Help Wanted, Help Found

Customer Service WANTED: Valparaiso Starbucks

2019-09-06T05:35:00.006-07:00

I am not cool enough to work at Starbucks, but I love them anyway! Starbucks is my longest relationship to date...we've been making each other feel good for almost thirty years. My first Starbucks mocha happened when I was looking for my first Chicago apartment. Walking the city streets in the Gold Coast, sipping this weirdly wonderful mix of coffee and hot chocolate and feeling dirt blow against my legs is forever ingrained in my soul. I applied to work there when I was at my coolest; a Chicago actress with an Oprah commercial under my belt. I'd heard they offered even part time employees health insurance, and I wanted in! I didn't even get an interview, but I kept sipping that precious brew all my life. One of the best things about Starbucks is the people they employ: edgy, warm and friendly. People uniquely interested in making YOUR day with their products.

I was delighted almost every time I drove through the Starbucks drive thru. I bring my own cup to cut down on trash and help the environment. Using my own travel mug also keeps the coffee hotter longer and I like the aesthetics of the personal mug. Starbucks gives me a tiny .10 discount for this(although if it was bigger, even .25, more people would take advantage of it yielding more impact.). Last year Starbucks stopped using preservatives and artificial everything! GLORIOUS. Then of course the app for my cell phone earns me free stuff even though I am not a daily consumer. I pre-spend money at Starbucks through the app's 'card' and love it.

Today, I was sad and disappointed. The lady in the drive thru was obviously not enjoying her day. I even tried to encourage her but she closed the window quickly. Where they in the midst of a robbery or something terrible? I'm not sure she even smiled, let alone offered the witty exchanges I am accustomed to from Starbucks employees. This sadness piled on top of the signs apologizing for having limited availability of their regular food items pasted inside and outside most stores. I Googled the details in my disgruntled mood and saw it is a union conflict you can read more about here. I'd like to see Starbucks use their power to change this situation for good and help Union workers get paid better.

Then...my coffee was tepid! FULL STOP. I tested my husband's cup; also tepid. I tried to call the store but then thought better of it. How could I both complain and encourage them to enjoy this morning? How could I effectively share that when I stop at a Starbucks I am buying more than coffee? I don't need their coffee. I no longer order foofy drinks, I order black Pikes Place. I grind my own Starbucks beans at home and steep them in a french press. I go to Starbucks to feel good. I go to feel more hopeful about my day, to smile and interact with a human even briefly. Starbucks is a step above every other quick service restaurant. I pay more because I expect more. I pay for that 'other place' experience. If the employees aren't soaked in that part of the Starbucks mission, if they don't choose every day to enjoy and be grateful for their job, then I feel shorted.

I have trained folks in customer service, on phone skills, in sales from apartments to production music to used cars. A smile is only the starting point. A smile every time, every customer. Even my past with McDonald's started there. Starbucks should be much, much better, and usually they are. This morning makes me sad for that woman at the drive thru window. I wonder what might be going on within that team, with the managers, that they are missing the spark today. Starbucks is the Disneyland of Food service, and I am rooting for them to remember that, to choose to enjoy the work before them, and to give every customer hope and joy...and maybe hot coffee.

Help FOUND! The Personal Touch of Remus Farms in Hobart Indiana

2019-09-05T10:26:00.001-07:00

Enjoy this guest post from Leeann Wright.

Remus Farms is the best "farm stand" around! Their selection of locally sourced produce is amazing. Plus, their policy of "if you're not happy, we're not happy" is fantastic - I followed a thread regarding tomatoes for canning. One gentlemen purchased what appeared to be ripe tomatoes, but when he got them home and started chopping, discovered they were not ripe inside. Remus replaced all the tomatoes purchased - that was awesome!

I went there this past weekend to get tomatoes, onions, and peppers for canning tomato sauce and salsa. I have been going there for several years and still continue to be impressed with the variety of the produce - all at really good prices. What I like most is their efforts to source as much as they can locally. I'm thrilled to see produce from down the street, but also from states close by, such as peaches from Michigan.

"What a treat!

I could have very well managed by myself,

but that personal touch from the

fantastic folks at Remus Farms was so thoughtful and kind. "

This year, canning tomatoes were high on my list and I had a little one in tow. When I arrived, I put my little one in my baby carrier, grabbed a cart, and started browsing. Now, while I'm still new at motherhood, I'm starting to get fairly adept at doing things "one-handed" and managed to get all of my selections into my cart without a problem (which included a bushel of tomatoes). As I went to checkout, an older lady kindly took my cart for me and started to unload at the cashier. The young lady behind the till called for "carryout assistance" and I was escorted to my car by two gentlemen who kindly loaded my bushel of tomatoes and other items into my trunk.

What a treat! I could have very well managed by myself, but that personal touch from the fantastic folks at Remus Farms was so thoughtful and kind. I will continue to make it a point to support their business and refer others who want friendly, thoughtful staff and local produce at great prices!

Visit Remus Farms online to plan your visit and ask questions.

Help Found: Bill's Mobile Auto Detailing in Portage Indiana

2019-07-31T16:20:00.003-07:00

Sometimes you meet someone who is doing exactly what they need to be doing in the world. I love it when this happens! I saw Bill's Mobile Auto Detailing today when I was driving around and I thought he was one of those people.

I haven't actually met Bill.

He might to a horrid job detailing I dunno...but it feels like he is an awesome guy, doing exactly what the world needs him to do. Detailing takes attention to (wait for it....DETAIL) and patience. Hiring someone to detail you car for example, that buys you back precious time in a day. This Bill guy...he takes even better care of folks by being mobile and bringing the business to them. Bill's Mobile Auto Detailing.

I was curious, so I looked Bill up.

I know most people do not take the time to review businesses, but of the 18 people who did review Bill's Mobile Auto Detailing, Good ol Bill got FIVE STARS! Bravo! What great customer service to have a MOBILE Auto Detailing business for cars. I was going to have my car detailed when we first got it, at $50 for a basic it was in my price range . The trouble was, dropping it off for an hour or longer when I have two little kids wasn't easy so I never did it. If someone could come to my home or while I am at work...BRILLIANT!

I chuckled at this post on their webpage :

Posted on Mar 19, 2019

Also specialize in vehicle blood cleanup/ biohazard car decontamination.

What are folks getting up to in Portage???

My only suggestion is that they do before and after pictures instead do just after...so many of us glued to home improvement shows live for the before & afters. Heck, that is how I motivate myself to do big ugly jobs around the house too!

Find them on Facebook and see what YOU think!

Help Found: O'Gara and Wilson, Booksellers

2019-07-05T14:58:00.002-07:00

Screen addiction is a real thing and I sure have it. Even as my daughters get older and more independent, I'm working to keep them off of screens most of the time. We are all in on the library summer reading program and they know the only screen I like saying yes to is for ebooks. Both of my daughters love books, and they just got rewarded for it on a routine visit to the vet! A love of reading can help with screen addiction, and bookstores are a great solution.

Until last week, I did not know there was a used bookstore in Chesterton, Indiana! I have yet to visit the bookstore O'Gara and Wilson, Booksellers, but my daughters and I are already raving fans. One of the owners Jill, stopped us at the veterinarian's office to compliment my daughter Portia who was reading a book. She said "I just love seeing children reading books, and I'd like to give you this card for $5.00 credit at our book store O'Gara and Wilson, Booksellers". We all smiled and said thank you, I took a picture of Portia reading for this post and we all departed. Portia knows mama is right when she says reading can help with screen addiction. Looking for a used bookstore in Chesterton, Indiana? Check out O'Gara and Wilson, Booksellers on Facebook here.

