My boss is freakin awesome!

[Rashaddd 5,000+ posts]

Joking about and making fun of bush on the job is much safer and less controversial, because nobody ever disagrees.

 

[IamDeMan 5,000+ posts]

You and your boss are so cool to be professional and let your ideals stop you from making a buck. In this economy that makes so much sense. Everyone should engage in political discussions with their customers. I mean hell who wants to take money from people who don't agree with them?

My hat is off to you, winnAR!

 

[wishbone 10+ year member]

I am black and I thought the OP was very funny. I didn't think about race at all. I didn't even par take in another election that DOES NOTHING FOR THE USA ! But with all that said I can't over look the DIRECT CONTRADICTION THIS BAFOON AND HIS BOSS made, when some of you are complaining about the country being broke and not having money for assistance.

If you chase business out of your store i don't want to hear from you , the boss, and the owner of the UPS store how bad the economy is at this moment. //content.invisioncic.com/y282845/emoticons/wow.gif.23d729408e9177caa2a0ed6a2ba6588e.gif

And further more like it or not when you speak of Obama race will always come into play because he is the first BLACK 1/2 WHITE or multicultural president this country has ever had and that is what people will remember about him being president IMHO.

WB

PS I didnt read all threads so forgive me if I repeated any thing, judging by the crowd I really don't think I could have. //content.invisioncic.com/y282845/emoticons/frown.gif.a3531fa0534503350665a1e957861287.gif

 

[sexiewasd 10+ year member]

From the op's post they did have good customer service, offered a fair price, and helpful advice.

Personally when I go to a store I am not looking to get my *** kissed, because I don't need that kind of an ego boost in my daily life. If someone is agreeing with everything I say and kissing ***, how am I supposed to trust them? no thanks I'll go elsewhere. Sometimes I think this country is filled with little p.c. nancys who are afraid to get their feelings hurt.

I think Lincoln was more black than Obama

 

[John3000 10+ year member]

post...

 

[John3000 10+ year member]

From the op's post they did have good customer service, offered a fair price, and helpful advice.
Personally when I go to a store I am not looking to get my *** kissed, because I don't need that kind of an ego boost in my daily life. If someone is agreeing with everything I say and kissing ***, how am I supposed to trust them? no thanks I'll go elsewhere. Sometimes I think this country is filled with little p.c. nancys who are afraid to get their feelings hurt.

I think Lincoln was more black than Obama

//content.invisioncic.com/y282845/emoticons/confused.gif.e820e0216602db4765798ac39d28caa9.gif

 

[squeak9798 5,000+ posts]

That's false-ish. Every long run report (over 10 to 20 years) says that "friends tell friends" thing typically drops when the business creates a new logo or advertising campaign.
It does matter with small "mom and pop" establishments. But big retail chains...not a chance. Wal-Mart probably has 100k complaints a day, but it isn't shutting it's doors.

I would agree and disagree. Walmart is a different market. Yes, a complaint against Walmart might not keep someone or their friends/family from going to that particular store or the business as a whole.

But with a shipping company like that, in a semi-metropolitan town (which I assume they are if they have a Kinkos) it's not hard to find another shipping company or independent agent who can provide similar service for similar prices. At the locations I use to ship, I can chose to use either UPS or Fedex. If I had a bad experience with UPS do you think I'd use that service again, even from a different agent with another source of identical service so readily available from an easily located agent? No.

It could pretty easily damage that one particular UPS store, which I assume has standards they must meet.

 

[newusername 10+ year member]

Before I went back to school and started working at the bank, I did Quality Assurance for AT&T>Cingular>at&t at a call centre up here. It was a very rewarding position because I was able to teach others how to do their job well....I've always liked teaching.

One of my first disagreements there was about the impact of a customer's non-satisfactory experience. At the time, it was a big point in all the training: remember how many potential customers are lost for every bad experience. To me, this argument was baffling, especially in the cellular industry. You see, the cellular industry in particular is a big battle of attrition. The best situation is actually one where the client is out of contract and stays with the company for an extended period of time rather than hopping from provider to provider every 2 years after their contract is up. Aside from all the costs of attracting new customers, the cellular industry also subsidizes equipment in exchange for service contracts....the less equipment you have to subsidize, the better (although the equipment does play a big role in attracting clients to your service).

Anyways, my uphill battle was trying to explain how looking at customer service through the viewhole of what potential customers would think was a sure way to fail. In a company that had grown to 60 million subscribers, I said let's focus on satisfying everyone of the clients we already have, and the growth will come on its own; at the time, Cingular was racing with Verizon to become the largest US provider (largely through acquisitions) while not realizing Verizon was beating them almost exclusively because of customer service. Forget about what your client will tell their friends and focus on what your client is telling you! Be "in the moment" for every single customer you are in contact with and the rest will take care of itself.

