FM Walsh & Associates Inc.

Customer Service Experiences in LA

I was in LA recently and while there, decided to visit some businesses and see what the customer service experience was like. And here’s what I experienced:
– Ralph’s: Bought a sandwich there, sporting a large sticker saying “Made Fresh in Our Kitchen”. I unwrapped it and then checked the expiry date on the sandwich – 2 days away. The lettuce in that sandwich had transformed into a new, inedible life form. Impressions of Ralph’s: thumbs down – will never buy anything from them again.
– Bloomingdale’s: Beautiful store, great merchandise. However, when I went to make a purchase acted like they were doing me a big favour. Looked totally bored. Impressions of Bloomingdale’s: Not in a rush to go back.
– Target: Passed by the cosmetic section and the sales rep for Boots Cosmetics was there. What awesome customer experience! She was very passionate about her product, extremely knowledgeable, easy to talk to – a fun encounter. I walked away with several products that I had no intention of purchasing when I walked into the store. Impressions of Target: Loved it and will definitely go back.
- It’s a Grind Coffee Shop – was in one at Redondo Beach. Half the parking lot was under construction so business was way down. The owner was in great spirits anyway – great coffee and excellent customer service. He handled all the grumbling about lack of parking pleasantly and handed out freebies to the kids when they walked in with flustered parents. Impressions of It’s A Grind: Two thumbs up – loved the coffee and the service. It’s my favourite coffee hangout in LA now.
JetBlue: My first time flying them. The plane was clean, the seats were comfortable with lots of leg room and the crew had fun with passengers. It was a great experience. Impressions of JetBlue: Thumbs up. They deliver a great customer service experience – a rare thing in the aviation industry today.

As business owners, we often get bogged down in getting the ‘work done’. Make sure you take the time to check out your customer service – are you sure your customers are happy and impressed with your company? You need to check this out on a regular basis. Hire a mystery shopper, get a friend to pose as a customer or talk to your exisitng customers. Find out what they like, what they don’t and how you can improve. Then – take action.