I love books and we go to a Valpo bookstore often for date night or with the kids. Jill's encouraging words and gift was such a delightful surprise. I loved the compliment paid to my daughter for reading. The coupon is is great perk, but also a savvy organic marketing tool...look how excited I am without ever having visited the shop! I cannot wait to get to this bookstore, and I hope all of you lovely readers will visit and tell them you are excited to support O'Gara and Wilson, Booksellers with your families!

Customer Service Matters Only If People Matter

2019-06-30T18:10:00.000-07:00

I've always been fascinated by people, and they are everywhere! It is interesting to watch how we all interact with each other. This is especially true in a customer service environment. Most days all of us have several interactions with people in a customer service industry. This morning alone I bought coffee at the gas station and talked with the pleasant employee then went to church where greeters welcomed me and ushers handed me a bulletin with a smile. I went to ballgame where ticket takers smiled and later I was waited on at dinner in a restaurant. Each interaction shaped my day, and theirs. Or did it?

A grocery store in Chicago let you donate your bag credit to charity!

A friend asked me when I last received EXCELLENT customer service and I had to think awhile. My friend and I often taught sales people at any level that they can choose to be outstanding in their position...or not. Even the person "JUST" making sandwiches can do it with joy and flair that will get them noticed by someone who might offer them a better job.

I enjoy encouraging people to be better, to do better and to live better wherever they are.
I'd love to hear your stories of excellent customer service or it's opposite. Share anonymously or not, I look forward to hearing your experiences and talking about how we could improve the world through excellent service experiences!

Help Found: Kashi Foods

2011-07-15T15:43:00.000-07:00

My dog Steve was decidedly pleased when I got the mail today. This is a picture of him with a Kashi TLC Pita Crisp. We got a WHOLE BOX OF CRACKERS in the mail today!!! Yippee! (Note: some of my friends get free beds, trips, cards and clothes....but I have to say I am pretty stoked with free snack foods! (My caboose isn't this...*ahem*...luxurious from salads y'all!)

I LOVE all things Kashi. We have eaten most every cereal, cracker and cereal bar they put out. We signed up online to get the newsletter and any freebie surprises. I have received free coupons for anything they offer a coupon for, along with four or five additional $1.50 coupons for my friends. I ~~always~~ sometimes share them with my actual friends. Never have I received a whole real full size box in the mail from them. (Perfect with a Three Floyd's beer!) I don't know if they are all that different from their awesome TLC "Tasty Little Cracker" line, but they sure are awesome. Of course, they should come in cheddar.

Kashi offers excellent customer service in both their culture and marketing campaigns. Their website, packaging and branding is very clear in what they are offering and how much they value their customers. For example, I already buy their food and they keep sending me generous coupons. Their products are not only (truly) healthy and made of real food, but they feel friendly too. Can a cracker or cereal feel friendly? You betcha. My pita crackers are a'smilin' at me right now, gotta go eat 'em now...Steve the dog only gets that one. I wonder if I ~~can hide them from~~ should share them with my husband and daughters?

Help WANTED & FOUND: Hormel vs. Tyson Pot Roast

2011-07-09T04:28:00.000-07:00

We do not buy much processed food. I'm a big fan of Michael Pollan's book Food Rules and so we strive to eat real food and cook most of it ourselves. Except when we go for fast food naughtiness too often. (Ahem, I digress.)

At any rate, one night when my brain was scrambled and dinner was NOT going to happen without some help from my husband John, he went to the grocery store for us. John chose a pot roast from the refrigerated section. A POT ROAST! You know, the food item your Grandma makes on Sunday afternoons because it takes hours to do it right? Well this one took a few minutes in the microwave, and was so delicious we scraped our plates and I was a little angry there was not more of it. I was THRILLED, mortified and stunned about how easy it was. Since the ingriedient label wasn't as long, complicated and gross as one might imagine, I decided we would buy this again ~~sometime~~ as soon as possible.

A few days later we were in the grocery store and I was looking for the pot roast. I was a woman on a mission. We got it home and when I cooked it, it didn't smell as good as I remembered and didn't look very appealing. I asked my husband if he'd shredded it or something to make it look so yummy the other time, and he said "Not really". I tried shredding it a bit but it wasn't real tender like I remembered and didn't smell like pot roast in my food fantasies. When I plated it and we sat down to eat I took one bite and was grossed out. It tasted like wet chunk dog food smells. I was mortified. I didn't eat it. I rarely let food sit idle around me, so you must understand this was A BIG DEAL. I was so disappointed. My husband did eat his, but he sure didn't come after my serving. We talked at length and figured it must have been a different brand of pot roast we bought the first time.

I actually got online after dinner and we figured out the pot roast my husband bought was HORMEL Pot roast with au jus. The nasty pot roast that was everything you would expect from a microwavable meat item was Tyson. I'm remembering the difference by the "T" T is for terrible, and the Tyson pot roast was TERRIBLE.

I was so disgruntled I called Tyson ("dinner made easy") to complain. I talked to David on 6/14/11 at 4:19 EST. I asked if they had an au jus version of their pot roast, he said they did not. I explained that we rarely buy processed food but my husband had brought home a packaged roast beef in au jus and we LOVED it and meant to buy it again. I said we bought a Tyson roast which was packaged similarly but was unappealing to look at and was so nasty tasting I didn't even eat, and I am not a girl who misses meals. He asked what exactly was wrong with it. I said it tasted like dog food. Which it did. He thanked me curtly for my feedback and said "I appreciate your feedback and will report it." End of call! No apology, no refund, nada. I guess they aren't just missing quality and flavor, but customer service as well.

I went to the Hormel web site and was pleased to find the right pot roast. I was also happy to read this:

"From microwave to plate in just four minutes and now with no preservatives, Hormel® refrigerated entrees are the centerpiece of a hearty, nutritious family meal! Just combine one of our entrees with your favorite side dish to help build a convenient meal in minutes."

This information made me feel pretty good about using Hormel brand of processed food in a pinch.
I emailed Hormel ("Life better served") through their website right after my Terrible Tyson phone call. Here it is:

"I LOOOOVED your beef roast, we rarely buy packaged food and my husband bought this. Meant to buy it AGAIN the NEXT WEEK but accidentally bought Tyson's beef roast. It was ugly looking and so nasty I didn't even eat it. When I called to complain I was curtly thanked and that was the end of the call....no offer for refund or apology etc. I am a customer service blogger and cannot WAIT to write this one."

I got kind of a blase form letter reply in my email the next day. For as fabulous as their pot roast is, I would like to see a little more personality in their customer service interactions. Here is their response:

Mrs Novak,

We appreciate your taking the time to contact us with your compliment on HORMEL® Beef Roast Au Jus.

We continually strive to achieve the highest quality possible in our products. It is nice to hear from consumers who feel we have met this goal and appreciate our efforts.

Thank you for your comments.

