RSS Feed   Twitter

Customer Service is Pure Public Relations

January 5th, 2012 Russel

Recently, the Public Relations Society of America (PRSA) asked for submissions on the definition of public relations. After a very spirited debate across Twitter, podcasts, Facebook and various other mediums, they received an unbelievable amount of submissions. With the fast-changing world of engaging technology and sociability, many in the field seem to feel a need for new definitions. Will an internationally accepted definition of public relations come out of this exercise? Of course not, because A) it’s an American organization, and B) you’ll never get consensus. The value is really the engagement and discourse around the topic.

stockfresh 1102581 service sizeS 300x199 Customer Service is Pure Public Relations

What's your definition?

What’s In a Name?

If you look up “Public Relations” on that resource we all know and love, Wikipedia, it has no less than five different definitions. From the European point of view, to the use of technology, to the various disciplines that fall under the public relations umbrella, it certainly supports the perceived need to come up with a clear meaning.

Could the answer be simpler than all that? Where I think we need to focus is more on the actual words: Public Relations, the practice of an organization building long-term relationships with the public (I added “long-term”). This covers everything – technology, people, businesses, etc. And, this is also the heart of customer service.

Are You Being Served?

Wikipedia states that customer service is “the provision of service to customers before, during and after a purchase.” Sounds like a relationship to me. And if you want those customers to stick around and buy that other product or service, it better be a pretty good relationship.

When customers engage with your company, for the first time and every time after, they should feel a level of connection and trust. You solved their problem. You listened to them. You provided them a service/product that made their lives better (perceived or actual). Who are those customers? Whether it’s media relations, B2B, B2C, corporate communications, labour relations or a guest in your restaurant, it’s about defining who your customers are, providing something they want, and building a relationship that will last.

Blurry Lines

With the rise of social media and importance of public engagement, the defined line between customer service and public relations is becoming more and more blurred. For good reason…to build public relationships, a business needs to service its customers.

Of the 20 most common words submitted for the PRSA definition, “public” was number two and “relationships” was number four. Oddly, “long-term” didn’t make elite status. I do hope it makes the cut, for the customer’s sake.

You Can Write Blogs that Big Business Will Notice

December 31st, 2011 Russel

It’s the end of 2011 and by now you’ve probably been inundated with about a billion Top 10 lists, “best of” lists, “my favourite” lists, “your favourite” lists, “most viewed” lists, and lists about lists. TV, social media, newspapers…it’s hard to escape the “year in review” wave, so if you can’t beat them, join them. (insert sarcastic laughter here).

stockfresh 63072 make yourself heard sizeS 300x199 You Can Write Blogs that Big Business Will Notice

Your mouth doesn't have to be this big to be successful

This list is more about reflection and realization than it is about the year gone by. Since starting this blog, and long before, I’ve heard countless people complain about how bad customer service is getting, how badly they’ve been wronged and that nobody ever listens. Thankfully, you’ve got a lot more power than you know you do. Guest blogging on The Upsell or starting our own online presence allows you to get your message across. Hell, sometimes it even scares the bujesus out of some businesses, big and small. Below are three blogs that got the attention of some pretty significant companies. My secret: I wrote something, people read it, people commented and/or shared it, companies noticed it.

1)   London Drugs: Alone Among the Electronics – One of my first blogs, with this one focusing on staffing levels. A rep from London Drugs commented (since been lost due to a change in commenting platforms) that they had passed it on. The funny part is I ran into that same rep a few months later to find out that I had caused a little worry in their Executive…they’d not been singled out like that in a negative blog and didn’t know how to react. I did get their attention though.

2)   Best Buy: Shhh Listen – I was contacted through a Best Buy rep and told they would fix my issue. The problem is, the issue they fixed actually wasn’t the issue I had. It’s good they’re paying attention and monitoring what’s being said but there’s a difference in “reading” versus “hearing”. I just had to write a follow up blog.

