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Published May 14, 2009 in blogs Have you bought anything from Zappos.com? I ordered the book on their culture a day ago, and today I got an email that they upgraded my shipping! Wow #1. I was then reading an article on Zappos in INC magazine. The reporter said you can just call them up when you are in Las Vegas and they will come to your hotel to pick you up, and give you a tour of their warehouse and offices. Nahh, that can't be true. So I went to their website, and clicked live chat. Got Marissa-A real person. She said yes, it was true, and gave me the email, phone number, and hours of the tours... She was not even in a rush to end our conversation. What a company.... 75% of their sales are from return customers. How about your business? |
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Make more money-Get this book |
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Published April 28, 2009 in blogs If you are serious about making more money in your business, then GET THIS BOOK: Making Money is not Illegal, Immoral, or Fattening. Go to Amazon to find out more about it: http://tinyurl.com/ArtFreedman |
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Published April 16, 2009 in blogs I was in Black Bear Diner today for lunch. Good food, reasonable prices. But what set today apart was that the server "Trusted" me. I ordered a small pie to go. When she came to the table with the box, she let me know that they did not have any in the to go container, and she was giving me one in their actual dish, because she trusted me to bring it back. Now that is good service..I will go back, to return the dish, and while I am there, I might as well have lunch again.... |
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What you measure and expect, you will get |
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Published in blogs on April 14, 2009 One of my clients does not enforce a store cleaning procedure. So it was no surprise when I went into the store and it was a mess. Whatever the standards you accept, is what you will get. If you expect your store to be spotless every morning, and there are consequences if it is not, then that is what you will get. If you want a clean store, you have to expect a clean store. This goes with any standards: attendance, dress code, etc. The store is a result of your expectations. The responsibility falls with no one else. |
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Published February 21, 2009 in blogs. Are your cashiers creating LOYAL FANS? Two recent shopping experiences, both different. One store I went into, LONGS DRUGS, the cashier was quiet, showed no emotion, and the first thing they said to me was, "Total is 11.72." They actually thanked me at the end of the purchase, but still, no emotion. Second cashier, at a SAFEWAY store, was friendly, was in the spirit of joking with me, and made it a good experience. I would much rather shop somewhere that has fun, interactive cashiers. |
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Why can't companies get a clue? |
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Published February 1, 2009 in blogs Wow, it has been a while since I wrote. But I have had so many inadequate experiences, it would take months to write about them all. But here's one: 1-A local yogurt shop discontinues my favorite flavor-Peanut Butter, because no one was buying it because of the peanut butter scare. Okay, I can live with that, but this week, they ran out of almonds, my favorite topping. What's the big deal you say? Well, when you have a top seller, you would think a business would stay on top of it, and keep them in stock. It would be like a hardware store running out of a KW1 or SC1 key blank. It should just NEVER happen. On the good side: I went into my local Longs Drugs to pick up an RX. As I walked up to the window, the lady (Eileen) asked, "Will that be a pick-up for Freedman?" I was astounded she remembered my name. She said she had waited on me a few times. Wow, and for someone that was in her 80's, that is pretty darn good. The difference between the two: One place was thinking about the customer, the other, was thinking about keeping inventory low. Which one do you want to be? |
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Published November 24, 2008 in Blogs Went to Sprinkles Cupcakes in Palo Alto, Ca this past weekend. If you have not had their cupcakes, they are to die for.....
Anyway, we ordered 18, and to my surprise when we got home, we only had 16. We were shorted two; we did not eat them.
I sent an email off to the company (had to go through a third party business site to find an email, since none were listed on their site). Within an hour I had a reply back, and a coupon code for a free dozen on my next trip.
They WOW'D me, and exceeded what I had expected. |
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Circuit City biting the dust |
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Published November 11, 2008 in Blogs Well, another one of my most hated companies is biting the dust. Circuit City not only announced the closing of 155 stores, they filed Chapter 11 bankruptcy. I am not surprised. As a recent article stated, it was not the economy, it was poor management. I agree. They ticked me off about three months ago when I had to have a car stereo repaired under warranty. Their "Customer Service Manager" did everything she could do to NOT provide Customer Service. From that day on, I swore my family would never shop at Circuit City. Stores are quite often their own worst enemy. Who is your worst enemy? Hopefully, not you.. |
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Published November 1, 2008 in Blogs I am testing a new blog format here----- Please let me know what you think... |
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Published October 26, 2008 in Blogs I went in to Bed Bath and Beyond to use one of the millions of 20% off coupons they mail out. I was greeted by the cashier immediately upon entering. Once I passed the checkouts, another person asked if I needed help finding anything. I told them what I was looking for, they showed me where it was, and offered to call someone over to the area. I declined. As I walked to the gadget area, Leanthony, one of the managers, greeted me, and I was astounded. I told him so. While I was walking from one end of the gadget area to the other, another employee asked if I needed help finding anything. Then, when I got to the checkout area, the cashiers were out in front of the checkstands, ready to help customers. I was immediately greeted by a cashier, who pointed to her register, and quickly checked me out. Was superb service. My daughter, who was with me, said the service was because of the lousy economy. Who cares what the reason is-if they continually provide that kind of service, they will do well. And they weren't the ones to go chapter 7! Now is not the time to cut back on service, now IS the time to improve it.. |
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