Cheryl

Consumer Response Representative

Ref # 2061120

I guess when your pot roast is that good what more do you need? Well, I would have loved a coupon or something. Especially since I wasted seven or eight dollars on their competitor's 'meat'. I would have been over the moon with a measly little coupon. Great customer service is about more than just responding quickly or having a solid, desirable product. Having a satisfied customer isn't enough, you want to have Raving Fans! Hormel could have made me a raving fan of their COMPANY not just their one food item. It was a missed opportunity to do a little more and gain a lot in the way of brand loyalty from a customer. I still like them, but I'm not in love. (It's ~~not~~ you, ~~it's me~~.) We will buy the Hormel Beef Roast Au Jus again, but we aren't running to the store this time. Even though their seductive meaty deliciousness still calls me. Mmmm. I'm once again gun shy of processed foods and look forward to attempting to make my own grass fed pot roast in the crock pot at home. I sure hope I earn Raving Fans!

Help WANTED: The Apple Store, University Park Mall

2011-07-02T08:55:00.000-07:00

The Apple Computer Store: Heaven or Hell?

Some of you see this modern technology store as a holy place worthy of a pilgrimage. Well let me tell you, I pilgrimaged and it isn't Heaven. Maybe Hell is a bit harsh...but let me share the customer service experience I had this week.

My husband has turned me into a Mac person more because he knows a lot more about these sorts of things than I do. I think the branding of Mac as hip and cool is super effective. As a Mac user I feel ten years younger and twenty pounds thinner not to mention MUCH smarter just because I use a Mac. But here is where I am not thrilled: The customer service at the telephone level.

I had called a few days earlier and set an appointment at the Apple store at University Park Mall in Mishawaka, Indiana for 12:15pm Thursday June 30th to have our iMac G5 looked at. It was NOT performing whatsoever despite my hubs efforts to do all the stuff we can do to make it work usually. They asked my name and maybe my telephone number. I was surprised they didn't ask what was wrong with it, but I think I prattled about that to them anyway even if they didn't ask.

This was my Thursday: Pack up and load my six month old baby and two and half year old daughter into the car at 9:30am (right after taking the baby to the doctor for her six month visit and shots, I may add.) Drive one hour and some on the toll road spending three bucks to get to the store. I had spent considerable conversational effort with my friend Maggie who was going to watch my kidlets while I dragged the computer into the mall. The time change meant after arriving I was an hour behind which made everything trickier. We decided she would meet me in the mall and I would wear the baby to the store while her toddler played with mine in the mall play area.

As I put the baby on, got the boxed computer out of the car (my fabu husband kept the original box, not sure what I would have done otherwise!) and balanced the toddler out of her car seat with one hand I realized I could not carry the computer through the mall...too heavy and bulky. So I got the tiny folding umbrella stroller out which the toddler cried to ride in, balanced the computer box on it and proceeded into the mall at an embarrassing and traffic stoppingly slow pace. I was sweating, the toddler was crying, and the baby spit up all over me and the carrier. We had not even entered the mall yet.

We finally made it to the Apple store...all five of us after hooking up with my pal and her son. What I really liked about the store and the employees is they had a kid level table and chairs and computer stations right by the front which our tots ran to. I was greeted right away, they took the computer from me (WHEW!) and when I asked if I had time to find a bathroom, they offered theirs....which was hidden behind super cool stainless steel doors next to the service counter. I asked if all of us could go, the hip computerista said "Do whatever you have to do!" So we all went into the secret hallway and used the facilities happily. When we came out it was just a few more minutes before I was called up to the computer bar. The baby threw up on me again. It hit the floor with a wet splat and I apologized to Katie who had called me to the counter. She was gracious and kind about it which I really appreciated. It is gross enough to wear baby hurl like perfume, worse still to have it dispensed on private property.

Katie looked at our computer's serial number and plugged it into her system. She frowned and turned to me with a genuinely concerned look on her face. "I am so sorry to tell you this, but your G5 is six years old, and we are not allowed to work on anything that is older than five years, it is considered vintage."

WHAT?!?!

You know the slow motion montage you see in some movies where the protagonist climbs over the counter and throttles someone as a fantasy but in real life they just stand there dumbfounded and some shade of irate? That was me. Katie was so kind and concerned about it I wasn't irate, but I was super unhappy. I said to her, "Katie, I know this is not your fault...but I have just driven over an hour with two tiny babies, had a friend come with her small child to meet me and help, dragged this computer in here and now you cannot help me?" She gave me a card (Katie Holt: Genius) and jotted down the info for a computer place in town that could work on my machine, Pixel Creek Technologies. It was all the way across town by the airport. My plan had been to hang out waiting for the computer if need be with my girlfriend who lives near the mall and nowhere near the airport. I turned, near tears and fuming, towards the door.

Katie then did the best thing ever: she offered to have Azeem carry the computer back out to the car for me! "ABSOLUTELY!" I said. Now THAT was excellent customer service. It only partially redeemed the situation for me, however. As I left the store with my entourage I realized one basic, simple, obvious question could have averted this awful experience. One simple question that seems would be standard for any person calling Apple with technology issues. One question would have saved us all: What kind of Mac are you bringing in?

I hope Apple adds this no brainer question into their telephone exchanges in the future. My Mac may make me thinner, younger and smarter, but I expect more too. I expect not to have the day I had again. I won't sell off my kids, so my only hope to never have this happen again is that Apple learns to ask more questions before my young, skinny, smart self straggles into their store again.

Help FOUND: Menard's, Valparaiso

2011-06-29T09:42:00.000-07:00

Help FOUND through Assistant General Manager Ron Potter at Menard's in Valparaiso, IN

We bought this grill with some yard sale proceeds and were excited to return to our charcoal grilling foodie heaven!

It was on sale, nice sized and good lookin'! My dear Husband battled with some shlocky hole alignments in putting it together, but other than family entanglements expected with two tiny kidlets, assembly was timely. We used it for the first time on Father's Day. (If you must know, we grilled onion burgers. Yup, they were tasty.) What left a bad taste in our mouths was the top of the grill on which the paint peeled up. We are not idiots, we didn't light a huge fire and close the grill or anything...this was just a shoddy product. A shoddy product that we paid cash for since we live debt free. A shoddy product for which we threw away the receipt, not expecting this would need to be returned.

The booklet for "The Original Outdoor Cooker" charcoal grill insisted that "Should you encounter any problem(such as the top of the grill peeling up after one use) or obtain replacement parts CONTACT US FIRST Do not return product to the store."

I called the company phone number and left two different messages along with my story and contact information on Friday June 24 and Tuesday June 28. Surprisingly, have not heard back from the company.

After reading grilling recipe articles in our local NWI Times newspaper I began to resent the fact we would not be grilling this fine Fourth of July weekend. I thought even without a receipt and even though we paid in cash (Menard's will happily look up and replace a lost receipt from a credit or debit card transaction) I would at least call and see if they could help.

I usually find better help for sticky customer service situations when I talk to an employee or manager in person. Unfortunately with two babies and the large item in question I didn't think I was up for the challenge. I called Menard's and asked to speak with the manager on duty. I spoke with Ro-- I tried to clarify, Rob or Rod? He said RON! I think we both laughed. Maybe it was just me? I explained the whole evil grill saga and Ron (Ron Potter, I found out later) not only said they could offer store credit at sale price without a receipt, but he took the time to look up all grill transactions under the SKU I gave him, found ours and even told me we bought the grill at 3:43pm Saturday June 4th!

Ron said Menard's could give us our full purchase price with the "Transaction Inquiry" he printed out. We established that he would leave it at the Office Manger's desk up front and I could get it anytime today to do a return. I was so happy with this result that I told him I was a customer service blogger and I could feel a blog coming on. Ron laughed and said "This is what I get paid to do, I don't need accolades!" I asked if I could send the blog link to anyone and he did say on the Menard's website there was a customer comments area, so I will send this there too.