3)   Sears: Customer Service Jekyll & Hyde – My most recent big box store encounter was a case of good in-house customer service vs. bad delivery. This blog resulted in multiple phone calls, Twitter responses and a resolution to my issue. Not bad for a couple hundred words.

The “power of social media” gets thrown around a lot but it really does give a voice to those that didn’t feel like they are being heard. I’m not saying you should rant for ranting’s sake…there’s way too many trolls doing that already (you know who you are). I’m talking about holding businesses accountable in a constructive, critical way, and making sure they stand behind their product. Not in an “insert f-bomb and non-sensical tirade here.” If you’re creative, clear and concerned, you’ll be amazed at how effective you can be. Pick a platform you’re comfortable with and go to town, you could be the next United Airlines Breaks Guitars guy/gal. And you always have the option of guest reviewing here on the Upsell.

Express your concerns, big business is listening.

Bin 4 Burgers – Turning Customer Service Frown Upside Down

December 21st, 2011 Russel
stockfresh 469321 sad and smile sizeS 300x300 Bin 4 Burgers – Turning Customer Service Frown Upside Down

Frown turned 180 Degrees

I live in the small city of Victoria, B.C., and one of the great things of living here is the restaurant culture. When I ever ask someone, “what’s a great place to eat?” rarely, if ever, does anyone suggest a chain. We do have your Kegs, Moxy’s and Milestones but they aren’t top of mind. Variety is a nice thing. In that tradition, a new burger place just opened up: Bin 4 Burger Lounge. I’m nothing if not curious so I decided to go for a visit.

THE ORDER:
On a busy night, my girlfriend and I were seated right away in the middle booth (of three) at the back. The table behind us was seated and the table in front of us was quickly seated after us. So we waited. And we waited. A waitress walked passed us to serve the table behind us with no notice of us. The table in front of us was delivered water. Us? Nothing. 5-10-15-20 minutes pass. Finally, the owner (I knew he was because he wasn’t really following any dress code) came by to ask if we wanted anything to drink. Um, yeah. He quickly apologized, said something about “miscommunication” and took our drink order…he was now our server. The rest of the evening went as it should of in the first place – food, attentiveness, engagement.

THE SERVICE:
Having written this blog for the last 2 years plus, I get a little giddy when I know I’m getting either really good or bad service. It’s like I’m thankful a business has given me something to write about. So in this case, after 5 minutes of being forgotten, I focused on the watch and was curious as to how bad it could get. Well, 20 minutes is pretty bad. So once that was over, my curiosity is to see how the business will turn it around. The owner did. It’s too bad it was the owner that had to step up rather than the staff but I’ll be honest, as a customer, I don’t care who it is as long as I leave happy. And you know what, I did. Dan, one of the owners, introduced himself at the end of the evening and apologized for what had come before. Bad things happen. Miscommunication happens. But what a customer wants is for the bad service to be acknowledge and then see how it’s rectified.

THE CONCLUSION:
spork21 Bin 4 Burgers – Turning Customer Service Frown Upside Downspork21 Bin 4 Burgers – Turning Customer Service Frown Upside Downspork21 Bin 4 Burgers – Turning Customer Service Frown Upside Down2nd Date – I’ll give you a second chance. It started bad and ended swell. This was not a date I wanted to be one but I stuck it out and was pleasantly surprised. I’m curious to see how a second date with Bin 4 Burgers goes. To be continued…

Full disclosure: One of my close friends, Tamara, did the branding and interior design. She’s pretty kickass. Her website: Inhabit Designs.

Service Rating System:

Friend Zone – I just don’t like you in “that way.”
Booty Call - If I don’t have anything else better going on, I’ll stop by.
2nd Date – I’ll give you a second chance.
Going steady – This could be the beginning of something major.

