Service Lacks

Man O Man do I ever get frustrated with Service, or the lack thereof.

A few examples from this past week.

1) Today, I went into a Pep Boys tire and auto center to simply get my tire plugged as it had been penetrated by a loose screw and was loosing air.

I recently purchased the tire set from this location along with the road hazard warranty.

I was the second person in the place this morning.

My son and I waited for 45 minutes for them to simply plug the hole caused by the screw. We sat and watched 3 and sometimes 4 guys hanging around the van just having coffee and talking. Then, the individual who was "working" on the tire answered his personal cell phone.

This job should have taken 10 minutes from start to finish....

2) Sonja and I went into Macy's yesterday...to actually spend money.

Do you know, we walked around that store and actually stood in specific departments for extended periods of time. We were in that shop for 60 minutes and not a single person asked us if we would like help.

We were entertained by a boy/girl employee couple as we listened to them flirt with each other, neither stopping to ask us, while we were in their department if we could use assistance.

Is it any wonder that retailers bemoan the fact that their sales are off?

Can you guess where we are not shopping if we can avoid it?

With this general attitude so prevalent, it is no wonder that I constantly get this kind of feedback from our electronic post service survey we ask customers to fill out...and these are exact quotes.

"I work in Accounting with vendors and payables daily, it takes a lot to impress me and I must say you staff exceeded my expectations!!! Great Job!!"

"I can't say enough about how impressed I was with the quality of service. That is something that is rare in today's society. Thank you!"

"I called in my order from work, and was very pleased with how quickly your staff member took care of me. Sometimes it's hard to conduct personal business from work because of having to be put on hold, but that was not the case at all. She was very efficient, extremely helpful, and professional. My friend LOVED the arrangement. Thanks SO much!"

And my personal favorites...

"Dear Robert: You have one of the best businesses I have had the pleasure of dealing with over the last year. Thank you to you and your staff!"

"Yes my suggestion is to not change a thing. If it works don't fix it. It was a breath of fresh air to do business with an establishment that treats customers as special as you do. I immediately discarded all other florists numbers and put yours as my only number for future needs."

I am encouraged as we continue to strive to be of excellent service in our company when I get this type of feedback.

At the same time, I simply am appalled that stores and eating establishments continue to tolerate mediocre service at best from their staff.

Yet they bitch and bitch about sales.

Their bitch, I believe could be translated as follows.

"Sales are off, and it is simply that the economy is bad"

Translated

"Damnit, sales continue to slide, we need to figure out how to continue to promote lack of motivation, service, and a general concern for customers as people while we take money from their wallets, how can we continue to do this successfully?"

I am sorry for my blistering tone, I am just fed up with it. Not that it will change a thing, but I will say this.

There is a difference in establishments. Those that bend over backwards to serve their customers will truly succeed and likely be able to grab market share as more and more people get tired of treatment like I outlined above.

Tired of standing in lines, not getting help, a general attitude of indifference....

What a lesson in how not to be!

Free...Really?

In a discussion with a customer the other day, the issue of delivery came up yet again.

I must say, that after so many years of Federal Express, DHL, Express Mail, UPS Next day, you name it, I am still astounded that people will still question the local florist for charging for delivery.

She "Boy, $8.00, that really seems like a lot to me! I mean really, you are only having to deliver the item a few miles from your shop."

I understand that people's perspective is typically limited to their world view. In other words, they only know life as it revolves around them. And in many cases, this is a very limited sphere indeed.

Initally, I explained to her that "while I have tried and tried, and tried, I can't seem to get delivery drivers to work for me for free. They all seem to want to get a paycheck every week with everyone else.".

I then explained, "I have also pleaded and pleaded with the GM dealership to give me my trucks for free. For whatever reason, they simply refuse to let me have one of those $26,000 trucks for free".

I then told her that "while I have tried to dicker and deal with the gas station, I have yet to find one that will let me have gas for any less than what is posted on their respective reader boards".

"This is not to mention the unwillingness of the general public to stop driving their cars, shopping carts, motor-cycles, or trucks, into the back, side, or front of my vehicles".

From there, I asked her to consider the following.