So many employees can help their customers like Ron Potter helped me, but they choose not to. They either do not care or aren't empowered enough in their work to make the extra effort that makes a difference. It may be true Mr. Potter just didn't want to see a crazy lady with two babies screaming and crying and dragging a big broken grill through the store...but I'd prefer to think he just likes to do everything he can to help people in ay situation he is in. Thank you Ron Potter, because of you my husband thinks I am awesome and we will be grilling this weekend...wanna stop by?

(Of course the full story will continue after I bring the behemoth of a grill into the store...stay posted for updates!)

Help FOUND: Michael's Craft Store

2011-06-28T07:00:00.000-07:00

Help Found: Michael's Craft Store
By Heather Curlee Novak

We moved to Valparaiso a year ago, but the basement and garage look like we have yet to unpack. Among the little often overlooked chores were several art pieces I had purchased over the years but never framed or hung up. One inspired morning (After six years or longer per piece.) I finally drug out all that needed to be framed in our home.

My previous professional framing experience was Hobby Lobby, which I love, but everything always cost fifty dollars. Three small things framed: fifty dollars. One poster framed: fifty dollars. And it took two trips because I had to go back and pick up my completed pieces a week or two later. Which now meant hauling tiny tots in with me and carrying them and my work out again. So you may see my reluctance to take four items in to Michael's to get them framed. I towed along my sleeping infant and charming two year old to finally get this nagging "to do" TO DONE!

Megan S. whom I later discovered is the Frame Department Manager helped me. I explained that cost was a concern, but shared what I was looking for in terms of style and size. She deftly escorted me to several locations to find their selection of frames that would fit my pieces without needing a custom fit or the cost of a custom fit. She also showed the frames that were on sale...cha ching! When I found a rustic wood frame and asked her to help me find glass and backing for it, She came through again. Megan showed me a comparable frame for much less and everything was together already. This was much better for me, because let's be honest, when am I going to find or make time to piece the frame parts together myself?

Megan even trimmed two pictures down for me to help fit them better in the pre made frames for a couple of bucks. All in all I spent less than thirty minutes and less than $45 for all four items. I complimented Megan and told her I planned to write about her awesome customer service. That is when she said she was the department manager. I can see she earns her position there, and I won't be surprised when someone tries to hire her to even bigger and better work. Thank you Megan, for caring about me, and for caring about what your work says about you. Frame on!

Help FOUND: Sally's Beauty Supply

2011-06-24T12:09:00.000-07:00

I am a fake redhead. I've been a fake redhead for about 20 years and most every month of those years I have colored it red my very own self. I love salon color and know it is better in every way, but I just rarely have the budget for it when I know I can do a fair second for so much less. I have even tried beauty school color but it is just too hit or miss for me. Besides, I can color my hair in my own bathroom as my two bitty kidlets sleep instead of hiring a sitter and scheduling everything to go to have it colored by professionals. So I slack.

Recently I gawked at a beauteous head of red red red hair as we dropped our kids off at the YMCA to go work out. I said, "Please tell me that is not natural, and then tell me where you get it done!" The pretty lady laughed and said, "Actually I work at a salon, Vanis, here in Valparaiso." We talked and I struggled not to ask to touch her red hair like I did before when I had hair lust."

I plan to check Vanis out for my next haircut, but I still cannot seem to budget fifty bucks or more for color. For some reason this exchange with the firey faux redhead jogged my memory that I could buy professional hair color to use at home at Sally Beauty Supply! I also remember the only other time I bought hair color from Sally Beauty Supply I ended up with purple hair my first year in college! I now know not to do the violet reds. I was young then. I got very excited and couldn't wait to get in there and see what they had to offer.

On June 6 about 6:00pm a friend dropped me off to pick my car up from the mechanic and I decided to run a "quick kid free" errand to Target since my husband was home with the kids. Then of course I decided to "quickly" pop into Sally's and look at their color. I was trying to hurry and wasn't sure if I would get what I needed before my husband had to call to see if I was ever coming home.

The clerk Kirsten greeted me and asked if I needed help. Did I ever! I quickly babbled all of my information out and she easily and happily helped me find everything I needed in a super fast amount of time. I also asked about color depositing shampoos since red fades quickly and we have hard water to boot. She guided me to the shampoos but then mentioned her boss used a hair glaze when she was a redhead. She went to wherever that was and grabbed a tube to show me...I have no idea where she got it from because she did all the questing. It looked perfect (and cheaper than the shampoo & conditioner I would have purchased)

Shopping at Sally's and being helped by Kirsten actually felt like my gal pal and I were shopping together, not a clerk offering customer service! I was very pleased with Kirsten's customer service...she helped me with everything I needed and did it FAST. As you can see from my hair color drama I needed help, and I found it!

Help WANTED: Buck's Shoe Repair, Valparaiso, IN PART TWO

2011-06-15T08:01:00.000-07:00

Help WANTED: Buck's Shoe Repair, Valparaiso IN (PART ONE)

2011-06-14T05:41:00.000-07:00

NOTE: This is a review of the OLD BUCK"S Shoe Repair. As of Fall 2011 new owners have taken over and the store looks great and the folks are attentive and personal...I cannot wait to have a reason to go in there again!

Help WANTED: Buck's Shoe Repair, Valparaiso IN
Sharon Angelina, Guest Blogger & commentary by Heather Curlee Novak

This one came in to me loooong but so good and painfully bad I just have to keep it intact. Enjoy PART TWO tomorrow!

It all started in fall of 2003 with the fake snakeskin boots. They were trashy, had chunky 5 inch heels, and were found in a bin at a resale shop. I couldn't pass them up. They spoke to me. What can I say, I was going through a phase, that's another story.

But after I got them home and snuck upstairs past my kids to try them on in private with my plaid mini skirt, I discovered the heel on the left boot was wobbly. I knew they were too good to be true. I immediately regretted the six bucks I had spent on them, thinking they were too cheap to be worth fixing. But I had to try. After hobbling around thinking maybe I could just walk on the tiptoe of my left foot and fake it, I decided that kind of "cheap behavior" would likely get me some even more expensive medical bills, and I decided to put them aside.

Chesterton used to have a nice shoe repair shop, which had closed just the year before. It was called Franks Shoe Repair, and no matter what you brought to Frank, and no matter what day of the week it was, he always said they'd be done next Tuesday. If you came in next Tuesday and they weren't done, he'd mutter an apology and tell you to come in next Tuesday. He did good work and was super cheap. I missed him.

So I decided to try Buck's Shoe Repair in Valparaiso. On Lincolnway, just off the square. Any Porter County resident can probably tell you where it is if you know Valpo well enough. It's been there forever. In fact, I had just read a story in the newspaper that Buck's had been a family owned business for three generations and was still going strong. So I took a ride out of town, over to Valparaiso, found some nearby off street parking, and walked into Buck's Shoe Repair with my fake snakeskin boots in a bag under my arm. (I figured they should come in as a pair for some reason. I don't know why. Like the broken one might need moral support from its mate or something.) I wasn't even sure they could be fixed. I just wanted to have an expert opinion tell me to either come back next Tuesday or take them out and shoot them.

