Comments on: Service Expectations http://portland.metblogs.com/2007/02/27/service-expectations/ Fri, 16 Oct 2009 01:46:32 -0500 http://wordpress.org/?v=2.8.6 hourly 1 By: TKrueg http://portland.metblogs.com/2007/02/27/service-expectations/comment-page-1/#comment-6691 TKrueg Wed, 28 Feb 2007 16:16:47 +0000 http://portland.metblogs.com/2007/02/27/service-expectations/#comment-6691 Lisa, Do tell the 'bitch' story about the gal in produce. I know her and 'bitch' is the last thing many folks would use to describe her. Maybe not the most social person in the world, but... Lisa,

Do tell the ‘bitch’ story about the gal in produce. I know her and ‘bitch’ is the last thing many folks would use to describe her. Maybe not the most social person in the world, but…

]]> By: Brandon http://portland.metblogs.com/2007/02/27/service-expectations/comment-page-1/#comment-6690 Brandon Wed, 28 Feb 2007 15:53:17 +0000 http://portland.metblogs.com/2007/02/27/service-expectations/#comment-6690 I worked as a floor clerk at New Season's flagship location when they first opened in 2000. I remember helping a yuppie-ish woman try to hunt down a certain brand of obscure mushrooms. I couldn't find them, apologized, asked her if there was anything else I could help her with and went back to stocking shelves. Miffed for some reason, she decided to complain to a manager. I was chewed out for "being short" with her. At least back then they took their "friendliest store in town" modus operandi very seriously. My short-lived career at New Seasons lasted all of two months. I worked as a floor clerk at New Season’s flagship location when they first opened in 2000. I remember helping a yuppie-ish woman try to hunt down a certain brand of obscure mushrooms. I couldn’t find them, apologized, asked her if there was anything else I could help her with and went back to stocking shelves. Miffed for some reason, she decided to complain to a manager. I was chewed out for “being short” with her. At least back then they took their “friendliest store in town” modus operandi very seriously.

My short-lived career at New Seasons lasted all of two months.

]]> By: jonashpdx http://portland.metblogs.com/2007/02/27/service-expectations/comment-page-1/#comment-6689 jonashpdx Wed, 28 Feb 2007 14:29:09 +0000 http://portland.metblogs.com/2007/02/27/service-expectations/#comment-6689 unnatural? no, i don't think that's the word i'd use...(unless they said "sir" in which case i would be freaked out). i'm all for employees having a workplace in which they're comfortable and happy enough to be able to chat and such, but at the end of the day, it's their job to do a service, and like it or not, part of that service is dealing with the customer, hopefully in a friendly and unforced manner. at the same time, as a hopefully good customer, it shouldn't be unnatural for me to get off my phone and actually interact with my barista/checker/etc rather than blathering on as i see a lot of people do without acknowledging the service at all. *though i too like the self-serve at the freddy's as it's infinitely faster and hassle-free* unnatural? no, i don’t think that’s the word i’d use…(unless they said “sir” in which case i would be freaked out). i’m all for employees having a workplace in which they’re comfortable and happy enough to be able to chat and such, but at the end of the day, it’s their job to do a service, and like it or not, part of that service is dealing with the customer, hopefully in a friendly and unforced manner. at the same time, as a hopefully good customer, it shouldn’t be unnatural for me to get off my phone and actually interact with my barista/checker/etc rather than blathering on as i see a lot of people do without acknowledging the service at all.

*though i too like the self-serve at the freddy’s as it’s infinitely faster and hassle-free*

]]> By: Norm! http://portland.metblogs.com/2007/02/27/service-expectations/comment-page-1/#comment-6688 Norm! Wed, 28 Feb 2007 14:20:56 +0000 http://portland.metblogs.com/2007/02/27/service-expectations/#comment-6688 Call me soul-less, but I prefer the UScan at FredMeyer. I really don't want to engage in a conversation (or eye contact) with a checker. We both know why we're there and I know that they really don't care if I "have a nice day". I just want the groceries scanned quickly so I can get the heck out of there. I'm more impressed with knowledgeable floor clerks who can actually help me find what I'm looking for. That said, I have always had an enjoyable experience at New Seasons (NE 33rd & Killingsworth). I could see the clerks chatting amongst themselves and unintentially ignoring customers. Their employees seem to be much more casual about openly discussing the store's operations in front of customers. Wouldn't it have seemed unnatural if the clerks stopped their conversation and turned to you and said, "Good day, customer! How may we help you today, sir?" Call me soul-less, but I prefer the UScan at FredMeyer. I really don’t want to engage in a conversation (or eye contact) with a checker. We both know why we’re there and I know that they really don’t care if I “have a nice day”. I just want the groceries scanned quickly so I can get the heck out of there. I’m more impressed with knowledgeable floor clerks who can actually help me find what I’m looking for.

