Ted: "My frames are only two months old, and... look at them."
Jerry-Lyn (scrutinizing the twisted, damaged, really expensive frames): "I'll get you a new pair."
Jerry-Lyn switched the lenses out, fitted them to Ted's face, and said, "Last name?"
Ted: "Coine. C-O-I-"
Jerry Lyn: "Ted? You're all set." (Big smile).
That's it. No fuss, no muss, and - most importantly - no charge.
Granted, it should always go this way when your new product lets you down: just take it back and get a new one, no questions asked. But "should" is a long way from "does." When is the last time a return or exchange for a pricey item like designer frames went so smoothly? How gracious was the person on the other end of that exchange?
Jerry-Lyn was exceeding pleasant and helpful when Jane and I bought our glasses two months ago. That's rare enough; still, it's easy to be nice when you're selling something. The trick is to be just as wonderful to deal with when your customer is unhappy.
As I mention in my book "Five-Star Customer Service," the surest test of a company's true service quality is how it handles complaints. That more than anything earns the service provider its fifth star... or not.
Jerry-Lyn did what anyone could do; what anyone should do - but what fewer than 1% of all service providers out there actually do. Hats off to her.
www.ecof.com.
Jerry-Lyn's store, near Target on the corner of Airport and Pine Ridge: 239-263-4674.
Monday, February 26, 2007
Sunday, February 25, 2007
"Spoil 'em Rotten!" - the blog
If you like what you read here at Naples Resource and would like to read more about the highs and lows of customer service, let us recommend our founders' blog based on their book, "Spoil 'em Rotten!"
www.spoilemrotten.blogspot.com
www.spoilemrotten.blogspot.com
Naples Social Action
Here is a gratuitous plug for another Coine Endeavor: Naples Social Action, a free service of the Coine Foundation.
Naples Social Action is a venue for charities and event organizers to get the word out to the entire Greater Naples community. It is a calendar of upcoming events - soon, every upcoming social event will be posted, along with a brief write-up, and contact information of the host organization.
The work we've begun here in Naples, our home, will be replicated in every community in the U.S. once we've ironed out all the kinks. You can say you were part of its genesis.
We urge you to take advantage of this essential resource.
www.naplessocialaction.org
To have your event listed, please contact me directly: ted.coine@coineinc.com
Naples Social Action is a venue for charities and event organizers to get the word out to the entire Greater Naples community. It is a calendar of upcoming events - soon, every upcoming social event will be posted, along with a brief write-up, and contact information of the host organization.
The work we've begun here in Naples, our home, will be replicated in every community in the U.S. once we've ironed out all the kinks. You can say you were part of its genesis.
We urge you to take advantage of this essential resource.
www.naplessocialaction.org
To have your event listed, please contact me directly: ted.coine@coineinc.com
Wild Oats
"Oh my God!" That is how blown away we were by the service - and the tangelos - at Wild Oats. As of this writing, Wild Oats is home of the most impressive customer service we have received here in Naples. Yes, it's that good.
Friend and fellow customer service expert Suzanne Willis recommended we give this store a try for this blog. Thanks Suzanne!
Now, there is nobody on Earth who knows more about the Supermarket industry than Jane Coine; our second book, "Spoil 'em Rotten!" takes place in the fictional Walsh's Supermarkets. Two of the 10 winners of this year's Coine Awards for Customer Service Excellence were grocers: Wegmans and Roche Bros. So Wild Oats had to work pretty hard to impress us.
...And it did. We walked in, and I turned to Jane, asking "Is this place organic?" Before she could answer, uber-associate Tommy answered for her.* Then he asked, "Is this your first visit?" It was, so he gave us a run-down of the store, recommending items we'd especially enjoy (for example, the warm soup - "But it'll be too hot for your girls, so let it cool off first.")
Every single employee we met was friendly and very, very helpful. Cashier Heather is another associate who impressed us, taking the time to explain some of why she left her previous employer to join the Wild Oats team.
Where do they find these people?!
Actually, we know perfectly well: Wild Oats follows the Platinum Rule ("Treat your employees the way you want them to treat your customers") and they live by our HIT maxim: they Hire for attitude, Inspire through pride in the company, and only then do they Train in skills. That's the easy part when you get the first two right.
Wild Oats gives the best of what Naples has to offer. Its prices on many items are completely in line with its lower-brow competitors. We think you owe it to yourself to check it out first-hand.
Located at the ridiculously-named Naples Centre shopping plaza, on Airport and Naples Blvd, right behind another favorite, Chick-Fil-A (see below).
www.wildoats.com. 239-513-1053
*Yes they're organic, but not exclusively - just like Whole Foods, which bought Wild Oats just recently.
Note: We'll be watching this store closely. While we're rooting for them enthusiastically, they have two issues that may affect the quality of their service. First is their novelty: this branch just opened, and morale - and service - is bound to be higher when that is the case. Second, the merger with Whole Foods may detract from this brand's excellence. Whole Foods is itself a terrific company, though, so that may prove not to be a factor.
Friend and fellow customer service expert Suzanne Willis recommended we give this store a try for this blog. Thanks Suzanne!
Now, there is nobody on Earth who knows more about the Supermarket industry than Jane Coine; our second book, "Spoil 'em Rotten!" takes place in the fictional Walsh's Supermarkets. Two of the 10 winners of this year's Coine Awards for Customer Service Excellence were grocers: Wegmans and Roche Bros. So Wild Oats had to work pretty hard to impress us.