Bin 4 Burgers – Turning Customer Service Frown Upside Down

Customer Service Through Telepathy – A Guest Post

November 11th, 2011 Russel

Customer service is an easy topic of conversation. Everyone has an opinion…of course it seems there’s more to complain about than praise. Many I’ve spoken with have stories to tell and, finally, one of them I’ve heard from for a while decided to step up and share hers. Below, a guest post from Ranjit Sundur.

So, I’ve often talked about guest-blogging for The Upsell, but never really got around to it. Ok, well, the truth is that once I vent about the issue, I forget about it. I tend to over promise and under deliver, and I’m also a hypocrite because that is my biggest pet peeve when it comes to customer service.

telepathy headache 295x300 Customer Service Through Telepathy A Guest Post

I'm mind reading bad customer service

Well, I’m finally writing a post, but it’s not about my #1 pet peeve –I’ll save that for another entry.

Today, I’m writing this while I’m still steaming about another issue that irks me –communicating by osmosis. I’m not a mind reader, tell me the information you know I should know.

I went to my regular pharmacy at Save-On Pharmacy at Highgate in Burnaby. I dropped off my prescription, and noted that it’s not new to me as I’ve had samples from my doctor, but it is a first-time prescription for the medication. Upon picking it up, I was asked if I wanted a consult with the pharmacist, and I declined and reiterated that I’ve had the medication before. Transaction complete. I head home.

When I got home, I took the prescription out of the packaging and noticed that it’s not all there.

So, I call the pharmacy to inquire. The woman tells me they only fulfill half of new prescriptions. I asked her when, if ever, she was going to communicate that to me considering I told them twice that this was medication I’ve had before (but get that it’s a first-time prescription). She played the silent game and didn’t offer an answer, and instead, I break the silence by saying I’ll be by in an hour to pick up the rest, and we ended the call.

Within minutes, she calls me back to tell me they don’t have it in stock and that it’d take 24 hours to fill! So, someone tell me what’s going on here. I accused (yes, I was not pleasant) her of lying about fulfilling new prescriptions, in complete. If they didn’t have it all in-stock, it would’ve been professional and appropriate to communicate that to me.

I had her transfer the remainder of my prescription to Shopper’s Drug Mart next door. When I called Shoppers to let them know of the transfer, and asked what I needed to do to in the process, the Shoppers’s rep offered to call Save-On to ensure my prescription was fulfilled within an hour. We’re off to a great start…

Is Ranjit over reacting? Did the pharmacy have a duty to be more informative? Share your comments and experiences…it might help with Rani’s anger.

Customer Service Through Telepathy A Guest Post

Sears: Did Their Customer Service Deliver?

October 2nd, 2011 Russel

I recently had a mixed experience with Sears. (Here’s the blog) What started out amazing in their store failed miserably once it was left in the hands of their delivery customer service. As I’ve come to learn from writing this blog, the best way to share constructive criticism is through a blog. So far, I’ve gotten the attention of London Drugs, Best Buy, local bakery Bubby Rose and now Sears. Soon after my original post, I was contacted by not only “Lizzie”, who operates their Twitter account, but also the local Sears Home manager who had been contacted by executive. Ah, the beauty of social media.

Sears Tweet Sears: Did Their Customer Service Deliver?

A promise kept?

THE ORDER:
I was first contacted by Nancy Smith with the executive office, who asked if she could help resolve my issue and asked for my phone number. I responded, “I’d like to see what you can do to help” and included the number. Never heard from Nancy again. Bye, Nancy. I barely knew ye. But I was then contacted by Margaret Ramsay, who store manages the Victoria location of Sears Home (where my little adventure all began). When I say contacted, I mean two phone calls and an email. I was unavailable so they certainly were making a point of trying to contact me. When I was able to contact Sears, it was the weekend so I was directed the (mattress) department manager Hector, who invited me to the store to remedy my mattress problem. (Recap: last I’d heard, the mattress I’d purchased from Sears wasn’t  coming and they didn’t know when it might show up.) Upon my arrival, I was offered an option of two other mattresses that were similar or better than the one I’d initially chosen. After rolling around the two options, I chose what I wanted. They also honoured the “free gift” you get with buying a Sears product (I’d initially bought a Sears mattress and this one wasn’t). After a bit of waiting to get the issue ironed out through paperwork, I worked out the time/day for delivery. A week later, the mattress arrived as agreed upon.

