After yet anotherfrustrating experience at our local Walmart, I made a comment on Facebook about it and got some equally frustrated opinions and thought that someone needed to know that I'm not alone in my feelings. Yesterday morning, I called to let the manager know just how aggravating this store is. The local store manager never came to the phone. After seven minutes, I hung up and called the corporate customer service line. Last night, the store manager called me. He asked me to share some of my experiences, which I did, including that one friend had commented on my Facebook post that they call it "Nasty-Mart". I think he really listened. He took note and promised some change. We'll see what happens.
I believe in letting a business know, kindly, when they are having issues. How else can they fix the problem? On the other hand, I believe in saying, "Good job!" , as well.
Yesterday, the regional manager of Chili's was in town while Denise and I were having lunch. I knew that he was coming and made a point of getting up and saying hello, then telling him how much we appreciated the Logan Chili's team's great service. He surprised me by giving me two $20 Chili's gift certificate for my positive feedback. Cool beans!
I didn't tell the manager this to get something free, just like I didn't call Walmart, looking for anything. I just believe that a business needs to know how they are doing, when they are doing great or poorly. How else can you fix a problem if you don't know a problem exist? Years ago, I asked to see the manager of a restaurant because we'd had such outstanding service from our server that night. He came to our table and when I said, "This service has been AMAZING! Thank you!" He looked at me and said, in a most cranky voice, "You called me to your table for that?" If he treated a guest that way, I could only imagine how he treated his servers. Hmmmm, they were out of business about four months later. I wonder why?
Communicating when there is a problem makes a difference. I don't mean just in a store or business. Recognizing the good, in relationships, brings much better resultsevery time. It's also important to acknowledge "issues", and if done in a kind and solution-seeking fashion, can make all the difference in the world. We can be a squeaky wheel without screaching! With the babes, if I make a comment on how great one of them does something, I've noticed that I'll see an improvement in the others, as well, because they love that same kind of recognition. If they are lacking in an area, recognizing it, then asking "How can we do this better?" or teaching a better way without criticism is a much better way of motivating them to make that change on their own without the nagging.
I've been blessed to be married to a man who's gifted at praising loudly and blaming softly. He makes everyone feel important and special, and when there's a problem, he is never condescending or condemning. A few months ago, I observed Doug's cousin standing at the side of his mother's casket. As people walked through the line to offer condolences, I was touched by how he made each person feel so special. They'd come to comfort him but walked away feeling better themselves. This gift that I've observed often in Doug's aunts, uncles and many of his cousins, as well. I've learned much from Doug's extended family's wonderful attitudes! It makes me want to be better at it myself. I'm continually working on it! Enough said.
No matter how busy you are, you must take time to make the other person feel important.
I love letting someone know when something is going really well at their place of business or an employee is doing great. I recently had an amazing experience at a Moes at the Atlanta airport. the next day i went online and sent and e-mail telling them how amazing their staff was.
On the other side, I had a horrible experience with an admissions nurse at the ER the other day when my son was there after he broke his leg. She was rude, nasty and basically had no people skills. I hopped on-line and wrote an e-mail. Got an immediate response letting me know that they would be talking to her supervisor.
It never hurts to let someone know when a bad - or good job is being done. thanks for this post.
Posted by: Kirsten | Friday, July 22, 2011 at 07:08 AM