We all know that organizations fire people, but as we say in Outstanding!, people fire organizations.
Recently, while conducting a “Be Outstanding!” day of training with a senior management team representing a well-known appliance manufacturer, I asked them to each identify an organization they’ve fired; that is, one they will never do business with again—and why. Every single person in the room had an example. Here are some:
- Car dealer: Pushy salesperson using 1970’s strong arm closing tactics.
- Hair salon: Stylist left chemicals in client’s hair too long while on cell phone. Hair had to be cut off!
- Wireless carrier: Billed customer three times after payment made.
- Fast food: Manager and assistant manager using foul language at counter.
- Barber: New owner disregarded customer’s longtime loyalty, insisting he make an appointment.
- Satellite TV: Complete and total apathy on phone regarding customer problem.
- Doctor: Arrogance and haste, resulting in misdiagnosis of a child’s illness (not life-threatening).
- Golf course: Comment made by employee that felt insulting to member.
- Auto body shop: Overcharged … didn’t stay within the estimate.
- Gas station: Cheap gas advertised outside but the price could only be obtained by paying inside—and maybe buying mints, coffee, and a newspaper.
- Health club: Messy, dirty.
- Tailor: Cold personality, condescending tone. Never greets customer.
I shared an example, too. I’ve fired a post office.
Where we live 15 miles northeast of Denver, Colorado, I can choose between four PO’s to use. That’s right—four. Some, of course, are closer than others. They are 9 miles south, 7 miles northwest, 5 miles west, and 10 miles north. And that northern one has a built-in logistical advantage for the Millers: It is only blocks from the school we take our kids to and pick them up from five days per week, thirty-six weeks per year, year in and year out. How convenient!
But I will never go back.
Why? Well, it’s hard to pinpoint, but let me try. Slow. Apathetic. Solemn. Lethargic.
Did I mention S-L-O-W???
I’ve felt this way for a long time, but a couple years ago I decided to risk it again on a Saturday. I had to get some books shipped that weekend and with other errands to run in town, I thought, Well, I’ll give the Brighton, Colorado P.O. another shot. How magnanimous of me!
And this I what I saw:
Never. Again.Continue Reading