Cute shop, I thought as the bell on the door jingled cheerfully behind me. A lady was showing a pair of Birkenstock's to a customer. I didn't know they carried those. But I was here on business, so I approached the counter, from behind which a rather stout man was talking to a customer. I was the only other person in the store besides these four herein mentioned. I stood, positioned myself in "line" and waited. The stout man, presumably the store owner from the way he spoke and bantered with this familiar customer, did not cast me so much as a glance. I noted rather quickly they weren't in any particularly urgent conversation. Just "how's the family" kind of chit chat. I shifted from foot to foot, and repositioned my boots more firmly under my arm.

"So then he says to me, he says, it doesn't matter what, I still think often of that kind of thing, and it just won't do. I says yeah, that's what happens."

The other man nodded. "Well, you can always tell, that's what they say."

I stared at the man behind the counter and coughed. Then I brought the bag out from under my arm and rustled it loudly, and scooted closer to the counter. I was now invading the space of the "customer" in front of me by several inches. Still not a word or glance from the owner, although the "customer" did shoot me a quick sideways look, confirming that I was indeed not completely invisible. "Buck," however, maintained his insistence of my non existence. He continued to converse with his buddy, Mr. Customer, with the same effort and enthusiasm you exert on relatives who sit near you at, say, a funeral, or perhaps the kind of small talk you toss out there to relieve the awkwardness of that first five minutes next to a stranger on a short airline flight. It went on like this:

"So yeah, that's about the long and short of it. But here's the thing, when you come right down to it, it's just about all there is to it, and that's what I say. Heck, my wife would agree with me."

"Well, sure, sure. You can't always tell, but if you can, well then. That's that."

"Exactly. My point exactly. And that is that, if you know what I mean. There is always that."

I began to feel my face flush with anger. And then I instantly got angry for having to get angry at this ludicrous situation. I was in a shoe repair shop, for Pete's sake. Not in a customer service line. Not at an ATM. Not even in a long line at the White Castle. I looked around with an air of obvious irony, searching the store for other customers. And for other sales people. Finding neither, I inched closer to the counter and stared a hole in the owner's head.

(ENTERTAINED? Curious about what happens next? Check out Part Two tomorrow!)

Help Wanted: Hines Plumbing

2011-05-24T17:45:00.000-07:00

Hines Plumbing ...these guys are like a good (not great) relationship; the end result is satisfying but you might be doing most of the calling! Jack the owner is very upfront about cost which is helpful if you are on a tight budget like we are. We have called them for a number of issues from a leaking sink to a flooding basement. I have had to call a few times to confirm appointment times or even get them to come out but since we have a relationship already I haven't given up and called someone else. Persistence here seems to get me the guy in the end, right? But I'm paying them...wow, lots of joke potential there right?

My only true disappointment was when they assessed the front water and sewer lines needed to be replaced they didn't warn us what the yard would look like when they were through. Destroyed. War torn. Embarrassing. Sure, they tried to do a bit with the dirt pile and spread some grass seed after I asked, but they sure aren't landscapers! I almost cried and I'm not a crier. I would suggest they thoroughly prepare homeowners so they can budget in the cost of fixing the yard afterwards...maybe even link up with a landscaper to pass businesses on to.

One of the Hines guys also told me my water delivery pipe from the city water was still lead but wasn't supposed to be. I was so grateful he let me know. He suggested I call the city and ask them to replace it. Since lead is most harmful to children and pregnant women you can imagine I might have considered getting hysterical. I stayed cool and called the city and they said they were treating the water to protect it from lead pipes. I said I didn't care and was still uncomfortable with that. They were in front of my house within a week tearing up the street to replace the pipes...THAT was great customer service and I didn't pay a dime!

Interesting note-Hines Plumbing is only three guys! The shiny trucks and excellent marketing (have you seen the toilet signs???) make it look like a large company so I was very impressed with the marketing campaign.

To carry on with the relationship analogy; using Hines Plumbing is kind of like dating a snappy dresser who sometimes brings you dinner ingredients but then you still have to cook it yourself! Hines Plumbing....I like 'em, just be ready to keep calling them.

Help WANTED: www.Borders.com

2011-05-22T14:34:00.000-07:00

Help Wanted: www.borders.com
By Heather Curlee Novak with Lee Burdorf, Guest Blogger

My friend Lee sent me this story about his experience with Borders Books online:

I ordered a book online from Borders.com. I feel badly about their closing the store here and having problems. So, I thought I would give them some business.
When you order things online you usually get an instant confirmation by email. When I hadn't received the email confirmation after several hours, I decided to call Borders to see if there was a problem. After sifting through several recorded messages, I got a live human. But he obviously was in a foreign country, probably India.* I could barely understand him and it took forever to explain to him my problem. I was on the phone with him for an agonizing 20- to 30 minutes and he was still unable to find my order. Finally, I asked if I could speak to his Supervisor. A woman came on the line and told me they had my order but for some reason it hadn't been processed yet.

I decided to be patient and wait 24 hours and see what happened. After 24 hours, I still hadn't received any confirmation so I called again. Again, I got a foreigner, this time a woman. Again, it was almost impossible to understand her and it took her about 15 minutes to find my order. Finally, I just told her to cancel the order and she said she would.

I then ordered the book from Amazon.com and the book arrived in the mail a few days later. The next day, the same book arrived from Borders. I have been charged twice for the book despite asking for the order to be canceled. There was no way I was going through the India phone calls again, so I emailed them and basically wrote the same story I just recounted here. It's been three days now and I have received no reply.

It's only 18 dollars and I think it's worth that not to have to deal with them again. But I will never order anything from Borders again and I suppose it is justice that they're going out of business with service like this.

NOTE: Lee sent me an email the next day. "They may have spoiled the whole thing. They sent me an email with a form to take to FedEx to return the book and get my money back."

Ordering online can be fabulously expedient or brain numbingly frustrating depending on the situation. Lee's second email that "they may have spoiled the whole (customer service report) thing" by finally taking care of the problem is inaccurate. They took care of the problem too late and the onus is still on him as the customer to fix their problem. Frankly I see the most customer friendly response is for them to tell him to keep the book, credit his account and send him a gorgeous credit to try them again for something in the future. That would likely impress him into trying them again.

From a business standpoint, his last sentence is very telling. "It's only 18 dollars and I think it's worth that not to have to deal with them again." Not only is he annoyed, but he thinks it is valuable enough to NEVER deal with them again he is close to HAPPY TO PAY to GET RID OF THEM!

Business owners beware, most of your disgruntled customers will not only never return, but they will tell everyone they know at the same time how unhappy they are--never breathing a word to you. In order to offer excellent customer service a business must be on the offensive. They must look for opportunities to seduce and woo all customers--especially those who are unhappy with any step in the process.

* I think it is important to note something about comments in this blog about call centers in foreign countries, particularly India. These comments are NOT intended to belittle the people of India or anyone for whom English is a second (or third or fourth) language. It is a known method in business to save dollars though overseas call centers. This unfortunately often leads to a frustrating and complicated communication process which in turn increases customer dissatisfaction with the experience.

Help FOUND: Bayerischer Hof, Germany

2011-05-20T03:16:00.000-07:00

This story is from my friend Sara from her trip to Germany. This is real "Raving Fan' service.

