Well Done..Todd

This morning, after exploding my links, I read a post on Seth Godin's blog referencing poor service he received.. buying lobsters.. (WAIT!! don't leave, believe it or not, this is a serious post!!). The point of the post was in reference to how people's behaviours change when they believe someone is, or isn't watching.

It struck a chord with me for a couple of reasons. Yes, still plugging away on that Scorecard from last week, and one of the metrics is a score based on 'Secret Shopper' visits. Secondly, I am about to make a phone call to a district manager (Todd) from a local restaurant chain (no, don't worry it's not Boston Pizza.. ;P ...) regarding an unfortunate situation my family experienced while having dinner last Saturday night.

So what's my point? Simple.. why do companies employ people who are not on their game every second of every day? Disney does it, ferociously. Geek reference #1 - this is the Experience Economy, we (consumers) are looking for Purple Cows. Why do you (owners, managers, executives) tolerate anything but extraordinary, remarkable service?

Seth thinks consumers should carry cameras, I (for the foreseeable future) believe in Secret Shoppers. Why do you (owners, managers, executives) let this happen? WE DON'T TRUST YOU. We trust Home Depot, Wal*Mart, and The SONY Store. What are you (every other company) going to do to change that?

Geek reference #2: In his newest book, Hardball, George Stalk Jr. talks of ways companies can get ahead by looking for simple things consumers take as part of a particular industry. By eliminating that 'thing' (in this case bad, yes - BAD customer service) you can rapidly gain customers from your competitors.

It's pretty simple and cheap, last time I checked, smiles are still free.