How to Talk Crazy Customers “Off the Ledge” and Other Tactics

27 July 2014 Categories: Blog, Customer Service

 

It is about them.

What to do when people are out of control.

The other day I was at Dunkin’ Donuts when a customer started yelling. The store was packed; he was a big man and pointing his finger at the clerk’s nose.  His beef was he hadn’t gotten his toasted muffin or tuna fish sandwich. The manager was trying to explain that her oven wasn’t working, and she was sorry for the inconvenience.

The more she explained her side of the case, the worse it got.  It didn’t matter what she said, he continued to berate her in front of the other customers. I thought about putting my hand on his arm in hopes it might calm him down. (I knew it wasn’t a good idea, so I didn’t do it.) I thought he might have a gun, and we would all be history. At this point, people were putting their heads down and leaving.  I considered the same but realized there was a lot for me to learn. This was nothing about customer service; it was about a crazy and berating customer.

The clerk gave him his money back and explained she would give him the rest of the order for free. This wouldn’t satisfy him either. He slammed through the door and ran into the parking lot still yelling. His partner wasn’t impressed; she started screaming at him for not bringing the order; so much for a pleasant ride to the Catskills.

Was there anything else she could have done? She was upset,  shaking but not on the verge of tears. It was obvious she was well trained but “not that well trained.”

  1. There’s a point where she should have shut up. The customer wasn’t listening, didn’t care and wasn’t logical.  He was very emotional. There’s no point trying to defend yourself.
  2. You can agree with the customer. So he believes you’re stupid for not having what he wants, and he believes he’s entitled. I don’t know what he would have said, but the rest of us would have enjoyed her approach and logic.
  3. It would have helped if she had raised her voice instead of retreating into her rather quiet approach. A loud “you’re right “might have helped. It’s called “talking the customer off the ledge.” Power it up, not with the same anger but with matching volume. Who knows what’s going on in his life?
  4. Don’t make the fire any hotter by explaining anything. A simple “sorry” is enough.
  5. Don’t take it personally. Sure this is tough to do, but it really has nothing to do with you. I watched an episode at the bank that was quite amazing. I didn’t hear the original conversation, but I did hear the teller say to  the customer if he said that again, she  would come around to the front and “pound him! “Okay she was fired but I had a feeling he might have been really out of line. Do you want more information on this subject? Check out this article, “10 Ways to Deal with Difficult Customers.”

Lisbeth Calandrino has been helping businesses to build loyal customers for the last twenty years. To have her speak to your company or schedule a consultation, reach her at Lcalandrino@nycap.rr.com or check out her web site, www.lisbethcalandrino.com.

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Want to Improve Your Bottom Line? Hold Events in Your Store

27 April 2014 Categories: Advertising, Blog, Customer Service, fun, Managing the Customer Experience, Reaching the Consumer

Proven ideas to drive customers to your business.

I was speaking with a friend of mind that owns a culinary store. “It must have been a tough winter, with all the snow,” I said.

“It was a great winter she said. We started holding cooking classes, and we were swamped.”

I mention her success because holding events has   always been a winner. No matter what your retail store, thoughtful promotions will attract new customers and thank your old ones. Holding events also creates a “buzz” that will have your neighbors paying attention. It doesn’t have to cost much money. It just takes some thoughtful promotions; don’t be  afraid to go all out. The more people you can bring in the better. The purpose of an event is to get people into your store and get to know them. Since 85% of your business is probably referrals, you don’t want customers to forget you.

Anything you do that pleases the customer improves your customer service. The more interesting the customer experience the more the customer will remember you. Customers have so many places to hide online that reaching them  has never been more difficult.

Making people feel special is cheap. Don’t you love getting an invitation to an event even if you can’t attend? It means that someone is thinking about you.

We’re all looking for things to do that aren’t expensive.

