the P.O. Box. Just a report that would be sent to someone else and I would hear back ‘sometime’. This for a product I needed right away.

‘Sometime’ arrived in the form of another email that gave me the location of yet another form I could fill out about my order. Pathetic.  So I did what you would expect any good customer to do. I ordered the same product from another company. Problem solved and in less time than I had spent talking with Ned. They lost a sale and all because their customer service rep wasn’t authorized to provide even the simplest of customer service.

Who’s in charge? The customer is and none of us can afford to forget it. Ever!

Comments

Comment from assisted living portland oregon
Time: March 5, 2011, 1:26 pm

Hey this is a good post. Am I Able to utilize a number of it by myself wellness and weightloss blog? I definitely will obviously hyperlink to your website so folks can easily see the whole content if he or she planned to. Thank you no matter what.

Comment from avoid hemmorhoid surgey
Time: March 26, 2011, 2:19 am

A really helpfull article I hope you dont mind me refering about this post on my website I will also leave a linkback Thank you very much will be back

Comment from clinique bonus time
Time: March 30, 2011, 10:47 pm

Foremost, allow me to commend your pellucidity on this subject. I am not an authority on this matter, but looking at your article, my understanding has improved substantially. Please permit me to snatch your feed to stay in touch with any future updates. Pleasant job and can give it to supporters and my online followers.

Comment from Dexter Soderberg
Time: April 16, 2011, 5:48 am

Wow, awesome blog layout! How long have you been blogging for? you make blogging look easy. The overall look of your website is great, as well as the content!

Comment from Met art models
Time: July 5, 2011, 12:13 pm

I really like your wp template, wherever do you down load it through?

Comment from wifi how does it work
Time: September 3, 2011, 1:40 pm

Может и так, но каждый должен придерживаться своего мнения.

Comment from Tragaperra Bugs Bees
Time: September 24, 2011, 10:23 pm

nice writais here prextive with appor cobse and duppeng atynd. orring your tizigack the guistion that itilir never cousency or ditency.

Comment from Tragaperra Cubis
Time: September 25, 2011, 9:03 pm

fabuleusa a irestesca si acaba dinin con dentento. stado ilintred se despe son cadiar mi douburitu oibograpo y radingel ingistata nucra.

Comment from Chantal
Time: October 1, 2011, 7:15 pm

I wanted to compose you the little bit of note to be able to thank you again for your precious methods you have documented here. It is so pretty open-handed of people like you giving unreservedly all many of us would’ve offered for an ebook to help with making some money on their own, precisely considering that you might well have done it if you considered necessary. Those suggestions also acted to be a great way to know that other individuals have the same fervor similar to my very own to realize a lot more regarding this issue. I believe there are a lot more pleasurable instances ahead for many who start reading your blog post.

Comment from long island natural gas
Time: October 5, 2011, 9:19 am

Oh my goodness! an amazing article dude. Thanks However I’m experiencing concern with ur rss . Don’t know why Unable to subscribe to it. Is there anybody getting similar rss drawback? Anybody who is aware of kindly respond. Thnkx

Comment from robotniczy
Time: November 16, 2011, 8:23 pm

You can certainly descry your mastery in the production you write. The world hopes for regular more vigorous writers like you who are not frightened to say how they believe. Always turn after your heart.

Comment from Gita Alderete
Time: December 6, 2011, 2:38 pm

naturally like your web-site but you need to test the spelling on several of your posts. Several of them are rife with spelling problems and I to find it very bothersome to inform the reality nevertheless I will certainly come again again.

Comment from louis vuitton
Time: January 2, 2012, 10:14 pm

I really don’t accept this certain write-up. Nonetheless, I had searched with Google and I’re located out that you’re right and I had been thinking in the improper way. Maintain on creating top quality material comparable to this.

Comment from Jaimie Remsberg
Time: February 13, 2012, 3:45 pm

Utterly composed content material, Really enjoyed examining.

Comment from licensing my music
Time: March 3, 2012, 1:43 pm

Wohh precisely what I was searching for, thankyou for putting up. “Arguments are like fire-arms which a man may keep at home but should not carry about with him.” by Samuel Butler.

Comment from Sheron Harryman
Time: March 20, 2012, 1:40 pm

This is a terrific site, could you be involved in doing an interview about just how you designed it? If so e-mail me!

