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At my store, they have this board where we pin up any customer comment cards that are nice about our employees. Since the idiots never fill them out when they receive good service, we might see 2 a month put up on the board, if that. So, whenever a new one is put up, everybody reads it to see who the lucky employee was. Yesterday a new one was put up, and it was for the girl who is in charge of the electronics department. Here is basically what the customer's comment said: "(Employee's Name) is always a GREAT help whenever I shop at your store. She is extremely knowledgable about her product, is a joy to chat with as I am shopping, and always greets me with a smile whenever I come in, which can be up to 3 times a week. That is great customer service!"
You would think that would be it, right? But wait! At the top of the comment card there is a small thing they fill out where they rate a few things on a 1-5 scale ... with '1' being 'Dissapointed' (the worst), '5' being 'Delighted' (the best). For the question 'Help from team members made me feel ...', she of course circled '5' for being delighted, but for both the 'Checkout speed made me feel ...' and 'Overall, my experience today left me feeling ...' she circled '2', second to the worst. It struck me as being very odd, since if she was a regular customer to an employee who is such a GREAT help, wouldn't you think that employee would've rang her up fast, and made her overall experience at the store also a 'delight'? I know if something happened bad across the store that she would've noted it on her comment card! I guess this SC was the kind of person who is never happy with anything ... you know, the kind who would say "Well I see you walked my 15 dogs across town, bought me a new car, and gave me the winning lottery ticket ... BUT you missed a spot when you were cleaning my house ... HOW could you do that? It's inexcusable!"
You would think that would be it, right? But wait! At the top of the comment card there is a small thing they fill out where they rate a few things on a 1-5 scale ... with '1' being 'Dissapointed' (the worst), '5' being 'Delighted' (the best). For the question 'Help from team members made me feel ...', she of course circled '5' for being delighted, but for both the 'Checkout speed made me feel ...' and 'Overall, my experience today left me feeling ...' she circled '2', second to the worst. It struck me as being very odd, since if she was a regular customer to an employee who is such a GREAT help, wouldn't you think that employee would've rang her up fast, and made her overall experience at the store also a 'delight'? I know if something happened bad across the store that she would've noted it on her comment card! I guess this SC was the kind of person who is never happy with anything ... you know, the kind who would say "Well I see you walked my 15 dogs across town, bought me a new car, and gave me the winning lottery ticket ... BUT you missed a spot when you were cleaning my house ... HOW could you do that? It's inexcusable!"
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