Events don’t have to be related to your products. For many retailers not promoting their products seems to be frightening. They’re afraid if they don’t talk about their products, they will lose customers. Actually just having fun with your customers is a way to build relationships. Even though we know it’s a good way to build sales, retailers seem reluctant to hold them.

My advice, “Get over it.”

  1. You shouldn’t spend a lot of money. Having lots of balloons will create a party atmosphere and putting your event on your social media will get the word out. It’s not necessary to advertise in the local newspaper unless you have extra dough. These days social media can do it all for you.
  2. You don’t need a big space. Hold your event during your off season. During the holidays, their is lots of competition for your customer’s attention. With the summer coming, this is a perfect time to have a garden seminar in your parking lot. If you’re a risk taker, have a barbecue at your house. Several years ago, I had a fund-raiser at my house, and it was fun and people just loved coming to my home.
  3. Customer appreciation day always works. David Campbell, owner of Amazing Toys in Great Falls, Montana, holds a customer appreciation in October before the holidays. He also gives reduced prices at his events for Christmas shopping. (Click on the link for information on how to hold a customer appreciation day. )
  4. Have you held an Anniversary party? Why not celebrate your business and share it with your customers.
  5. How about a special “guest” appearance? Every town has local celebrities. Some even have worldwide celebrities. Maybe you can have them make a special appearance. If you can involve a local not-for-profit, you will have a better chance of getting a celebrity to  your business. I remember when we raised money for the special needs program  in our neighborhood; we didn’t have any problems getting Yankee great Phil Razzioto to make an appearance! It was so exciting.

Holding events is the way to bring in customer and build relationships. If you need ideas for events, check out my recently published book, “50 Events to drive Traffic to Your Store.” It will soon be on my website and on Amazon.

Are you attending “Coverings” this coming week? If so, stop into my seminar on “How to Use Events to Grow Your Business” on Friday May 2, 2014, at 9:30-11 A.M.

Lisbeth has been a retail consultant for over 20 years. She specializes in improving customer service and building sales strategies that drive traffic. To have her speak at your store, she can be reached at 518-495-538-.

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4 Ways to Go the “Extra Inch” to Make Your Customer Service Better–Take it from the Japanese Culture

15 March 2014 Categories: Customer Service

 

High Five Bar in Japan.

As you can probably tell from last week’s post, The Devil is in the Details: Part 1, the overall Japanese customer service experience really made an impression on me. This week, I bring you another example of stellar customer service.

The Bar: A Manager Who Went the Extra Mile

In 2007, I took a job as a paint inspector in a local Japanese shipyard. As part of my inculcation to the company, we all went out to the bar after my first week of work. It was a small establishment, a quaint little set-up with dim lights, plush sofas, drunken karaoke, and beautiful bar-girls.

I ran out of cigarettes, so when I ordered my next drink, I asked the bartender – who turned out to be the owner – where the nearest cigarette machine was. He handed me my drink and took my money, but instead of handing me my change, immediately ran out the door.

Confused, I returned to my seat. A minute later, the man returned with the pack of cigarettes – opened, with one smoke already pulled half-way out – and politely handed the pack, as well as my change, to me. There’s a phrase for that – it’s called exceptional customer service!

Customer Service: Going the Extra Inch

You’ve heard the phrases before – you know, phrases like “going the extra mile” or “going above and beyond.” While those are nice clichés, and they certainly make a good point, customer service is even simpler than that. Going the extra inch is:

  • A smile
  • An open ear
  • A kind gesture
  • Common courtesy

Interestingly, I can’t begin to recount the number of times that I’ve walked into a gas station and asked for a pack of smokes, only to have the cashier all but throw the pack at me. I’m not asking for them to get down on one knee for me; I’m just asking for a little common courtesy (i.e. good customer service). Appreciation is a common customer service tool in Japan.

True, they may not be the owners of the company or the store. They may not even be management for the store, but the better impression they make, and the more satisfied the customers are, the better the company will do. In a sense, it’s in their best interest too. Their customer service skills indirectly affect their job security by inviting repeat customers.