That said, I have always had an enjoyable experience at New Seasons (NE 33rd & Killingsworth). I could see the clerks chatting amongst themselves and unintentially ignoring customers. Their employees seem to be much more casual about openly discussing the store’s operations in front of customers. Wouldn’t it have seemed unnatural if the clerks stopped their conversation and turned to you and said, “Good day, customer! How may we help you today, sir?”

]]> By: butch http://portland.metblogs.com/2007/02/27/service-expectations/comment-page-1/#comment-6687 butch Wed, 28 Feb 2007 01:57:11 +0000 http://portland.metblogs.com/2007/02/27/service-expectations/#comment-6687 New Seasons customer service story: went there last year and arrived at check out with a cart overflowing with groceries. Suddenly realized I left my wallet at home about 40 blocks away. They said no problem, let me call my home from the check stand and had my wife give them my credit card number over the telephone. New Seasons customer service story: went there last year and arrived at check out with a cart overflowing with groceries. Suddenly realized I left my wallet at home about 40 blocks away. They said no problem, let me call my home from the check stand and had my wife give them my credit card number over the telephone.

]]> By: dieselboi http://portland.metblogs.com/2007/02/27/service-expectations/comment-page-1/#comment-6686 dieselboi Tue, 27 Feb 2007 23:41:21 +0000 http://portland.metblogs.com/2007/02/27/service-expectations/#comment-6686 It is funny that you write "conditioned." I was angry a few days back due to what I felt as bad customer service. In retrospect, it was more about my expectations than about the service. I do experience the chatters at checkout at New Seasons. Sometimes, it has caused an issue - like things being dropped or rung up wrong. I got the apology, but only after I pointed it out. Further, the conversation went on after the mistake. You know me, I have a way of letting you know I am not happy and this checker and a manager saw what was happening and calmly interceded to resolve the issue. It is funny that you write “conditioned.” I was angry a few days back due to what I felt as bad customer service. In retrospect, it was more about my expectations than about the service.
I do experience the chatters at checkout at New Seasons. Sometimes, it has caused an issue – like things being dropped or rung up wrong. I got the apology, but only after I pointed it out. Further, the conversation went on after the mistake. You know me, I have a way of letting you know I am not happy and this checker and a manager saw what was happening and calmly interceded to resolve the issue.

]]> By: Lisa http://portland.metblogs.com/2007/02/27/service-expectations/comment-page-1/#comment-6685 Lisa Tue, 27 Feb 2007 23:02:18 +0000 http://portland.metblogs.com/2007/02/27/service-expectations/#comment-6685 That's too bad. I've always encountered friendly checkers at New Seasons (Beaverton), but the girl in the tyedie dresses in Produce is a bitch. That’s too bad. I’ve always encountered friendly checkers at New Seasons (Beaverton), but the girl in the tyedie dresses in Produce is a bitch.

]]> By: Lady http://portland.metblogs.com/2007/02/27/service-expectations/comment-page-1/#comment-6684 Lady Tue, 27 Feb 2007 21:59:14 +0000 http://portland.metblogs.com/2007/02/27/service-expectations/#comment-6684 I like a friendly 1:1 encounter at any small shop I visit, but if I can get out any large grocery store quickly with an accurate tab I call it good. I do agree that it is less than customer friendly to have staff talking to other staff during a transaction with a customer. I think this kind of behaviour usually reflects poor management clarification of expecations from staff. I like a friendly 1:1 encounter at any small shop I visit, but if I can get out any large grocery store quickly with an accurate tab I call it good. I do agree that it is less than customer friendly to have staff talking to other staff during a transaction with a customer. I think this kind of behaviour usually reflects poor management clarification of expecations from staff.

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