THE SERVICE:
Though I never actually talked to Nancy or Margaret, my experience with Hector was great. Though I did get the feeling this wasn’t the first (2nd, 3rd, 4th or 5th) time they’ve had problems with delivery customer service. When I arrived at Sears Home, I was reassured that the mattresses were IN the Victoria warehouse, and not back east. Interesting point to make as I’d only complained about the delivery service…not knowing where the issue was. Mental note made. So the in-store service was great but then again it was great the first time too. How about the delivery? Well, they did show up. Can I say they were friendly, accommodating and service-oriented? Nope. My girlfriend accepted the delivery and told me they barely even acknowledged her. But in this case, I was more interested in getting what I bought, less about service with a smile…or a smirk.

THE CONCLUSION:
spork21 Sears: Did Their Customer Service Deliver?spork21 Sears: Did Their Customer Service Deliver?spork21 Sears: Did Their Customer Service Deliver?2nd Date – I’ll give you a second chance. The big question, “will I go on another date with Sears?”…Yes. Their service in-store was exceptional but it had got to the point where I wasn’t going to go to them based on their service. After I wrote that last blog, I’ve never had so many people, either over social media or in person, tell me they’ve had as bad or worse when it comes to Sears delivery. This certainly sounds like an ongoing issue to be addressed. But I can only speak for myself, and they did fix my problem. That’s worth a second chance.

Service Rating System:
Friend Zone - I just don’t like you in “that way.”
Booty Call - If I don’t have anything else better going on, I’ll stop by.
2nd Date – I’ll give you a second chance.
Going steady – This could be the beginning of something major.

Sears: Did Their Customer Service Deliver?

The Apple Store: A Customer Service Tornado

September 27th, 2011 Russel

I only had my iPad2 for a few months when the camera failed. Software problem? Hardware issue? I have no idea, I’m not a tech geek. But when it came time to get it looked at, neither Future Shop (sorry, not under our warranty) or Simply Computing (sorry, here’s a number for you) could help me. So what’s an “island boy with no Apple Store access” to do? Go to the mainland. Did you think I was going to call and mail it to Apple? I don’t care how good the customer service may be, that’s never a fun experience.

tornado The Apple Store: A Customer Service Tornado

No houses were harmed in this exchange

THE ORDER:
At Richmond Centre in B.C. was where I found the most geographically convenient Apple Store. The place had just opened so it was only half packed with people. I had never used their Genius Bar before but I knew that’s where I needed to be, but before I could get within 10 feet of the counter, a small member of the Apple staff stopped me, asked if they could help me and if I had an appointment. I’m not really that organized so I didn’t even think to get an appointment, however, she took down my name and set me up with a place to wait. Not too long later, a “genius” came by, tested my iPad2, found the problem (which was a hardware one), gave me a new iPad and sent me on my way.

THE SERVICE:
I have to say, this was pretty top notch service. After I was quickly acknowledged by the administrator (?), and we determined A) the nature of my problem, B) I didn’t have an appointment and C) was in a hurry because I had to catch a ferry, things fell into place quickly. She recommended I put myself on the wait list anyway and she would see what she could do. Moments later, and I really do mean moments, a staff member was there to help me out. He told me he understood I was in a hurry and that my problem was probably a quick solve. Within the next 15 minutes, he talked to me, tested my iPad for software issues, explained the problem and got me a new device. He barely took up my time and I barely took up his but at no time did it feel like I was being rushed (even though he knew I was in a rush). I now have a new iPad2 and a new appreciation for customer service at the Apple Store.