 

[jdawg 5,000+ posts]

I use Sprint

 

[squeak9798 5,000+ posts]

Before I went back to school and started working at the bank, I did Quality Assurance for AT&T>Cingular>at&t at a call centre up here. It was a very rewarding position because I was able to teach others how to do their job well....I've always liked teaching.
One of my first disagreements there was about the impact of a customer's non-satisfactory experience. At the time, it was a big point in all the training: remember how many potential customers are lost for every bad experience. To me, this argument was baffling, especially in the cellular industry. You see, the cellular industry in particular is a big battle of attrition. The best situation is actually one where the client is out of contract and stays with the company for an extended period of time rather than hopping from provider to provider every 2 years after their contract is up. Aside from all the costs of attracting new customers, the cellular industry also subsidizes equipment in exchange for service contracts....the less equipment you have to subsidize, the better (although the equipment does play a big role in attracting clients to your service).

Anyways, my uphill battle was trying to explain how looking at customer service through the viewhole of what potential customers would think was a sure way to fail. In a company that had grown to 60 million subscribers, I said let's focus on satisfying everyone of the clients we already have, and the growth will come on its own; at the time, Cingular was racing with Verizon to become the largest US provider (largely through acquisitions) while not realizing Verizon was beating them almost exclusively because of customer service. Forget about what your client will tell their friends and focus on what your client is telling you! Be "in the moment" for every single customer you are in contact with and the rest will take care of itself.

I agree you must listen to your current customer base and do your best to service them as best as possible.

From working in an industry which stresses referral business, you can't ignore the impact unsatisfactory customer service or experiences will have on referrals/recommendations. You know what the #1 phrase I hear out of unhappy customers? "And I'm going to tell everybody I know......" I don't let that line change my decision, but you can't ignore it (in my line of work, sometimes you have "difficult to resolve" disagreements). And when you're trying to attract new clients, it's difficult to overcome what they've heard from so-and-so.

When I was looking for a new cellular service, I polled my friends, family and coworkers on their experiences with their providers. I used that information along with my own experience and the various product offerings to make a decision. If someone has had bad experiences that seemed to not stem from them being unreasonable, that company went down the list a few rungs.

In the end, I think we're saying the same thing. Provide good customer service and the rest will come. Provide bad customer service and you're losing customers, one way or the other.....and it's more expensive to attract new clients than to retain your current customers.

 

[newusername 10+ year member]

Yes, we agree. I'm mostly arguing semantics.

 

[MkKin420 10+ year member]

That was freakin great i lol'd.

 

[jdawg 5,000+ posts]

ok

 

[joeboxer5876 10+ year member]

Before I went back to school and started working at the bank, I did Quality Assurance for AT&T>Cingular>at&t at a call centre up here. It was a very rewarding position because I was able to teach others how to do their job well....I've always liked teaching.
One of my first disagreements there was about the impact of a customer's non-satisfactory experience. At the time, it was a big point in all the training: remember how many potential customers are lost for every bad experience. To me, this argument was baffling, especially in the cellular industry. You see, the cellular industry in particular is a big battle of attrition. The best situation is actually one where the client is out of contract and stays with the company for an extended period of time rather than hopping from provider to provider every 2 years after their contract is up. Aside from all the costs of attracting new customers, the cellular industry also subsidizes equipment in exchange for service contracts....the less equipment you have to subsidize, the better (although the equipment does play a big role in attracting clients to your service).

Anyways, my uphill battle was trying to explain how looking at customer service through the viewhole of what potential customers would think was a sure way to fail. In a company that had grown to 60 million subscribers, I said let's focus on satisfying everyone of the clients we already have, and the growth will come on its own; at the time, Cingular was racing with Verizon to become the largest US provider (largely through acquisitions) while not realizing Verizon was beating them almost exclusively because of customer service. Forget about what your client will tell their friends and focus on what your client is telling you! Be "in the moment" for every single customer you are in contact with and the rest will take care of itself.

one customer will with a bad situation with your company will tell atleast 10 people about their problems with your company. customer service was why i left cingular and went to sprint. big mistake, SPRINT blow caulk!

 

[jdawg 5,000+ posts]

one customer will with a bad situation with your company will tell atleast 10 people about their problems with your company. customer service was why i left cingular and went to sprint. big mistake, SPRINT blow caulk!

Im thinkin they may have fired you because you cant even spell