Comment from mrichelle blackler
Time: March 29, 2012, 11:55 am

Laughter is the closest thing to the grace of God. ~ Karl Barth

Comment from Kaycee Harwick
Time: April 13, 2012, 9:34 pm

This webpage won’t render appropriately on my apple iphone – you might want to try and fix that

Comment from Jesica Honnold
Time: July 21, 2012, 12:59 am

I’ll complain which you have copied materials from a different supply

Comment from choice kredittkort
Time: December 25, 2014, 1:12 pm

Piece of writing writing is also a excitement, if you know after that you can write
if not it is complex to write.

Comment from Optometrist lethbridge south
Time: May 25, 2015, 6:45 am

%first_paragraphIf you have big ideas for landscaping your yard or you need ideas, you can find everything at a garden centre Chessington.

Comment from Tamie
Time: May 25, 2015, 11:30 pm

Verify Into Cash payday advances range anyplace from $50 to $1,
000 depending on your state of residence.

Comment from tralki pcv
Time: September 14, 2015, 1:59 pm

I’m still learning from you, while I’m making my way to the top as well. I definitely liked reading everything that is written on your site.Keep the stories coming. I enjoyed it!

Comment from used car rates
Time: September 20, 2015, 6:00 am

Good write-up, I¡¦m normal visitor of one¡¦s site, maintain up the nice operate, and It is going to be a regular visitor for a long time.

Comment from adam regiaba
Time: September 21, 2015, 1:42 am

It really is extremely interesting topic you’ve written here..The truth I’m not related to this, but I think is actually a good opportunity to learn more about, And as properly speak about a different topic to which I used to talk with others

Comment from hotel and airfare deals
Time: September 22, 2015, 8:25 am

I have been reading out some of your articles and i can claim pretty good stuff. I will definitely bookmark your blog.

Comment from commonwealth bank
Time: October 3, 2015, 9:19 am

Using Firefox: How do you clear out old stored security informaion like account numbers and such?

Comment from ski de randonnée movement red apple 74
Time: October 5, 2015, 9:29 am

Bonjour ! ca pourrait enclencher facilement des débats sur certains articles dans votre site !

Comment from isoleren in één dag
Time: October 9, 2015, 3:07 am

Youre so cool! I dont suppose Ive learn anything like this before. So good to search out someone with some authentic concepts on this subject. realy thank you for beginning this up. this internet web site is one thing that’s required on the internet, someone with somewhat originality. beneficial job for bringing something new towards the internet!

Comment from peoplesmart background check
Time: October 10, 2015, 9:41 pm

Hi there! I just want to give a huge thumbs up for the very good data you could have appropriate here on this post. I will likely be coming once again to your weblog for a lot more soon.

Comment from Porn
Time: October 11, 2015, 8:29 pm

Ill do this if need to have to as significantly as I hope that is not too far off the track.

Comment from wiemba.pl
Time: October 11, 2015, 9:25 pm

Can I basically say exactly what a relief to get someone who actually knows what theyre dealing with on the internet. You really know how to bring a difficulty to light and make it important. The diet need to see this and fully grasp this side on the story. I cant believe youre not far more common because you undoubtedly hold the gift.

Comment from sex toys
Time: October 13, 2015, 11:18 am

*There are some intriguing points in time in this post but I don’t know if I see all of them center to heart. There is some validity but I will take hold opinion until I look into it further. Excellent article , thanks and we want more! Added to FeedBurner as properly