THE CONCLUSION:
spork21 The Apple Store: A Customer Service Tornadospork21 The Apple Store: A Customer Service Tornadospork21 The Apple Store: A Customer Service Tornadospork21 The Apple Store: A Customer Service TornadoGoing steady – This could be the beginning of something major. A whirlwind of a first date. I don’t remember much but I had a good time, you were attentive and I left satisfied. In a good way.

Service Rating System:
Friend Zone - I just don’t like you in “that way.”
Booty Call - If I don’t have anything else better going on, I’ll stop by.
2nd Date – I’ll give you a second chance.
Going steady – This could be the beginning of something major.

The Apple Store: A Customer Service Tornado

Customer Service Jekyll & Hyde: The Sears Conundrum

September 14th, 2011 Russel

It’s been a while since I’ve done a review. Not that there weren’t experiences I didn’t think were worth sharing…I just wasn’t inspired. Considered me inspired. I’ve had a guest post on The Upsell before but never have I reviewed Sears myself. I recently bought a condo and, since the first thing you do when buying a condo is fill it full of stuff, I was in the market to spend.

drama and comedy 300x240 Customer Service Jekyll & Hyde: The Sears Conundrum

Do You Love Me or Hate Me, Sears?

THE ORDER:
My girlfriend and I decided to check out Sears Home. Not a place I’d ever been to but the products they sell have often been recommended and, what they hell, they had a sale on. We ended up buying not only a washer / dryer set but also a mattress. They even threw in some pillows. I told you we needed stuff. For big ticket items though, it isn’t just an in-store experience, you also have to get what you bought delivered. I’m actually waiting on the delivery as we speak…but we’ll get to that.

THE SERVICE:
To really get an understanding for this customer service experience, I need to break it into two reviews.

In-House: From the moment we walked in to the moment we left, we were treated well. From the mattress section where the sales person would pop in and out of our decision making to answer questions and offer advice without hovering to the appliances area where we were engaged on a personal level with one employee and offered constructive advice from another who knew we weren’t going to buy anything. We left having happily bought everything on our list. We even talked about the next time we could come back.

Out-House: We were first informed that the washer/dryer would be delivered with the mattress. Then I was told that unfortunately I wouldn’t be getting the mattress on that particular day…but they couldn’t tell me when it was coming. No idea. How is that possible? Is no one accountable for anything? How do you run a delivery business without knowing when your product is sent to and from places? Are there magical pixies creating my mattress and delivering it by teleportation? At this moment, I not only have no idea when it’s coming but also no idea when they’re going to follow up with me.

I’m a social media guy so where do I go to complain? Twitter. @SearsCA saw my remark, apologized and asked to privately get my email so they could get back to me. Sounds great right? That was 3 days ago. Still nothing. Nice.

Finally, I wait for my washer/dryer to arrive between 5-9pm. I, of my own fault, missed the phone call at 5:55pm that told me they had arrived…by 10 minutes. So I called to ask if they could stop by my place later in the evening as they still were delivering for the next 3 hours. Did the customer service agent say, “sorry, our delivery scheduled is packed tonight and can’t make it” or “unfortunately our deliveries are taking us pretty far and we won’t be able to come by your way again tonight”? Nope. Their answer: “We don’t do that.” What? You don’t put your customer first? Or you don’t want to engage me in conversation and an explanation.

“We don’t do that.” Maybe that’s what I’ll say if someone asks if I shop at Sears.

THE CONCLUSIONS:

In-House:
spork21 Customer Service Jekyll & Hyde: The Sears Conundrumspork21 Customer Service Jekyll & Hyde: The Sears Conundrumspork21 Customer Service Jekyll & Hyde: The Sears Conundrumspork21 Customer Service Jekyll & Hyde: The Sears ConundrumGoing steady – This could be the beginning of something major. For their in-store service, I had amazing conversation, received the right amount of attention, all with a friendly personality. I would love to meet up again…unless…

Out-House:
spork21 Customer Service Jekyll & Hyde: The Sears ConundrumFriend Zone - I just don’t like you in “that way.” …you bring this “friend.” Inappropriate, complete lack of people skills or respect. I have a friend who desperately will hang out anyone. I won’t even give him your number.