I closing, the moral of these stories isn’t in any way to contrast Japanese business practices with American business practices directly; however, these stories do serve to illustrate how the small things can make a huge difference in a customer’s mind. Customer service in Japanese bars is based on hospitality, how can we service the customer?

Could I have walked fifteen feet down the alley to get my own cigarettes? I certainly could have. It would have taken literally no time or effort to do so, but that’s kind of the point. The owner knew that it wouldn’t take much time or effort. And with that simple, effortless gesture he made such a lasting impression that he instantly won me over as a customer. Seven years later and I’ll still gladly go back for a drink if I get the chance.

Created byWriter,  James Allen, james.r.allen2011@gmail.com.

Blog produced by Lisbeth Calandrino.

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Are Your Salespeople Missing in Action?

16 February 2014 Categories: Blog, Customer Service

Sales people must always be on alert for new customers.

The client’s journey begins long before they set foot in a retail store. They are talking with friends, researching products, and looking for testimonials, all before they determine which store to shop. What’s missing? The salesperson.

 

Most stores are  having their salespeople sit around and wait for the client to come into the store.  The customer is in command. This used to work but these days the customer is in control.

 

Why would you want your salesperson to sit around and wait when they can be influencing clients to come into the store? Why are they waiting for the customer to make the decision when they have the opportunity to influence their decision? Why not have them be proactive and go online connecting with the “potential customer?”

 

I know that many business owners are concerned about what their salespeople will say online. Will they insult the customer? Will they be unprofessional? What will be the outcome of their conversation? If this is your concern set some parameters.

But people still buy from people they like and trust. Technology has changed our lives, but it offers the opportunity to for the consumer and salesperson to build their relationship online. The salesperson had to wait until the consumer came into their store to get to know them.  Now they have tremendous opportunities to build important relationships.

If your salespeople could connect with potential customers before they even walk through the door, you would have an advantage over everyone else in the business.

Google (check out this video)  suggests to connect effectively, you must know who your customers are, where they are “hanging out”  and what you’re going to say to them when you find them .

Who knows your customers better than your salespeople?

So it just comes down to what they’ll say. This is a matter of training and policy. Ignoring the potential pitfalls of online communication doesn’t make them go away,it just provides another challenge. A challenge that can be easily managed.   Why not determine the parameters  and dynamics of your salespeople’s conversation? Train them in how to market themselves and the business. This way you can  humanize your marketing, and make your salespeople more attractive to new customers.

The internet is about building relationships; start building yours.

 

These days, a good salesperson has to be a good marketer – there are those of us who think marketing has replaced sales. They must also understand their customer and always be “customer service focused.” Connecting on line is “great” customer service.

 

Social media is not going away nor will customers decide to stop making the Internet their first stop in determining where to shop. The sooner you determine your online policies and how you’re going to have your salespeople connect, the quicker you will increase your customer base.

Lisbeth Calandrino has been doing sales and customer service training for over 20 years. She believes that technology is the key to doing business and salespeople need to be marking and connecting with customers before they come into your place of business. For training or a consultation on the “new selling,” Lisbeth can be reached at Lcalandrino@nycap.rr.com.

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Are You Keeping Your Promises To Your Customers?

03 February 2014 Categories: Blog, Customer Service

I’ve bought a number of valuable items from Brighton, including a belt and a watch with the darling heart symbol. Their products are not cheap; in fact I would say they border on expensive. But with a “lifetime warranty,” so they say, why not buy their products? I can give you at least one reason: they really don’t mean your lifetime, they mean their lifetime.

My belt is worn and I need to replace the band on my watch, so I contacted the company. They guarantee that their products will last and promise to repair them, so this should have been no problem.

But the company said my watch and belt had been discontinued. It could not be repaired.

What happened to the life-time warranty? I don’t remember seeing any disclaimer. I might just as well buy junk or “look alike” Brighton, and discard it when it looks bad. This way I can afford to buy a new one.

