Over the weekend, my husband and I decided to make a run to
Wal-Mart. I needed to put gas in my car
so we decided to go to Sam’s Club first.
We were about fifteen minutes early so we drove on to Wal-Mart and
shopped. When we returned to the gas station it was twenty minutes passed the
time they were to open and no one was in sight.
It was frustrating as a consumer to sit there and know they were
supposed to be open, but obviously the employee in charge was really late.
Do you know if that is happening with your customers? If you have employees are they delivering
everything they promise to the customer?
Are they on time, do they do good work, do they take the responsibility
of their job seriously?
It’s never a bad
idea to do spot checking. Like calling a
customer to make sure that your employees are delivering top-notch service and
something you would do yourself. If not,
the customer may come to you with the complaint, or they may just move on to
another business without every letting you know they were not satisfied. That customer may leave and tell a lot of
people about that bad experience with you and not report it to you.
Spot checking allows you to reach out to the customer,
making sure they know that you know they are there and are getting what they
need. It’s the same thing when you go to
a restaurant. When a manager comes over
and asked how my meal was, if everything is OK, I am more likely to back there,
knowing a manager is taking the time to actually ask people about their service.
As for Sam’s Club, I’ll go back there, but the Kroger gas
station got my business this week.
No comments:
Post a Comment