Service Rating System:
Friend Zone - I just don’t like you in “that way.”
Booty Call - If I don’t have anything else better going on, I’ll stop by.
2nd Date – I’ll give you a second chance.
Going steady – This could be the beginning of something major.

Customer Service Jekyll & Hyde: The Sears Conundrum

Your Mission, If You Choose to Accept It: Great Customer Service is Doing What You Promise

August 6th, 2011 Russel

If any one of my friends made a promise to me, and broke it…they probably wouldn’t be my friend for much longer. Whether it be a verbal or written (usually email) contract, there’s something understood in a promise made. It will happen. And if it doesn’t? It’s a betrayal, pure and simple. It might be a big one or a little one but there is that breaking of trust, no matter how slight.

Promise 223x300 Your Mission, If You Choose to Accept It: Great Customer Service is Doing What You Promise

You are what you promise

So what happens when a company doesn’t deliver what they promise? Yep, the exact same thing. Some businesses look at the bottom line or how much foot traffic makes its way through their doors but what it’s really about is relationships. That thing that fuels our connection with friends and family is also what fuels our loyalty to certain companies. So when a promise is not delivered…there’s disappointment, frustration, anger, distrust. Maybe on a different scale but not so different than if your best friend had done the same.

So as a business, what are you promising your customers? The answer: your mission statement. That, hopefully short, paragraph that sums up what you will deliver everyday. It’s a promise to your customers, it’s a promise to your staff and it’s a promise to yourself.  Starbucks Mission Statement: to inspire and nurture the human spirit – one person, one cup and one neighborhood at a time.  Followed up by some principles on how they achieve this.

I love the fact that it’s right there on their website for all to see. It’s like saying, “this is what we promise and we’re going to stand by it. Call us on it if we don’t meet your expectations.” (FYI – I don’t work for or am in any way associated with Starbucks)

The secret to providing great customer service is fulfilling your promise. And the trick to that is not making it a secret. Put it on your website, in your store, on a t-shirt…build those relationships and that trust and your customers will thank you for it. With their wallets.

Your Mission, If You Choose to Accept It: Great Customer Service is Doing What You Promise

Customer Service Carpe Diem! – Look for Opportunities to Engage

July 5th, 2011 Russel

“It’s not my job.” “They’re not in my section.” “I don’t know.” “They’re not going to buy anything.” – Ever hear one of these excuses from your staff or from a business you’re trying to work with? It should never be about what you can’t do, but rather what you can do.

Customer Service Carpe Diem! – Take every opportunity, every day, to make your customers and potential customers happy.

carpe diem 300x200 Customer Service Carpe Diem! – Look for Opportunities to Engage If it worked for Robin Williams in Dead Poet’s Society, it can work for your business. It could be something small – A coffee shop owner smiling at a student doing homework, a mechanic suggesting a fuel efficiency tip or a theatre manager mentioning a movie coming soon. These aren’t hard. These aren’t bits of knowledge you don’t have or effort you can’t make. It’s amazing how much these little touches mean to customers and help to build personal relationships between your business and them. Customers return to businesses they care about so you should take any chance to care about them first.

I recently sat in a pub…where I sat…and sat some more. Not one waitress or bartender came by to say hello, take my order or to inform me that my server wasn’t on shift yet. Did they see me? Of course they did. I made eye contact with 3 separate staff members but not one acknowledged my existence. Thankfully I don’t rely on bar staff for my self esteem. Any one of them could have taken a drink order, dropped off menus, or asked if I needed anything. Hell, any one of them could have smiled. Opportunity, wasted.