Contrast this to a Louis Vuitton satchel I purchase from Bloomingdale’s 20 years ago. It has been repaired so many times I’m embarrassed to send it back. I wasn’t looking for it to be done free; I just wanted it done. I believe the bag cost $250 but I never thought they would continue to repair it. Now that’s a warranty!

Other companies don’t seem to even think about what they’re promising. An offer at a local dry cleaner got me to walk in the door – but their customer service had me walking right back out. Customer service begins when you keep your promises.  (Check out this article on customer service.)

Are you keeping your promises?

The sign in the window said: shirts washed and starched for ninety nine cents if you bring in a piece of dry cleaning. I thought it was a terrific idea so I took two items and drove 9 miles to give it a try. Keep in mind I have a dry cleaner 4 doors down from my house. After driving out of my way, I found out they won’t accept women’s shirts because they don’t fit the ironing machine. Is this my fault? The sign has been in the window for seven years. Am I the only one to complain?

What are your promises to your customers? Do you stand by your products, willing to repair them forever? You don’t have to offer free repairs, but what are you saying about your product if you abandon the customer who wants to keep using it? All I want is a guarantee that you’re going to be there to talk with me and give me guidance.

My car is a 1998 two-door Lexus with 198,000 miles. When I take it in, no one says it’s too old to be repaired. Is a car different? I think from now on I should ask, how long before you stop talking to me?

Customers don’t want everything for free. We just want to know that someone will stand behind their purchase and at least talk with them if there’s a problem.

Maybe I have unrealistic expectations. But before I buy something “pricey” with a lifetime warranty, I’m going to ask, “Whose lifetime?”

Lisbeth Calandrino has been providing customer service and sales solutions to businesses for the past twenty years. To have her train or speak at your business, contact her at Lcalandrino@nycap.rr.com or 518.495.5380.

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Customer Service is not about Technology, It’s About Keeping Up With the Customer

23 January 2014 Categories: Blog, Customer Service

It’s not about technology; it’s about the customer and how the customer is getting information.

Yesterday I receive a  call from a floor covering retailer about technology.

“I just can’t keep up with it, he said, I don’t know what to do first!”

This is a common cry from business owners who believe that technology is the key to their existence.  They think if they don’t learn everything about it, their business will fail.

Yes technology is changing every day, but that’s not the problem. The problem is finding your consumer.  The consumer  has  found new friends in cyberspace. Instead of starting their product search in your retail store; they are starting their search online. To  keep your business alive; you must know the following two things:

  1. Who is your primary customer? No, not everyone is a customer. Your customer should be profitable and should want to sing your praises. (This customer is probably a referral.)
  2. Where online does your customer hang out? (Everyone has their favorite places to connect.)

Your customer may still be at the Chamber of Commerce or at the Networking Group, but they are also online. To keep up with your customers, you will need to know their favorite haunts. Why spend all of your days on Facebook chasing down a customer and then realize they’re on LinkedIn?

Google has been writing about the Customer’s Zero Moments of Truth, ZMOT to give us an idea of what’s fueling the customer. Instead of telling us “what technology to use” they are telling us to find our customer. I have linked you to an article I wrote for the Albany Times Union on the ZMOT.

Three ideas from  Google are worth significant attention. When it comes to the customer, Google suggests the following: Here is a video link to ZMOThttp://v1.zeromomentoftruth.com/google-zmot-es.pdf.

  1. Know where your customer hangs out and show up to engage.
  2. Show up often. (Don’t be a stranger or ‘one-hit wonder.’ hit wonder.’
  3. Know what to say when you show up.

If your primary business is B-to-B, then LinkedIn might be the place to show up. What will you show up for? Note the above. Either join a group connected with your industry and the people you want to know. If there isn’t a group, start your own.

If your primary business is retail, check out Facebook, Pinterest and Houzz. If you’re not sure which ones apply to your customers, ask them.