I explained that yesterday, I took a two ounce letter to the post office I needed it to be in an office in Orlando that same day. I was there early in the morning, but no matter how much I pleaded and begged, yelled and screamed, they refused to take the letter any sooner than Express Mail which guaranteed my delivery only by 4pm the next business day.

Cost of this service? $14.99.

And they will only guarantee me delivery in 18 hours.

Yet, many people call us every day, sometimes as late as 4pm "Oh my Lord, I have forgotten my anniversary, won't you please help me get flowers to my wife".

We make the delivery for them.

Many people call us every day, request flowers be delivered, and pay between 7 and 9 dollars for delivery.

Get that? Same day, not next day (if you are lucky by 4pm).

A 2 ounce letter takes 18 hours to get across town and you pay $14.95. A beautiful floral tribute or gift, as large as you can afford, same day, sometimes within 1 hour.

To me, $8.00 doesn't seem unreasonable.

But that's just me I suppose.

Naturally, there are florists still out there spitting out that they will deliver your item for you for free. Indeed, some of our customers have even been led away by those promoting this very thing. "Hey, if you do business with us, we will deliver your product for free". (Buying on price alone is a topic for a later date)

Based on what I outlined above, I believe most people are sharp enough to realize that it is literally impossible to delivery anything for free. You are paying for your "free" delivery somewhere, I guarantee it.

The only thing in this life that is truly free in the literal sense of the word is the grace provided for us by God in sending Christ to die for us.

Everything else has a cost associated with it...hidden or up front, you pay for everything in this world.

Wouldn't you rather do business with someone who believes in being up front with you about what you are paying for?

I know I would.

14 going on 50

It amazes me how grown adults will behave.

How they can rationalize everything they do, especially when in the negative, on someone else.

How they were raised, they had a mean daddy, their mommy was a bitch, a brother was a real f$#%^&, you name it, and baby, they will find a way to shift the blame for their poor behaviour.

In my own life as it stands currently, I am surrounded by these people. I can't believe that a 45 year old human being can act like such a child. A 48 year old can in fact behave in a manner that a kindergardener would question, a 59 year old will lie like a school girl.

My eyes were opened today to the insanity of it when my 14 year old daughter became angry with me over an issue. As the authority figure, be it in our business or at home, this happens with regularity to me. Someone is always angry with me over something I have said, their perception of how I have said it, their own personal spin on it, the fact that I am asking them to do a job (mind you that they are being paid by my company to do). It never ends.

This situation reminded me of many of the employee/employer struggles I see today in my own business and in the business of others.

Many that know me know that I stand on principal and am firm in my convictions. They know that if they come to me with an issue they had better bring facts to back up what they wish to talk to me about.

If they bring accusations about others, they very likely run the risk of me bringing the accused into the picture immediately to avoid "gossip". I only feel it fair that a man/woman be allowed to face his or her accusers in any situation. "For every mans way seems right until another comes forward to present his case".


Ok, enough of my side track.

Back to the rift.

My son and daughther had just come back from mowing a lawn they had contracted for. It was at this point that I thought it a good idea for them to mow our lawn too.

I mean really, the lawn mower was already out and warmed up.

I casually mentioned to them that I would like for them to hit ours next.

This met with the look from the daughter.

The look that says "What?!" "Are you Kidding me?!"

At that point, I proceeded to state what I saw in the situation.

"Now why can't you at least do our back yard?"

"Yesterday, you were all so eager to mow the neighbors lawn that I thought you might pee yourself in the process of going there".

She pursed her lips and stalked off to the shed to begin the lawn mowing rant.

It was here that I realized that the "pee yourself" comment wasn't really the best thing in the world to say so I followed her to the shed.

I told her that I wanted her to forget the lawn mowing and that I would handle it tonight.

This resulted in a bit of a verbal skirmish in which she even began to raise her voice to me.

She was obviously upset and getting more so as the seconds wore on.

I wouldn't budge and after reminding her that she was to not raise her voice to me again (as her mother and I have attempted to set this example for our children as a poor way to handle conflict), she went on her way.

She came back and attempted to yet again convince me that I should let her do the work, and I again wouldn't budge.

She left very upset and began to cry.

After a little while she emerged yet again, nose red and eyes a bit puffy.

This time however it was with a different tone.

"Dad, listen, here is the deal.

