Customer Satisfaction on North Olympic Peninsula
The current Peninsula Poll at the PDN website asks: "In general, how do you think customers of businesses and services are treated on the North Olympic Peninsula?" With 890 votes cast, the results are:
Good: 46.0%
So so: 29.4%
Excellent: 12.1%
Poorly: 11.6%
Undecided: 0.9%
Good: 46.0%
So so: 29.4%
Excellent: 12.1%
Poorly: 11.6%
Undecided: 0.9%
posted by Tom Harper at 11:15 AM
10 Comments:
Businesses here have a ton to learn about customer service, and they're leaving money on the table because of it. I like to support local businesses but when I have a bad service experience somewhere I don't feel bad ordering what I wanted online instead.
For starters, every business needs an illuminated sign in a clearly visible place that indicates both Open AND Closed. If I can't see you're clearly closed then it creates a sense of uncertainty about your business and that's not what you want.
Every business needs a website, Facebook doesn't cut it. The website doesn't need to be fancy, it can be a simple one page site that clearly lists: hours, address, phone number and optionally an email address. So many of the local business websites are frustrating to find those things and some are downright embarrassing.
Sunday hours! People who work have money they want to spend. But they work 8-5 Monday through Friday. Many businesses are not open on Sunday which leave working folks trying to cram everything into Saturday, which is when most events are already scheduled. Evening hours are also a good idea. Huge credit goes to Swains for being open late seven days a week and having great staffing levels and helpful staff (although their website is hideous).
In addition to Sunday and late hours, consider that working folks will show up during their lunch hour on weekdays. 11-1 is not a good time for you to be short-staffed.
A lot of small businesses and self-employed folks need to learn about professional communication. When someone calls you to inquire about a service you need to call them back promptly. Don't ever forget to call someone back. If you agree to provide a service without a written estimate then you need to provide an estimate instead of just showing up unannounced to do the work.
Don't let your staff stand around socializing with each other instead of helping customers. This goes double for you if you're a supervisor or owner socializing with your own staff.
I've been shopping at Swains for decades. I've been asked once if I needed help. So, guess I'm a moron and should be grateful. If their website was a little better....would be SHOPPING PERFECTION so says the hall monitor!
You must be doing it wrong. I've been asked if I needed help plenty of times and it's never to hard to find an employee and ask for help either.
How about bike racks? How many local businesses have them?
This is the kind of stuff I'd expect the PABA and PADA to be help their members with rather than being a soapbox for Dick Pilling's insanity.
New coin store in town, hrs 10 to 3. with a lunch, give me a break.
For awhile there the arrogance of Port Angeles businesses was amazing. They really, truly did not care how much they charged or how badly they treated you because where else were you going to go? Things have improved somewhat since Walmart and online shopping gave people an alternative. Suddenly businesses realized they weren't entitled to people's money, that they'd have to work for it. Too late however. There are still a few places I won't go in, even after changing owners. That's not exactly fair, but whatever.
There are a few businesses in town that realize business transactions are between two people, and customers aren't just there to fork over money. I've mostly had good experiences at Swain's. The staff has always been courteous and more than willing to answer questions. So I spend money there. Honestly, it doesn't take much to make most customers happy. I don't understand why some businesses find that so hard.
I avoid buying anything in Port Angeles. Wayyy too expensive, if they even have it in stock.
Biggest problem is most of the time, what I'm looking for is not in stock. They say, "I can order that for you". Great. I can order it, for cheaper, on-line.
The other problem is the price.
I know everyone needs to mark things up so that they can pay their bills, but, I can't afford them.
Congrats to Sgt. Clifford Wooldridge and his proud mother. This lefty (ME) always thinks he gets more bang for the buck going with the US Government and collectivism. This guy exemplifies good CUSTOMER SERVICE. Just my opinion.
I've generally been pleased with shopping here and can find useful help when needed.
Best Hardware screwed me on a deal the other day but it got squared away, well, I got a refund cuz they didn't have another unit in stock.
Just bought a new riding mower from Sears and they let me bring it home in the crate and put it together myself, it started up so fast I almost jumped off the seat.
Had trouble finding a part number for a mulching plate on the internut but once I found one I went to the store and they ordered it for me, the gals there are pretty good.
I prefer to shop locally cuz I like to put my hands on stuff first before deciding if I want it, and I don't have to pay shipping, and returns are easier.
Next I'm going to Auto Zone for a hundred bucks worth of stuff.
"Congrats to Sgt. Clifford Wooldridge and his proud mother"
Who?
What's up with the new Country Aire?
I mean, customer service seems to have gone out the window with their expansion! Where are all the old staff? I never see any of them - did they all get fired? the new people don't know where anything is and look frightened or confused - or both. The "deli" is a complete joke - and now they don't make to-order sandwiches.
Anyone know what's going on there?
Post a Comment
<< Home