Let’s stop kidding ourselves. Most searches start on-line. Our job is to decide where our customers are on-line and meet them there. This is where the dance begins.  The idea is to get the customer to engage with you so get to know and trust you. Once this happens they will consider going to your retail store.

Today engagement is all about listening to, and talking with the customer. The days of “telling the customer anything” are over.

Lisbeth has been coaching businesses for over 25 years. Her focus is helping businesses use customer service to impact the bottom line. Not sure where to begin? Give Lisbeth a call and share your thoughts. Lcalandrino@nycap.rr.com or 518-495-5380.

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Does Your Customer Service Need Cleaning Up?

01 November 2013 Categories: Blog, Customer Service

Customer service is all that matters.

Lots of things can clutter up your business. One of them is old customer service ideas. The most important thing a business can do for their customers is to stay in front of them.

What are you doing to keep in touch with your past customers. 85% of your business will come from referrals so it’s time to check in with them.

There’s nothing worse than a customer who makes a referral to your competitor because she forgets about you. Yes, it happens more than you think.

 

Lisbeth Calandrino helps businesses build loyal relationships with their customers through customer service and sales training. Call for a free consultation! 518-495-5380.

 

Years ago, my friend was one of the only people without a cell phone. Several of his friends were in the cell phone business, and he promised when the time came, he would consider their services.

So his car broke down one dark night, and he walked to the nearest pay phone! Yes, this was 20 years ago. When the technician showed up from AAA, he asked the technician about his cell phone. The technician raved about the phone and the carrier. Sure enough, the next morning my friend bought the same cell phone. He never even thought about his friends in the cell phone business.

Start with your email lists, those that have been sitting around for years. The ones you haven’t checked, and you don’t know if the people are living or deceased. By the way, sending notes to deceased customers isn’t a good idea; particularity if their spouses are checking their emails. Start cleaning out all the bounced email addresses and the people who have changed jobs just disappeared.

What about your news contacts? Do they still exist or changed jobs? When was the last time you sent them, a news released? Are you still trying to figure out your password for Facebook? When will the fingerprint recognition kick in? It can’t be soon enough.

How is your social media doing? Are some channels working and others not? You know the ones you signed up for and never used?

 

Time to clean out your customer service.

What about all those news feeds you signed up for and never read? They’re just cluttering up your mailbox waiting to get deleted. Get rid of them or read them. I have lots of feeds that seemed like good ideas, and now I don’t know why I wanted them.

What about your customer testimonials? How up-to-date are they? When was the last time you checked your online reputation, is there anything out there that needs tending?Here is an article on managing your on line reputation.

Do you ever look at your own web site? Is everything in order? What about your blog? Do you ever check your stats to see how many visitors you are receiving?

I know Spring is months away, but why not take a look at these things and make some changes now? There will probably be lots of nasty days where you can be making great changes and be ready for Spring.

Happy cleaning!

Lisbeth Calandrino helps businesses built loyal customers through sales and customer service training. She can be reached at Lcalandrino@nycap.rr.com.

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Customer Service: The New Profit Link To Your Business

08 July 2013 Categories: Blog, Customer Service

Join me in the auditorium at SmAlbany as I present, Customer Service: The New Profit Link for Your Business.

It’s time  for SmAlbany 2013. I’m excited again to be speaking at the event. . My topic this year is Customer Service: The New Profit Link for Your Business.

How does customer service become the new link to your business? Because sales in its previous format no longer exists.  We’ve entered into the fourth age—it’s called the age of the consumer. (Great article)

Products are commodities, so they no longer represent a competitive advantage.  In this age, past sources of competitive advantage have been commoditized. In other words, having great products isn’t enough because we don’t have a shortage of great products. Now every company can tap into global factories and global supply chains. Brand, manufacturing, distribution, and IT are all table stakes. And with online reviews, social networks, and mobile web access, it’s easy for your customers to know as much about your products, services, competitors, and pricing as you do.

