Rude People
November 20th, 2006
I caught a segment on the Today show this morning about rude people. Not only did they focus on rude people — like loud cell phone talkers and such — but they also cited specific rude things companies do. My personal favorite is the guy who couldn’t get AOL to cancel his account. (Here is published detail of the conversation.)
I believe that kindness in business is one of the keys to creating advocates. Here are a couple examples of kindness I’ve heard or witnessed lately:
1. We have a client who has a chain of building supply stores. They sell building materials to the contracting business. They don’t charge their clients when the purchase is really small (I believe the number is under $10). It’s their way of saying thanks to their regulars. And it also helps them save money by not having to do the invoicing/accounting on such a small amount.
2. Publix is kind company. And it seems to be paying off. I’m not sure how they do this but I think they empower their employees to do random acts of kindness all day long. It is amazing really. From the guy in produce who tears open a bulk bag to get a customer a single onion. To the deli guy who gives the first slice off the cutter to his customer to enjoy. I think the karma they create makes the store experience better. I once saw a lady go out of her way to welcome newcomers by telling them places to go and things to do in town. Go to any Publix and I bet if you keep your eyes open you’ll witness an act of kindness.
So, I have an idea. Share you stories with me. Let’s create a little space right here to share stories of company kindness.
Other posts by Robbin.
Vince says:
Wegmans Food Markets (wegmans.com) does this sort of thing. Their moddo is, “Employees first, customer’s second.” Because they believe that happy employees will lead to happy customers. And, it’s worked. Wegmans has been in the Fortune top 10 companies to work for, for a number of years now. And last year, they were number one. They’re are continually growing down the eastern coastline, and every new store they open is met with excitement from the public. I have worked for them for a long time (not anymore), and it was a very interesting and different company to work for. I worked both in the stores, and in the corporate offices. From the top down, Wegmans is a very kind company. I think that a lot of other companies could learn from them.
November 20th, 2006 at 4:09 pmRobbin says:
Thanks Vince. I remembered another example last night. A group of us had the chance a couple of weeks ago to meet some folks from Jason’s Deli and as the group was gathering I was struck by the way they greeted one another. In fact the founder of the company embraced everyone when he entered. It was an delightful and very kind thing to see.
November 21st, 2006 at 5:46 amJean says:
In the midst of an (endless) home renovation project, the glass globe of a new light got broken. I e-mailed the company (Good Earth Lighting) to ask if I could possibly order just that glass piece directly from them–I didn’t think I’d be able to get a generic replacement that would fit. A customer service rep promptly e-mailed back and said the company would send the piece at no charge, because “that glass is heavy and can slip out of your hands”. They even FedExed the piece at their expense! I was amazed, and vowed to tell others what a nice company Good Earth Lighting is, and how responsive (and unexpectedly kind) they are to customers. Let there be light!
November 21st, 2006 at 6:58 amMay says:
In ‘n Out is an incredible company. Yes, their prices are low, their burgers tasty treats. But it’s more than that. One time I forgot my wallet, and as I turned away to say ‘nevermind, I’ve forgotten my wallett I’ve got to go home and get it…” they offered me my meal free. Also, if something isn’t right (fries burned, order wrong…) and you tell them they will give you a coupon for a free meal (any drink, burger, and fries), and they’ll call you in a few weeks to make sure that your return visit went well.
Needless to say it’s the ONLY burger place we frequent.
November 21st, 2006 at 8:07 amMichelle says:
Providence Hospital was an example of kindness and compassion when we had a death in the family. They went out of the way to be supportive and kind at every level and kept in touch for a year afterward, checking in to see how they might be of service. I was impressed and touched.
November 23rd, 2006 at 8:29 pmBarry A. Smith says:
It’s incredible to hear stories of companies who are intentional about being courteous. This is often referred to as going the extra mile. Which is in many ways ironic, for why is it considered “extra?” I don’t always model this well myself, but the world might be a better place if we conducted ourselves similarly on a personal basis with those we come in contact with daily. Think of the times you (I) have been angry at someone who “cut you off in traffic” - when surely we have all done the same (by accident of couse). Fill in the blank in terms of other personal transactions which could be inproved by intentional courtesy. This shouldn’t be difficult, but does require intentionality. Hope I didn’t take this too far off subject, but I find it refreshing when people give other people the benefit of the doubt just as companies described in this post. Good karma (and modeled by Christ.
November 25th, 2006 at 8:16 amKevin Hillstrom says:
My wife owned a Fellowes shredder for maybe five years. One day, it stopped working. She ordered a part from Fellowes, only to find that the part did not fix the problem. She sent the company an e-mail, asking where to return the part. The company chose to send my wife a new shredder, for free, because my wife went to the significant effort to fix the shredder herself.
I doubt we’ll ever purchase a shredder from anybody else again.
November 26th, 2006 at 10:11 pmJenna says:
I love Publix because of their employees. The same ladies have worked at “my store” since we moved here 4-1/2 years ago. They are patient with my kids & friendly with me.
Whole Foods is also winning big brownie points in my book. The employees really go out of their way to find the product I am looking for. I love that you can buy a small portion of cheese (an ounce of blue cheese for example). Yesterday, I commented on how gross it was to clean out the gizzard-gunk from the middle of the fresh organic turkey & the meat-counter-lady said, “Oh, we will do that for you if you want & rub oil under the skin, too!”
One more Hooray! for Zaxby’s. I left my wallet home & realized it right as I reached the window. The worker said, “Don’t worry! Here’s the food. Just bring the money in later!”
Good customer service wins loyalty from me.
November 30th, 2006 at 7:48 pmFI Chris says:
Hey! That was my Publix onion! The best part: in response to him opening the bag, I said, “I didn’t know that was allowed.” He replied, “At Publix, you can do anything.” Talk about service!
December 4th, 2006 at 9:42 amexpatraveler says:
Those are wonderful examples, but I’d also like to know great comebacks for dealing with rude customers…
Thankful and thoughtless are what the majority are..
January 23rd, 2008 at 8:23 am