As a matter of fact I do have a Customer Service story. While in Munich earlier this month I stayed at the BAYERISCHER HOF. I slept in the first morning. When I finally got down to the lobby it was beyond the breakfast hours. I asked the Concierge where we might find a coffee at this time of day. He named a coffee house on the town square. As I looked blank he whipped out at map to show me where to go, Then he said "No. It is too complicated. My colleague will show you. Also, as they might be busy at this time, I'll call to get you a table." So he called and his colleague,Tina, took us to the door. I thought she would point us on our way. But NO. She began walking with us, down the street for two blocks, then across a sweet little park, turned right, across this new street and on a few buildings, in the door, into the elevator, up to the "first" floor and in the door. Tina took us the the hostess and introduced us as the hotel's American guests. When the hostess greeted us, Darling Tina wished us a good coffee and took off back to the hotel.

That is good German service. PS, We had our coffee and then delayed over it and a delicious pastry until it was lunch time. Lunch was superb.

Oh Sara! What a wonderful story and customer service experience. Finding people who truly care about the customer is so rare and priceless. What I love most about this story is that you would have been satisfied at any point during your interactions, even if the concierge giving you the coffee shop's name was the end of the story. The fact that both employees went so far to ensure your satisfaction in someone else's product reflects well on them as employees of the hotel and as good hearted people in their daily lives. Thank you so much for sharing Sara.

Help WANTED: Sears Store, Tool Department (California)

2011-05-18T17:57:00.000-07:00

This customer service experience story is from my friend Dana. She is a web savvy and customer service oriented woman I met eons ago in Chicago who runs "Words To Sweat By" out of San Jose California. Find her funny motivational workout gear here.

This is the story in Dana's words:
What should have been a quick trip to Sears turned into a two-hour long debacle. We went into the tool section to buy (you guessed it) a tool chest for my DH. He knew what he wanted but also needed to fiddle for a couple of minutes to confirm.

After 20 minutes someone finally came to help him, but then once he had decided (10 minutes after that) it took another hour and half to complete a transaction. Because we had started working with one sales person, it appeared we couldn't be helped by another and the one who had helped us kept helping others and telling us "one more minute".

When he was finally ready to help us, he took the numbers that we wrote down, but didn't double check them and it turns out I had gotten one of the items wrong. Regardless, the set we wanted was OUT OF STOCK, oh, and discontinued as well. They should have had a sign up saying no longer available or only the floor model available at this store.

The sales person checked only 1 store in the area (because he had to call them, it wasn't available online) and they too were out.

We started to leave and I began to rant to another sales person because I was extremely frustrated so he started talking to us.

So with this new guy, we offered to buy the floor model, but they couldn't find the keys and the manager wasn't willing to figure out a way to sell us that one by giving us new key mechanisms.

Since the floor model wasn't an option, the new sales person finally decided to check different store in the area and lo and behold, they had a new set in stock that we could pick up.

So, we spent 2 hours on something that should have taken (tops) 30 minutes - most of which should have been my DH fiddling with each of the chests picking out the one he wanted.

Needless to say, we will not be giving our money to that specific Sears store again.

I think this is a great example of powerlessness in a person, let alone an employee.

Dana is right, this is a classic example of the powerless and demotivated employee. Powerlessness in an employee comes from one of two places; the employee or the employer. The employee may play helpless to avoid putting out an effort or to communicate their disdain for the work, company or customer. Many times an employer fails to fully utilize the intelligence and ability of their employees by exerting too much control. This also occurs when employers fail to hire and train their teams to make the best choices available. I believe that even when the problem begins with the employer, the employee is responsible for how they react to and translate the results.

With the current economic situation and the dismal job market many people take a job in order to just get by. They are not invested in their work and do not care about anything past punching in and then punching out again. I see this at every level from fast food counter all the way up to professionals in salaried positions. This demotivation stems from the individual's belief that the job they are currently in is below them. The job may be beneath their skill or experience level, it may be boring or embarrassing or humbling. HOWEVER--I will always expect someone in this position to be AWESOME in this job. I expect to see them excel in every way and then to be noticed by employers and customers alike for their said awesomeness. Each of us is fully responsible for how we react to the cards we are dealt...the winner keeps playing fair and smiling no matter how the game is going. When we make the best of the situation we are in, it opens up better opportunities for our future.

Help Found and Wanted: Blackbird Cafe, Valparaiso IN

2011-03-24T05:18:00.000-07:00

We moved to Valparaiso, IN almost one year ago and have delighted in checking out a variety of edibles available here. We live downtown so walking is our favorite option to access the charming and delicious downtown square's abundance of foodie indulgences. Last night my hubby and I had a walking date night. We strolled all over looking at houses, talking about our two Peeps and life in general.

We ended up at Blackbird Cafe on Lincolnway for a cup of the black stuff and a sugar indulgence. It was not my first visit. The first few times I went for anything from a breakfast sandwich to a piece of pie for breakfast. I was always pleased with the results but grew to expect SLOW service if I ordered anything that needed to be made. I realized the service wasn't slow because they thought a lot of themselves, so I was OK with it. All staff was pleasant and helpful and the quality of the food made it worth the wait. The shining gem of this place I learned while on the phone with the owner is that they make everything there. What a satisfying bit of knowledge! Of course, I could also have read the "Made from scratch" note on their website...duh!

I've noshed on vegetable pot pie that had thick buttery crust, snarfed the best pumpkin pie EVER(for breakfast...I was prego at the time) chewed through a juicy chicken pesto panini and as of last night, food orgasmed my way through a butter cookie dipped in chocolate that was everything I ever wanted in a cookie. And I want A LOT out of my cookies since I am not eating sugar very often lately. I'd love to see food delivered a bit faster for meals, but I'll be smiling as I wait. Thank you, Thank you Blackbird Cafe.

Help FOUND: Uptown Kitchen, Alyssa

2009-09-08T06:36:00.000-07:00

Yesterday the hubby and I headed to Uptown Kitchen for breakfast. It is such an inviting place to eat with fresh food and lots of healthy options. We don't choose the healthy options, but we are glad they are there.

The host was a pleasant guy who didn't offer us a highchair even though we had our baby with us in an infant carrier. It was no big deal to us, I made myself at home and went to get one. He saw me do this as he hustled through the kitchen running food and smiled sheepishly. I was so happy to be out to breakfast that I really didn't mind, but someone else might.

Our server was Alyssa, though I am probably not spelling it right (I'm sorry!). She was an almost perfect waitress. Alyssa was warm, friendly and thorough. She was elegant and professional and smiled a genuine smile. I really appreciated how polished she was but I did get the feeling that she was this way with everyone every time. That is of course an excellent quality in customer service, but I didn't feel special...that is the only reason I didn't say she was perfect! (I am one of those quirky people who wants to connect with everyone around me like a five year old standing on the sidewalk saying "Hi, I'm Heather, what is your name?" to perfect strangers.)

Our food was excellent and when we were leaving she still had not gotten back for a coffee refill so she offered a to go cup as a nice save. We were both tickled with that and took her up on it. My husband actually handed me the customer survey card to fill out and even he wanted to overtip her...we were that happy. We had a wonderful breakfast, enjoyed her service and I just wanted to say THANK YOU ALYSSA!!!

HELP FOUND: Sephora, University Park Mall

2009-09-08T06:02:00.000-07:00

I like to stink good: I LOVE good perfume and I prefer to only use one flavor as a signature scent. For five years (or fifteen, who's counting?) I wore Estee Lauder "Beautiful" like everyone else on the face of the planet. Then for the past six years it has been Jean Paul Gaultier in that sexy female-in-a-bustier bottle. My life has changed dramatically this year and I am ready for a new signature scent to celebrate it. I'm picky about fragrance and it does funny things when I wear it, so I need to wear it for a few days to tell if it will work on me long term. I have returned many a bottle of perfume I thought I loved after only a week of wearing it.

