From: Pribble, Mary C.
To: Dickerson, Jamie
Subject: Ray Smith

Jamie,

I’m writing this short note to tell you about a real asset; …Ray Smith.

Too often, customer service representatives forget their real job… to serve the customer.

We call, usually in an irate temper, because something just isn’t working. The website, expired coupons on ‘freshly delivered’ product – (the product came today with a ‘sticker’ that expired two months.. or longer.. ago.), etc. I always ask for Ray, not only is he prompt and courteous, but he always takes the time to make things right, and to make sure the customer leaves the phone happier than when s/he called.

Even when ‘there’s nothing he can do’, he does try to empathize.

I am sure you are used to getting memos detailing ‘what went wrong’ in a ‘given’ conversation. I have files full of them. But… I have found it is as important to detail ‘what went right’, otherwise you lose an opportunity. People are expensive… you want to keep the good, improve the mediocre, but trainable and get rid of the bad. Without ‘seeing both sides of the coin’, you never know ‘who’ the good are.

Now… You know. You have ‘at least’ one good one… his name is Ray Smith. And, he is appreciated by your customers for everything he does. Even when ‘There’s nothing I can do. Oh wait, let me try this. ‘

Warmest regards,

Mary Pribble
University of St Thomas – Foodservice

Related posts:

  1. Ray Smith, Customer Service Manager Ray Smith handles escalated customer service calls personally, and manages the Eden Valley Customer Service operation......
  2. “Putting Service Back Into Our Industry” I find there are always quality products everyone can get excited about, customers and staff included, writes Mary Pribble, Operations...
  3. “They Enjoy Bringing Me the Yellow Stickers” "I am saving points to reward my staff in Oct. for dietary workers week" writes this healthcare operator......
  4. Foodservice GS1 US Standards Initiative The momentum behind the GS1 product information standardization initiative creates huge opportunities......
  5. “Foodservice Rewards is What the Name Says” Chef Nick Mueller & Company enthuses about the points he earns buying Hormel and Bunge foodservice products......