...And it did. We walked in, and I turned to Jane, asking "Is this place organic?" Before she could answer, uber-associate Tommy answered for her.* Then he asked, "Is this your first visit?" It was, so he gave us a run-down of the store, recommending items we'd especially enjoy (for example, the warm soup - "But it'll be too hot for your girls, so let it cool off first.")
Every single employee we met was friendly and very, very helpful. Cashier Heather is another associate who impressed us, taking the time to explain some of why she left her previous employer to join the Wild Oats team.
Where do they find these people?!
Actually, we know perfectly well: Wild Oats follows the Platinum Rule ("Treat your employees the way you want them to treat your customers") and they live by our HIT maxim: they Hire for attitude, Inspire through pride in the company, and only then do they Train in skills. That's the easy part when you get the first two right.
Wild Oats gives the best of what Naples has to offer. Its prices on many items are completely in line with its lower-brow competitors. We think you owe it to yourself to check it out first-hand.
Located at the ridiculously-named Naples Centre shopping plaza, on Airport and Naples Blvd, right behind another favorite, Chick-Fil-A (see below).
www.wildoats.com. 239-513-1053
*Yes they're organic, but not exclusively - just like Whole Foods, which bought Wild Oats just recently.
Note: We'll be watching this store closely. While we're rooting for them enthusiastically, they have two issues that may affect the quality of their service. First is their novelty: this branch just opened, and morale - and service - is bound to be higher when that is the case. Second, the merger with Whole Foods may detract from this brand's excellence. Whole Foods is itself a terrific company, though, so that may prove not to be a factor.
Wednesday, February 21, 2007
Yabba Island Grill
Expensive? Yes. Delicious? YES! Warm and efficient service? Absolutely.
We found this spot by accident, just walking down 5th Avenue one day at dinnertime. The menu looked good, so we gave it a try - and now it's one of our favorites!
Are you looking for something out of - and better than - the ordinary? Visit Yabba. You'll go for the food, and come back for the service.
www.yabbaislandgrill.com. 239-262-5787
We're nuts about any company that is as dedicated to giving to good causes as the folks at Culinary Concepts (Yabba's parent company) are. Check out the Karma Club to find out more.
www.karmaclub.net
We found this spot by accident, just walking down 5th Avenue one day at dinnertime. The menu looked good, so we gave it a try - and now it's one of our favorites!
Are you looking for something out of - and better than - the ordinary? Visit Yabba. You'll go for the food, and come back for the service.
www.yabbaislandgrill.com. 239-262-5787
We're nuts about any company that is as dedicated to giving to good causes as the folks at Culinary Concepts (Yabba's parent company) are. Check out the Karma Club to find out more.
www.karmaclub.net
Mel's Diner
Great food, great atmosphere... is this really a diner? Mel's is proof positive that you don't have to spend $100 to have a terrific meal in Naples.
Mel's is a chain, but as with some of our other entries, you'd never know it. Perhaps the secret to their success is the management, at least if the ever-present, ever-helpful manager at our favorite Mel's is any indication.
Our favorite location: 3650 Tamiami Trail - South of Pine Ridge, on 41 North.
239-643-9898. Their web site is under construction as of this entry.
Mel's is a chain, but as with some of our other entries, you'd never know it. Perhaps the secret to their success is the management, at least if the ever-present, ever-helpful manager at our favorite Mel's is any indication.
Our favorite location: 3650 Tamiami Trail - South of Pine Ridge, on 41 North.
239-643-9898. Their web site is under construction as of this entry.
Wachovia
We first heard about the superb customer service at Wachovia from our friends at J.D. Power & Associates. Intrigued, we had to check it out. Well, the Coine family, companies, and foundation now have six accounts at this bank, and couldn't be happier.
Walking into our favorite branch, at Carillon Place, is like walking into Cheers: everybody knows your name, even if you've been away for a month or more. Lines are usually short or nonexistent (Note: usually). There are neat and clean public restrooms. Everyone is friendly and helpful. Want to deposit a wine jug full of change? Be their guest. And as for the inane greeter you find in some banks, well, never mind: the person at the entry desk at Wachovia is actually there to help you, not taunt you.
Does this sound like your bank? No? You owe it to yourself to give Wachovia a try.
They're all great, but we recommend the Carillon Place branch. Ask for Jon, Debbie, or Adriana. Tell them Naples Resource sent you.
http://www.wachovia.com/ 800-922-4684. / Carillon branch: 239-435-3310
Note: In Naples, Wachovia still keeps bankers' hours - one of two things that disqualified this otherwise outstanding company from winning a 2007 Coine Award for Excellence in Customer Service. While its hours are a big minus, they are in line with the rest of the banks in the city.
Walking into our favorite branch, at Carillon Place, is like walking into Cheers: everybody knows your name, even if you've been away for a month or more. Lines are usually short or nonexistent (Note: usually). There are neat and clean public restrooms. Everyone is friendly and helpful. Want to deposit a wine jug full of change? Be their guest. And as for the inane greeter you find in some banks, well, never mind: the person at the entry desk at Wachovia is actually there to help you, not taunt you.
Does this sound like your bank? No? You owe it to yourself to give Wachovia a try.
They're all great, but we recommend the Carillon Place branch. Ask for Jon, Debbie, or Adriana. Tell them Naples Resource sent you.
http://www.wachovia.com/ 800-922-4684. / Carillon branch: 239-435-3310
Note: In Naples, Wachovia still keeps bankers' hours - one of two things that disqualified this otherwise outstanding company from winning a 2007 Coine Award for Excellence in Customer Service. While its hours are a big minus, they are in line with the rest of the banks in the city.
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