A few weeks ago (or a month, who's counting?) I went to Sephora to shop for a new perfume. Sephora is awesome for customer service because they will not only give you perfume samples, but they give them to you in spray bottles so you can actually apply it in the normal manner instead of rubbing yourself like a cat against a paper sample or spilling the liquid vial all over your feet while trying to get a few drops out to try on. Maddening. So Sephora is where I shop for my perfume whims.

I believe it was on July 2nd early evening when I visited store #212 at University Park Mall and chatted with Jack who has helped me several times. He is so pleasant and engaging and interested in helping me. I know I am a pain and I really appreciate that he knows this but still treats me like his favorite customer without being fake or cheesy. That is true professionalism.

We took the computerized fragrance quiz, he listened to my long boring story about becoming a mom, what I have tried and or worn for the past twenty years, yada yada yada. He gave me several suggestions, we smelled too many stinks and he sent me home with four vials to try. All of the samples were wonderful, none of them something I would have tried without Jack's help. I ended up purchasing Bulgari's Essential Rose with delight and just want the world (or the three people who read my blog, who's counting?) to know Jack is a great example of the kind of customer service we should all expect and appreciate.

p.s. Jack, after wearing this great new stink for two months, I am now ready to go back to my old flame Gaultier...see you soon!

HELP FOUND: Neila at Walmart, South Bend Indiana

2009-08-01T06:26:00.000-07:00

As a rule I am not a fan of Walmart. I prefer to shop locally but sometimes you gotta run in there, squint against the harsh lighting, grab cheap stuff and go. That is what I was doing on July 6th (2009) when I tried on a few tops in the fitting room. I had my four month old baby with me and after I was finished trying things on and leaving the room, Neila was taking my cast offs when I realized I wasn't quite done. Baby was cranky. With a breastfeeding baby they are pretty clear when they want to eat, and you darn well better cough it up for them on demand or else.

I apologized to Neila and explained that I needed to go back in the fitting room, this time to feed "Sweet Baby Girl" before she turned into "Not So Sweet Beulah The HUNGRY and MAD". Neila was so pleasant about it and I really appreciated her personality. She had been that way when I brought my clothes up to try on, when I handed back my rejects, and now even when I needed to go back in for 'official business'. We had a nice brief chat and I thought to myself, "I wish all customer service people were this pleasant and kind to work with". Neila, I hope you are a trainer, because you sure do enjoy people. Thank you, thank you, thank you.

Help, Wanted? Guest Blogger George Garner

2009-07-23T06:18:00.000-07:00

Today's guest George Garner shares some simple ways we as customers can help those in the service industry to help us more effectively. ("Help me help you help me..." anyone?) Garner has worked in the retail industry for seven years and bought stuff from it for over thirty.

Help, Wanted?
By George Garner

I’ve been in the working world for about sixteen years so far, and roughly seven of them were spent in the glorious world of retail. During those seven long years I’ve learned one very important thing: I cannot read minds. No really, it’s true. Yet, in my store on any given day, streams of people walk in and out expecting me to instinctively know what they need and when they need it.

I’ve spent a lot of time behind the counter offering help, but, like every service employee, I’m often on the other side of the counter seeking help. And those of us who spend time behind the counter have a unique perspective on how to the find help we’re used to giving. So to you, dear reader, I offer these tips on what you can do to help your service employee read your mind better:

Service people are people too. I spent a day greeting about a dozen different people, and about half of them never said a word or returned my gaze. So, consider your body language and how rude you’re being when you enter the store or ask for help. Are you saying “please” and “thank you?” Are you looking at a person’s eyes instead of some random product? It’s pretty unfair to ask a service person to be kind to you if you won’t do the same to them.

Let us help you. We’re there to work, and our work is helping you. Don’t forget, just as you’re evaluated in your job, we’re evaluated by how we help you. While you’re “just looking,” our bosses are standing around wondering why you’re aimlessly wandering around while we’re just standing there watching you look. We have a job to do, and that job is to help you. So let us. You’re happier when you find what you’re looking for, and we’re happier when the boss isn’t breathing down our neck.
Remember, it’s okay if you really are “just looking,” just say it differently. Training manuals have pages on dealing with the “just looking” customer, so if you say, “I’m just looking,” the staff will snap into action to turn you into a buying customer. Just say the truth: “I have time to kill before my lunch hour is over,” or, “My wife/husband is next door and I thought I’d poke around,” or, “The bus isn’t here yet.” Whatever it is, just say it. Chances are the staff person will learn you really are just looking and leave you alone.

No one has learned to read minds. Tell your staff person exactly what you need with as many details as you can provide. If you’re looking for a particular product, tell the staff person when and where you saw it. This helps us narrow down the hundreds of products sold and hone in on the one product that you’re looking for.

It’s a business, not a playground. If work is your second home, then the store is a second home for those who earn a paycheck there. Treat it nicely, please. There’s no need to go around messing it all up, letting your kids run around unsupervised, or leaving a pile of unpurchased merchandise in a different part of the store. If you don’t know where something belongs, ask us. We’ll help you. Are your kids getting a bit out of hand? Ask us. We’ll help you. Don’t know what to do with that pile of tried-on clothes? Ask us. We’ll… you get the idea. Just let us.

We’re not trying to take your money. One day I saw a customer looking at a product that I bought years ago and have enjoyed ever since. It cost about $12.50. I walk over and share my experience with him. He looks angry, and his wife says, “It’s okay, he’s just doing his job.” I felt awful. I really have used it, and I really did enjoy it, and really, I’m just doing my job – helping you. At the end of the day you’re the consumer – you have all the power. Our job is to tell you about our product and determine if it fits your needs. Most service people realize this and want to do well by you. We tell the truth. Sure, we want to make sales and, occasionally, we do work on commission. But for the overwhelming majority of service people one sale will not make or break our numbers or even earn them any commission, so we’re not lying to you just to make a sale. Instead, we’re trying to help you trust us and listen to us.

We don’t run the company – we just work there. I cannot tell you how many people choose to vent their frustrations about company policies to me. I get it, I really do. But please, vent to me as a fellow consumer – not the head of the company. I don’t make the policy and I don’t make the product. Talk to me as a person, not as the CEO. I promise I’ll do the best I can to help.

Stores cannot carry everything all the time. I cannot control the fact that you, as a size 3 petite or 24 long, cannot find clothes anywhere. I’m sorry that the Whizz-Bang gadget is out of stock. Yes, it sucks, but there really aren’t enough of you to make it profitable for a company to carry all products all the time. I can sympathize, and really, I do, but I cannot change it.

Hold us accountable for how we do by you. At the end of the day, if you’re kind, considerate, your needs are reasonable and you communicate them well, then it’s my job to make you happy. If I don’t, tell me. There are many, many service people out there who hate their jobs and/or don’t do them well. Sure, customers bear some responsibility to help us to help you, but some of us just stink. Tell us, or tell someone that your experience was poor. At worst, it’s a learning opportunity for us. Oh, and if we do well by you, tell us or tell someone. Reward the good of us, point out the bad, and you’ll be helping hundreds of customers find help happier, speedier, and easier.