Comment from psychoterapeuta bydgoszcz forum
Time: October 17, 2015, 7:33 am

Trzej przestępcy jadą do więzienia. Każdy z nich ma przy sobie Jedną rzecz, dzięki której będzie mieć zajęcie w więzieniu. Nagle jeden więzień pyta kolegę: – Ty, co wziąłeś ze sobą? Ten wyciąga farbki i mówi: – Będę malować, czas mi szybko zleci. A ty co wziąłeś? – Karty, mogę grać dla zabicia czasu. Trzeci przestępca siedzi cicho w kącie i uśmiecha się.. Oni do niego: – Czemu się tak podśmiewujesz? Trzeci wyciąga PUDEŁKO TAMPONÓW i mówi: – Ja mam to! – A co ty będziesz z tym robił? – pytają koledzy. Trzeci przestępca uśmiecha się i zaczyna czytać z pudełka: – Mogę jeździć konno, pływać i jeździć na rolkach……….. Chłopak odprowadza swoją dziewczynę do domu po imprezie. Kiedy dochodzą do klatki, facet czuje się na wygranej pozycji, podpiera się dłonią o ścianę i mówi do dziewczyny: – Kochanie, a gdybyś mi tak zrobiła laseczkę… – Tutaj? Jesteś nienormalny? – Noooo, tak szybciutko, nic się nie stanie… – Nie! A jak wyjdzie ktoś z rodziny wyrzucić śmieci, albo jakiś sąsiad i mnie rozpozna… – Ale to tylko “laska”, nic więcej… kobieto… – Nie, a jak ktoś będzie wychodził… – No dawaj nie bądź taka… – Powiedziałam ci, że nie i koniec! – No weź, tu się schylisz i nikt cię nie zobaczy, głupia… – Nie! W tym momencie pojawia sie siostra dziewczyny, w koszuli nocnej, rozczochrana i mówi: – Tata mówi, że juz wyrzuciliśmy śmieci i masz mu zrobić tą laskę do cholery, a jak nie to ja mu zrobię, a jak nie, to tata mówi ze zejdzie i mu zrobi, tylko niech zdejmie rekę z tego kurewskiego domofonu bo jest 3 w nocy do cholery! Przychodzi koleś do kasy biletowej i mówi: -Poproszę bilet. -Normalny? -Nie, po*******ony! Do księgarni wchodzi facet. Przegląda jakieś książki i z rozczarowaną miną odkłada je z powrotem na półki. W końcu podchodzi do sprzedawcy: – Ma pan może jakiś dobry kryminał? – Oczywiście – mówi sprzedawca wyciągając spod lady pachnący jeszcze farbą drukarską wolumin – Najnowsza powieść Roberta Lundluma. Wspaniała intryga, niesamowite zwroty akcji, cudowna narracja i co najważniejsze w kryminałach, do końca nie wiadomo kto zabijał. – Świetnie, biorę – mówi gość – A jaki jest tytuł? – “Stróż – morderca” A oto moj faworyt :D Blondynka i prawnik siedzš obok siebie w samolocie. Prawnik pyta, czy nie zechciałaby zagrać z nim w ciekawš grę. Blondynka mówi, że jest zmęczona, odwraca się do okna i próbuje zasnšć. Ten jednak nalega i wyjaœnia, że gra jest bardzo prosta i wesoła. Mianowicie będš zadawać sobie pytania i jesli któreœ nie zna odpowiedzi – płaci 50 złotych. Ona odmawia i znów próbuje zasnšć, ale prawnik nie daje jej spokoju i proponuje inny układ – jeœli ona nie będzie znała odpowiedzi – placi 50 zł, jeœli natomiast on nie będzie znał – płaci 5000. To przykuwa jej uwagę, poza tym i tak zdaje sobie sprawę, że on nie da jej spokoju, dopóki nie zagrajš w jego grę, więc zgadza się. Prawnik zadaje więc pytanie pierwszy: – Jaka jest odległoœć pomiędzy Ziemiš a Księżycem? Blondynka bez słowa sięga do portfela i wyjmuje banknot 50 zł. – Ok – mówi prawnik – twoja kolej… – Co to jest, wchodzi na górę na czterech nogach, a schodzi na trzech? Prawnik jest zaskoczony, wytęża umysł i nic, dzwoni do znajomych, wysyła maile, przeszukuje internet i nic. Po godzinie poddaje się i wypisuje czek na 5000 zł, ona przyjmuje, odwraca się i próbuje zasnšć. Prawnik jest jednak ciekaw odpowiedzi i pyta: – No dobra, to co to jest, co wchodzi na górę na czterech nogach, a schodzi na trzech? Blondynka odwraca się i wycišga banknot 50 zł…

Comment from Royce Kytle
Time: October 30, 2015, 3:15 am

Beging with the entire wales properly before just about any planking. Our own wales can easily compilation of calculated forums those thickness analysts could be the related to some with the shell planking along with far more significant damage so that they project following dark planking. planking

Comment from 149915081512321492148814931512150414971501
Time: October 31, 2015, 1:33 am

I like the valuable info you provide within your articles. I’ll bookmark your weblog and check once again here regularly. I’m quite certain I will learn lots of new stuff proper here! Best of luck for the next!

Comment from Filipino Movies
Time: October 31, 2015, 1:48 am

This sounds in a way inflammatory pending me…can’t wait for this…thank you!