What can your company do? Being different requires some fast thinking and fast dancing as well as protecting and defining your online reputation.

Join me at 8:30 in the Auditorium and my booth at Table 130—right next to the coffee! Sign up for one of my upcoming seminars and receive a $50.00 discount if you sign up at the show.

Lisbeth Calandrino helps businesses build loyal relationships with their customers through customer service and the ‘new sales’ training. Her book, Red Hot Customer Service can be purchased at her web site, www.lisbethcalandrino.com

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Sell Anything, Anywhere, Anytime—Awesome Customer Service

23 June 2013 Categories: Blog, Customer Service

Are you ready?

Are you ready to sell?

I just finished reading an article titled “Mobility Means Wal-Mart can sell you tooth paste at a bus stop” by Steve Smith. It started me thinking, basically if your business is ‘mobile ready’ you can always be in front of a customer. I was in a restaurant yesterday, and I realized that over half the people were looking at their smart phones. I asked myself, what are they looking at? Customer service means giving the customer what they want, and yes, this is what they want. Customers want to be connected 24/7.

 

I decided to find out so I  approached a dozen or more people, told them I was doing a blog, and asked what they were looking at. Everyone was checking emails, watching videos (that’s a good one for me) and generally looking at their favorite sites. Oh of course, it goes without saying they  were all checking Facebook!

 

If you have a following or are building a following, you want to have a mobile site. It’s no longer a luxury or something for those ‘big companies,’ those of us who want to stay in front of our customer have to be mobile ready.

 

If your business is ‘mobile ready,’ it means just that you’re prepared for business. No longer do we have to wait for consumers to go into their office or home to check for messages. In fact, the consumer’s ‘favorites’ are always in front of them. Every moment is no longer a ‘shoppable’ moment.

 

There is a new book by Chuck Martin, editor of  M-Commerce Daily, called “Mobile Influence.” Basically, the consumer is always ready to shop.

Wal-Mart Canada seems ready to grasp this opportunity of the always-shopping consumer by putting a buy button in an unlikely place — a bus shelter. In partnership with Procter & Gamble, the company launched 50 “mobile stores” in Toronto. Does this mean I can have a ‘buy button’ on my car? Buy my books or buy my book or buy my videos?  It appears that we will never get away from Wal-Mart. The program is being tested in  50 bus shelters in Toronto.

For those of us ‘solopreneurs’, this is a blessing in disguise. You don’t have to be wealthy; you just have to be ‘teckie smart’ or have friends who are. We can sell our wares anytime, anywhere. However, better than that, we are able to stay in touch with our clients at all times.

In my case, you might not need a training video on a Sunday afternoon, but you might be interested in downloading one on  sales if you have a big customer coming in on Monday. Alternatively, you might be thinking how to approach an employee issue on Monday and may be happy to download a quick video.

This is a way to increase your customer base. You just need to be AT—always thinking.

Whether we like it or not, the ways we did business for hundreds of years are disappearing.  If we are to remain competitive, we ‘have to get with the program’ as they say. The program is about staying in front of your customer 24/7 and realizing that there is plenty of business out there.

Get to know your customers before you call them.

Build Your Customer Base Before You Sell Them

I was speaking to a successful barber friend of mine. He has spent thousands of dollars working on a phenomenal business plan and told me he thought if he had given away simple training videos in the beginning, instead of trying to sell strangers,  he would have built his business quicker. He could have collected emails from the customers who signed up for ‘free,’ and he would have had a customer base to market to.

People often ask me, why do you sometimes speak for free? I told them since I speak for a living, if people don’t see me, how will they know if they should hire me? The best way is seeing me in action and then making a decision. People don’t want to spend money foolishly so give them a ‘taste of your business.’

Cold calling is a thing of the past.

Why would you want to cold call?