Help FOUND: Times Square Restaurant

2009-07-09T17:39:00.000-07:00

We checked out the new restaurant by the airport for you! (I know, another food review...I swear this isn't a food critic blog hiding inside a customer service blog) I want to share our wonderful experience at Times Square Restaurant on Lincolnway across from the South Bend airport. You can see their menu via their other location under "Bravo Cafe" here.

The first thing I noticed was they had environmentally savvy florescent bulbs in their outdoor lighting...you know the twisty kind we are all supposed to be buying. I also really liked the landscaping outside of the restaurant. It is unlikely you spend a lot of time hanging out on Lincolnway but it isn't the nicest part of town from a curb appeal standpoint. Their bright flowers, borders and raised beds make a difference.

Everyone was "opening week nice" so we started off well. They didn't have highchairs which was kind of odd for a family restaurant but they are getting some soon. It was fine, our baby bucket fit nicely in the comfy booth. The physical menu was probably created in house by the owners and looked kind of funky-not-cool to me, but the offerings on it were extensive and tempting. I don't care what the menu looks like if the food is yum and it was. They had all the standards you expect form a good family restaurant-pasta, red meat, sandwiches, breakfast all day and a good menu for the kiddos. Everything looked good and the prices seemed reasonable so we were glad we stopped in.

I had the gyros plate which came with a large Greek salad that had Greek olives, feta, red onions cucumbers, tomatoes and whole anchovies on it! There was tons of food with the Gryos meal plus a whole second plate for my yummy Greek potato and rice pilaf for just about eight bucks. Hubby had the half slab of ribs with a salad and baked potato for ten dollars. He was kind of afraid to see what the whole slab would have looked like there was so much food on his plate. (Did I mention he is a pretty serious eater with a big appetite?) We chatted happily about the great value for our carefully budgeted dollar. The waitress came back several times to check on us and an owner or hostess stopped over too.

You could tell they might have cut corners on little things like napkins and menu creation, but the food is the point right? We were very happy with the service, food and bang for our proverbial buck. I'm looking forward to checking out their breakfast options some time soon. Nice going Times Square!

Help WANTED: Riverfront Cafe Niles MI

2009-07-07T17:15:00.000-07:00

A restaurant by any other name, or even the same name, just isn't as sweet. The Riverfront Cafe used to be a place with fabulously mouthwatering food and a happy eclectic atmosphere. When it closed down a few years ago everyone I knew in Niles was disappointed. When it reopened under new owners about a year ago we were elated. Now we are back to disappointed again.

According to our receipt our server's name tonight was Jennifer, but I am not certain she said her name. Poor Jennifer; she was a sweet young girl without an ounce of spark and only minimal wait service training from my estimation. I would love to work with the waitstaff there and help them enjoy their work. I wish someone had spent time with Jennifer, she has potential to be a great server and to really enjoy her job. If she was awesome I'll bet just her repeat customers alone could bump up business at this struggling cafe. I wanted her to enjoy taking care of us, I wanted to have a great time at the restaurant like old times. I wanted to covet everyone else's meals because they all looked amazing....but that was not the case.

Jennifer was pretty prompt in greeting me and the other woman who just arrived at the table. She took our drink orders and brought them back fairly fast. We said we needed a bit more time to select our meals and we didn't see her again for fifteen to twenty minutes. I finally got up and asked the host if someone could please take our order. In a few more minutes she did come and take our order. When listing sides she neglected to mention the fresh fruit side I noticed on the menu...a side with an extra dollar charge among fatty standards like coleslaw, french fries and potato chips that may be of great interest when waiting on a table full of women!

A friend and I decided to order French Dip sandwich and the Garlic Rosemary French Fries with blue cheese dip appetizer and split it. Bad idea. The sandwich was on the smaller size and really not enough cut in half. It was also pretty salty to me, but my pal thought the roast beef on it was good. The fries we paid seven dollars for were normal fries but a large amount of them. They had a flavored salt on them, a few sprigs of real rosemary on the plate and a 'blue cheese dip' that was mostly mayo with a bit of good old fashioned cheap salad dressing. I was dissatisfied, but getting used to it at the new Riverfront Cafe.

The last time we were there I returned the fried chicken I ordered to the kitchen...it was under cooked, too salty and not like any fried chicken I had ordered anywhere else. I cannot recall ever sending food back in my life. I am embarrassed to do it. But what was even worse for me, a real foodie, was my appetite was gone. I was so turned off by my food I didn't even order a replacement. I should have remembered this and eaten before I met the girls here this time, but I keep hoping it will all turn around. The menu reads like a foodie's heaven, but what arrives at the table doesn't quite hit the mark in my hungry opinion.

When our club met at the Riverfront Cafe two months ago the service was pretty good then even if the food was not. I wish I remembered the server's name from that visit. She saw us again tonight and thoughtfully commented on how much bigger my infant daughter is now. I was very touched by her effort and consideration. She wasn't waiting on us tonight but I wish she had been. I was really impressed by her thoughtfulness.

After the meal, our waitress offered our checks without offering us dessert! Again, not the best route for a bunch of women out for the evening. This was a chance to increase our bills and therefore potentially increase her tip. I asked about desserts and the other women then chimed in as interested parties. Of course, when she showed us the dessert tray I could understand her disinterest in up-selling us: Each dessert only cost two dollars and was the size of a shot glass. No Kidding....creme brule in a shot glass. Two truffles the size of marbles. A teeny piece of cake that may have been the size of a deck of cards. SIX WOMEN PASSED on dessert. And none of us are supermodel thin. We are definitely dessert eaters. The teeny desserts could be cute in Hollywood, but not here in the Midwest. We eat dessert because we adore it, not just for show.

We lamented our choices and wished there was another place to go get good dessert nearby. We raved to each other about another restaurant in Granger, Yesterday's, and their phenomenal desserts. (I cannot say anything critical about Yesterday's...except do not get the blue cheese salad dressing, blue cheese roasted garlic, blue cheese crusted filet and a huge heaping succulent dessert all at the same meal. I discovered you can indeed eat too much blue cheese. Bummer.)

I hope they figure it out soon. I noticed both times we visited this summer that the patio was about one third full and there were maybe only two tables occupied inside. A few years ago it was bustling all the time and I remember raving about every menu item I tried. I want Riverfront to step up; it is such a great location and such a tantalizing menu. No matter what it is named, the location won't be enough to keep it running...it has to be the food, it has to be the customer service. When the waitstaff and cook staff find a sense of ownership, a spark of excitement in the work they are doing I know I'll eat there again. Until then I'll just enjoy a glass of iced tea and a good plan for afterward.

Help FOUND: Milkbands FREEBIE Contest!

2009-06-22T07:02:00.000-07:00

Win a useful & unique gift (my favorite combination!) for any nursing mother...also a fantastic shower gift. I'm offering THREE free milkband bracelets from "www.milkbands.com" and I'll even cover the postage for you.

I posted in May about Udder Covers from www.milkbands.com and the great service I received from them. Unfortunately I did not receive my package in a timely manner which surprised me. I called Jenny at their 800 number and left a message. She called back mortified and together we figured out it must have been a snafu at the Post Office. Jenny continued the great customer service streak by reshipping my order that day and including five milkband bracelets for me...super nice. I'm sharing like the thoughtful gal I am, of course.

To win, simply comment on this post with a customer service experience story I can share on the blog. It can be good or bad but must be truthful and as detailed as possible. The first three stories win bracelets, all stories may be shared.

Good Luck!