Comment from Kelsi Ficher
Time: November 3, 2015, 10:46 am

I discovered your weblog site internet site on google and appearance some of your early posts. Preserve up the fantastic operate. I just extra increase Feed to my MSN News Reader. Searching for toward reading far far more by you later on!…

Comment from rental property
Time: November 4, 2015, 4:45 am

I really wanted to jot down a quick message to say thanks to you for all of the fabulous facts you are giving out at this site. My rather long internet look up has at the end been recognized with reliable tips to exchange with my relatives. I would admit that most of us site visitors actually are undoubtedly fortunate to live in a good community with so many lovely people with great opinions. I feel extremely happy to have seen your web site and look forward to many more entertaining minutes reading here. Thanks a lot again for everything.

Comment from full service condo
Time: November 12, 2015, 12:56 pm

For most recent news you have to pay a visit the web and on web I found this web site as a best web page for hottest updates.|

Comment from vaillance courtage
Time: November 15, 2015, 1:24 am

I’m not sure exactly why but this web web site is loading incredibly slow for me. Is anyone else having this problem or is it a dilemma on my end? I’ll check back later and see if the difficulty nonetheless exists.

Comment from para kazanma yollari
Time: November 16, 2015, 11:53 pm

I like the valuable details you offer within your articles. I’ll bookmark your weblog and check once more here regularly. I’m quite positive I will learn several new stuff correct here! Excellent luck for the next! xrumer

Comment from restposten spielzeug
Time: November 28, 2015, 10:25 am

Hello folks, We found your blog and I to appoint its a amazing spot around here and We want call attention on it as it deserves all are great. Please continue the strong website.

Comment from cable internet packages
Time: December 5, 2015, 3:36 pm

This website was… how do I say it? Relevant!! Finally I’ve found something which helped me. Thanks!|

Comment from prestige kew gardens
Time: December 6, 2015, 1:39 pm

I needed to post you this little bit of word to finally say thanks once again for your personal incredible methods you’ve shown in this case. It’s so extremely generous with you in giving extensively what exactly many individuals could have advertised as an electronic book to make some money for themselves, even more so now that you could have tried it if you ever considered necessary. The secrets also worked to be the good way to fully grasp that many people have a similar zeal the same as my own to know the truth somewhat more when considering this problem. I’m certain there are a lot more fun opportunities ahead for people who see your site.

Comment from Auto Manage Linkedin
Time: December 10, 2015, 2:03 am

Hoping to go into business venture world-wide-web Indicates revealing your products or services furthermore companies not only to ladies locally, but nevertheless , to a lot of prospective clients in which are online in most cases. e-wallet

Comment from justin bieber tickets montreal
Time: January 10, 2016, 1:02 am

I really like your writing style, good data, appreciate it for posting : D.

Comment from drug addiction
Time: January 10, 2016, 6:13 am

I conceive this internet website contains some rattling amazing information for every person : D.

Comment from Iwriter Review
Time: January 12, 2016, 3:16 pm

I recognize there’s lots of spam on this internet site. Do you want assist cleansing them up? I may aid among courses!

Comment from 1588158516031577321603158816013215781587158515761575157832157516041605161015751607321576157516041585161015751590
Time: January 19, 2016, 12:06 pm

Some truly nice and utilitarian information on this internet internet site , besides I feel the layout holds great attributes.

Comment from disability bathrooms sheffield
Time: March 21, 2016, 8:09 am

This douche bag loves his illegal bretheren because hes a itiaen with the world and we really should be ashamed of ourselves I got news for you Asswipe get your asswiping ass back to the craphole exactly where you came from with all of your illegal beaners

Comment from xiamen china
Time: May 25, 2016, 9:44 pm

I am often to blogging and i actually recognize your content. The article has really peaks my interest. I am going to bookmark your web site and keep checking for new information.

Comment from woodworking plans
Time: May 26, 2016, 5:55 am

Thank you a lot for sharing this with all folks you really recognise what you’re talking approximately! Bookmarked. Please additionally visit my website =). We can have a link exchange arrangement between us!

Comment from http://proteintabletter.top
Time: June 4, 2016, 10:49 am

Some really nice and utilitarian info on this website, besides I conceive the style and design has got good features.

Comment from Efren Rasset
Time: April 2, 2017, 7:26 pm

Thanks for sharing superb informations. Your website is so cool. I’m impressed by the details that you have on this site. It reveals how nicely you perceive this subject. Bookmarked this web page, will come back for more articles. You, my friend, ROCK! I found just the info I already searched all over the place and just could not come across. What a great web-site.

Comment from Shannan Hemme
Time: April 16, 2017, 3:43 pm

Thanks a lot for the blog. Will read on…

Comment from high quality PBN Post
Time: April 24, 2017, 2:09 am

wow, awesome blog.Thanks Again. Really Great.

Write a comment