Social Media Has Made Cold Calling Is A Thing Of The Past

With all the social media outlets, you should have little reason to cold call. You can use your social media to get to know people and their friends.  Remember 80% of your business should be through referrals so if you’re active on line, you should be able to find some connections. Fill up your Facebook pages with quality people who have your same interests and work on your ‘connecting’ skills.

 

Lisbeth helps businesses build loyal relationships and differentiation with their customers. Lisbeth can come to your business and speak to your team or provide you with training videos. Lisbeth will soon be producing on line training videos for your team. She can be reached at www.Lisbethcalandrino.com or Lcalandrino@nycap.rr.com.

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What’s the Real Problem Disney?

01 June 2013 Categories: Blog, Customer Service

Want to get in the front of the Disney lines? Hire a disabled tour guide.

I got quite a laugh when I read that people were buying handicapped stickers so they could cut in the waiting lines at Disney. Are the lines still miles long? The last time I was at Disney the lines to the rides were so long I wanted to cry. Actually, I just wanted to take the crying four-year-old back to the pool. As I recall, Jerrod wasn’t the only one getting, hot and edgy, both the adults were hot and tired. I thought about using the bathroom but knew I would lose my place in line.

Disney who is noted for their magical customer service has hit a snag. They are investigating the people selling the handicapped passes and taking people to the front of the line. Apparently the tour guides are going for $130.00 and hour.

Yes selling handicap passes to get customers to the front of the line isn’t ethical but I think it’s covering up the real problem–unbearably long lines.  The real problem is, why do we have to stand in line for 45 minutes and pretend we like it. I”m sure that many people have complained but Disney hasn’t fixed it. So, the customer has decided to take matters into their own hands–buy bootlegged passes to get in the front of the line. The customer sees a problem so they fix it. Bootleggers see an opportunity, so they create a business. It all goes back to the same problem–the lines are too long.

I believe this is called ‘blaming the customer’ for your inadequate customer service. For anyone who has waited in line for a ride you know what I mean. It’s actually easily fixed, provide free ice cream, have clowns, free water, face painting and anything else to keep people from wanting to slap each other. I suppose you could put in more rides but that might not be feasible.

In a recent study on customer service out of the UK, it seems the  the younger generation that are more willing to tolerate long hold times, perhaps due to a greater capacity for multi-tasking. 49 percent of 16 – 24 year-old are prepared to wait 5 – 10 minutes before hanging up and 30 percent would wait 11 – 20 minutes. Us older folks seem to have a shorter fuse. Maybe it’s because we don’t want to spend our time in lines. Of those aged 55+, only 9 percent would wait 11 – 20 minutes and 22 percent hang up within 5 minutes.

According to the results, men are generally more impatient than women, with a fifth prepared to wait less than 5 minutes (20%) versus only 13% of women. Following a great customer experience, women are more vocal at recommending the company – whereas men would actually use the service more frequently. Another study reports that 43 percent of consumers said long lines will affect their decision to shop a particular retailer in the future — and three percent of those consumers will stop visiting the store. It’s obvious, none of us like lines. Many of the supermarkets are very responsive, if they see more than 5 people in a line they bring in another cashier.

What about lines in at the airline ticket counters. For those of us who travel often, we know it’s a fact of life, and personally, I don’t really notice anymore.

When customers ‘step out of line’ or seem to be causing trouble, it’s likely there’s something wrong with your customer service.

Want to know which lines take the most times and where to go to meet your Disney characters? How about an app that tells you what you need to know.For $13.95 a month you can find the real  wait time at Disney! The app is called Touring Plans and it is updated during the day with information from customers standing in line!  Apparently you can get the information from Disney about the length of the line but the time really depends on how busy the park is.

So what to do when your customer acts up? Ask yourself, is it something we need to better or is the customer just crazy? Even nutty customer should be an audience, you never know, you might learn something for your business. Come on Disney, you can do better than this.

What’s your experience with Disney, love to hear it.

Lisbeth helps businesses build loyal relationships with their customers through customer service training and social media marketing. She can be reached at www.lisbethcalandrino.com

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