Now as to those statements I led with…

  • It’s not my job – Either find someone who’s job it is or help as best you can.  You’re reflecting the entire company and this attitude is another way of saying “your company can’t be bothered.” A customer doesn’t care if it’s your job or not, they just want help
  • They’re not in my section. – You all work for the same company. Engaging here may leave such a great impression that they ask for you next time.
  • I don’t know. – You’re not expected to know everything, but you are expected to go find out. It’ll make you more knowledgeable and it’ll make the customer know you care.
  • They’re not going to buy anything. – Sure, they might not…this time. But a great impression will either put you to the top of the list of places to buy from or inspire them to tell everyone they know to visit your business.

If you want to be a successful business, large or small, it’s important to look for any moment you can find to engage. I’m not suggesting you smother them with kindness (we have moms for that) but rather add value to the experience. Little extra effort, big impact. Your cash register will thank you for it.

Customer Service Carpe Diem! – Look for Opportunities to Engage

LifeLabs on Customer Service Life Support

May 31st, 2011 Russel

We all get to a point in our lives where health moves up the list of priorities. I remember getting what I thought was a full physical when I was in my early 30s, only to be told by the doctor that certain uncomfortable procedures weren’t done until I was 40 (like how non-specific I’m being?). Well, despite my efforts to the contrary, that seems to be the age I’m approaching and that means fun things like blood tests and organizations like LifeLabs Medical Laboratory Services.

THE ORDER:

nurse with needle 200x300 LifeLabs on Customer Service Life Support

This was as fun as it got

After a brief visit to a local doctor, I was directed to LifeLabs, a biomedical facility in British Columbia. I’m sure there are places much like this across North America – a doctor’s office-looking facility that takes your blood, checks your vitals and sends the results off to your physician. I stopped in to the office at 11:30am expecting a long line but found that I was the only one there. The receptionist/nurse/one-woman-show took my information and immediately directed me to the “blood room” (that’s not really the room’s name, but that’s what they focus on in there). It didn’t take long before I was directed to an EMG test room. I don’t know what it is anymore than I did before I went in the room but the seven wires attached to various parts of my body were a nice surprise. A few moments later, a shirt put back on and I’m out the door – LifeLabs done.

THE SERVICE:
I guess what would be important is how you define “service.” Was I in and out in a timely manner? Yes. Did I feel the job was done adequately and professionally? Yes. Was there any human connection or feeling that I wasn’t cattle being pushed through a factory? Um, no. From the moment I walked in, the nurse didn’t make any eye contact with me whatsoever, nor did she make me feel comfortable in what is a pretty uncomfortable environment. I was dealing with sharp things (needles) and leaving a part of me I’d grown quite fond of (my blood). She even looked at the clock the moment I arrived….I do so love to feel wanted. Once directed to the 1st room and rushed through a bloodletting, she muttered something at me and left the room. I think she wanted me to follow her but I couldn’t tell if she was talking to me, at me or at the wall. My only hint was when she returned to give me the “Well?” look.  My response at the awkward experience was humour (I can be charming dammit) which did crack her stern facade but didn’t inspire her to comment or even connect with me.  Tough crowd.

THE CONCLUSION:
spork21 LifeLabs on Customer Service Life Supportspork21 LifeLabs on Customer Service Life SupportBooty Call - If I don’t have anything else better going on, I’ll stop by. I left with a little less blood in my system and lot more desire for a relationship that mattered. I’d give you a lower rating but I have a feeling I’m going to need you in my life again. Might as well leave the door open.

Service Rating System:

Friend Zone - I just don’t like you in “that way.”
Booty Call - If I don’t have anything else better going on, I’ll stop by
2nd Date – I’ll give you a second chance.
Going steady – This could be the beginning of something major.

LifeLabs on Customer Service Life Support
« Older Entries
Powered by WordPress | Designed by: Premium WordPress Themes | Thanks to Themes Gallery, Bromoney and Wordpress Themes