Tearing down the Walls to Good Customer Service

Call me a princess, but I had to return or exchange a bunch of damaged or bad quality things in the past two weeks.  From a third try at getting my eyeglass prescription filled correctly to a keratin treatment re-do to a mattress that smelled like mildew (eeww!).  The good news is that all three of those companies redid or replaced the items without much hassle and with decent customer service.  (Thank you, Loft 26, Cohens, and Sleepys!) 

The bad news is that I'm nostalgic for a time when workmanship was excellent and important to begin with.  (Of course, I only HEAR about those times from older relatives or movies on Turner Classics.)

Back to the good news.  Customer service.  We're in a time when consumer goods are a dime a dozen and Miss Manners is rolling over in her grave.  We just don't seem to care as much.  BUT, now with more people out of work, companies can be more discriminating in the workers they hire, and bad employee attitudes may put bad workers at bay.

Danny Meyer, whom I've long respected for his conscientiousness about sustainability as well as creating quality restaurants from Gramercy Tavern and Union Square Cafe to the hot new Shake Shake phenomenon , just added a brand extension to Union Square Hospitality Group all about customer service.  Today on the Wall Street Journal Report he explained how his new HQ -- for Hospitality Quotient -- is new company to help those who are already the best at what they do or make, make their stakeholders even happier with good treatment and good customer service.

In a way, we can also thank social media for influencing this potential trend:  Let's look at what Frank Eliason set out to do with @comcastcares on Twitter.  Knowing people can say and write exactly what they want about a company he and others, like the classic examples of Zappos and Dell, helped inspire them to make good customer service a mandate on the social web. It's all tied together.  The walls are down, companies are bare naked, and even Cohen's Opticals knows I can write something good or bad so maybe, just maybe, companies are erring on the side of better workmanship, better customer-facing employee training and better HQ overall.  And better customer service can actually help stimulate the economy!  I like this post on it from last year: http://www.goodexperience.com/2009/04/on-hospitality-in-a-t.php

Now, there are still the places like Bard Graduate Center, which has ignored my pleas and emails to begin their construction on Saturday mornings later than the 7A start they have had in place for the past weeks.  So, I can take it to my blog, and at least feel I had a place to share my pain...and hope they will remember that the walls between public opinion and good customer service are as thin as the walls between our physical buildings.
ARGH!!

3-D'lemma

I had a reality check the other day when it came to the check at a restaurant. Not the price. The reality check was seeing the check. Sigh. I borrowed a votive from the table next to mine and made a vow to head to Duane Reed for the cheap-o reading glasses. Add that to the pile of things I'll have to keep by the bed, by the remote, by my desk. Maybe I should get three pairs...Oh and one for each purse and backpack since lately my friends (who can't laugh at this post since they know who they are) are asking if I have any they can borrow. I'll make it an even dozen.

So what happens when I have to deal with 3D glasses on top of that?

So far seeing a regular screen without glasses isn't a problem (phew!), but I can envision tons of issues when I invest in a new 3D capable TV. For example, how many pairs will come with a set? Any? I hear they go for $30 - $50 a pop...so how many will I need for when I have company? And speaking of company, what about cozying up for a date, watching TV, and looking...well, NOT CUTE! Are there designer frames? I'm just sayin'.... Let alone can two people actually smooch while wearing 3D glasses if the mood strikes during, say, one of DIRECTV's new 3D shows?

Will networks, like ESPN and their new 3D channel, distribute the glasses, or will Comcast or other providers? Who will brand them? I'm thinking its a new market for branded premiums.

What if someone walks off with your 3-D glasses? Can they be tethered to the TV? Will those little chains that turn eyeglasses into necklaces support 3D goggles? And what about prescription 3D? Can I get them at Lenscrafters?

Will I need to have them just to do most things online, soon? I mean, there's already Club Cooee, a sort of 3-D Second Life meets IM, and its fan page already has about 14,000 fans. And there are a ton more online places and ways to wear your glasses. Or not.

You can try to skip 'em and just cross your eyes with some content, and you kind of get a sense of it like in this YouTube video. I know this should work; there's even a drop down menu for about a dozen ways to watch it, but without those actual glasses, it's just not optimum. And frankly, all those options and trying to cross my eyes just gave me a headache.

Or maybe I just need glasses.