I was upset when you asked me to mow the lawn because I had just gotten done with that huge yard of the neighbors and had planned to play with the boys and the neighbor kids for the night because it is supposed to rain the rest of the week.

I am sorry for acting that way and if you still want me to I will mow the rest of the lawn for you"

My response was as follows.

"OK, well, I don't mind finishing this job for you because your point is well taken.

Maybe next time, instead of pursing your lips and stalking off, you would consider explaining to me at the outset your position, just like you did tonight.

For I am a reasonable dad/man, and will always listen, plus we can avoid you feeling so upset. Now go have a good time"

"OK dad, thanks"

Off she skipped (yes she skipped). Happy as the proverbial clam.

I am harder on our kids and in fact harder on my wife than "outsiders" to our family, everyone from friends to employees.

As things have gone for me lately I have almost started wondering if I am losing my mind or going crazy with all these people who simply refuse to bring issues they may have about any number of things to me.

You would almost think that I am Shrek or something.

Hell, maybe it's my breath.

I don't know.

They gossip, they deceive, they spin the truth, they marginalize, they work every angle they can, so long as to avoid the fact of the matter or at the very least, avoid coming to the one person who can really solve the issue for them.

It is almost as though they enjoy the madness. I think maybe it is "normal" for them.

Yet, my 14 year old daughter isn't afraid to bring a disagreement to me immediately.

Funny to me (the big meanie that I am)

No beatings ensued.

No yelling.

No name calling.

No fear.

Just a father and a daughter hashing out a disagreement.

You know the neatest part to me?

I love her even more today.

I find myself even more proud of her than I already was before this issue.

Conflict and disagreements can really work out for the best if we only would act like adults.

I learned from her today.

I hope you may too.

Well, to quote my very wise daughter "I guess that's all....bye"

Pictures, Pictures, and more pictures

Ohhhhhh how our post about Sonja's modeling sparked a few jealous ladies to really let me have it.

Well, those days are done, however, I will say that the world has opened up for us with regard to photography as a whole.

What has at one time been a hobby is soon to beceome a full fledged adventure.

If you want to see what I mean, log on to www.robertanthonyphoto.com and you will see.

Tell your friends. We can't wait to get flying with this!

Yipeee and Yahooooo.

2006

What a whirlwind of events took place in 2006! It was like no other that I have ever seen.

We purchased a shop in Florida and have very much enjoyed the economic climate in Florida. It is really quite wonderful down there. Business abounds.

Michigan's economy continues to falter and get even worse with no hope of revival.

The exodus continues out of Michigan and the voters opted for status quo. Somehow hoping that more tax money invested into education will somehow bring the state around.

Why is it that people simply can't see the obvious, but will continue to follow blindly those that speak about things they really don't understand.

If there are no jobs in the state, certainly education won't bring them. People will continue to do what they are doing currently. Get a free ride on their education through government funded programs and then leave for a warmer, more job friendly climate.

It is that simple. It really is.

History proves it. Today's economy in Michigan proves it.

The state keeps making it more and more difficult to practice small business, and then successfully continues to convince the masses that it is the business owner who is the problem. Not the government.

More taxes mean less money in the hands of the consumer from the top down. It is so elementary and is being shown for what it is today...yet the voters continue to vote those in they "feel" are going to get them work.

It's simple. Create more entitlement programs, give to more and more people, and heck all will be well.

That is until the entitlement programs don't have anywhere to draw the money from. For you see, if the businesses are gone, and they are indeed leaving, the money source for the entitlement program goes with it.

One by one, systematically they close. Hell, around our shop, I am amazed at how many businesses continue to close or go up for sale. It is never ending.

So we too are forced to move ahead with our lives to ensure a better future for our children.

Over this year, I have learned many other things as well.

I have learned what a blessing my children are.

I have learned how to be a better husband.

I have learned how valuable my wife is...and what a treasure she is. I thought I really knew...but I truly had no clue.

I love you Sonja Lynn. I want the world to know that you are the most beautiful woman I have ever met, known, and ever will know.

This year is going to be great for our company as we continue to press forward with our ventures. We are very excited about our business opportunity in Florida.

We wish you well and hope you are finding success in whatever you are doing.