Comments for A Pat on the Back

Comment on A free lunch for me! by restaurant guide

restaurant guide — Thu, 16 Jun 2011 19:24:21 +0000

Big thumbs up for this blog post!

Comment on Oh la la! by Jodi Henderson

Jodi Henderson — Wed, 01 Jun 2011 10:44:46 +0000

Well, good luck! I don’t know anything about the visa process so I can’t say for sure, but my guess is Paris is worth it.

Comment on Oh la la! by jill- Jack and Jill Travel The World

jill- Jack and Jill Travel The World — Tue, 31 May 2011 12:44:34 +0000

Paris – even though it’s a pain in the butt to get Schengen visa, we’re going to give it a try anyway during this around the world trip we’re currently on. Visiting Paris has always been a childhood dream of mine.

Comment on A free lunch for me! by Jodi Henderson

Jodi Henderson — Thu, 19 Aug 2010 02:40:14 +0000

Hi Kelly – Thanks for reading and leaving a comment. Leaf has reeeeeallly good salads so I absolutely recommend them for the food. They’re also always super nice, the broken-credit-card-machine incident included. The only thing is they’re a stitch on the pricey side. Hope you enjoy!

Comment on A free lunch for me! by KellyLove

KellyLove — Thu, 19 Aug 2010 02:12:53 +0000

I haven’t had the chance to try Leaf since I moved here, but it’s on my list now! Thanks for sharing your experience. I agree that the ROI on being nice is limitless…your post made me want to go there, not for a “free lunch,” but because they treated you so well.

Comment on A free lunch for me! by Jodi Henderson

Jodi Henderson — Fri, 06 Aug 2010 01:34:36 +0000

Hi Wendy ~ Thanks very much for stopping by and leaving a comment! I *heart* @garyvee. I actually sent him a link to my blog, cause I started it after I heard him talk about The Thank You Economy at SXSW, and he wrote back saying “Jodi I wish u super well and good luck”. Very cool. Regarding the ROI on being nice….it seems so obvious to me that there is one; it’s just not something you can measure. (At least not in a way I can think of.) If someone treats me nicely somewhere, I’m absolutely going to remember it because it happens so infrequently. Now tell me if multiple return visits and recommendations to friends/family isn’t a return.

Comment on A free lunch for me! by Wendy (wdaunheimer)

Wendy (wdaunheimer) — Tue, 03 Aug 2010 09:12:31 +0000

What a great idea for a blog, Jodi! I was listening to Gary Vaynerchuck’s video yesterday about the ROI for being nice to people – and how that term doesn’t apply (link here, and no bad language! Gary Vaynerchuk – The Word Media is wrong http://bit.ly/cFBHs7). As you write, its so important not only to recognize good service, but to provide that appreciation when you receive it as well.

I had an experience on Sunday that I forgot to Tweet about – now I might just submit it here! Thanks for giving all the people out there who provide great service a pat on the back.

Comment on Customer Experiences Are …..Investments? by John Varan

John Varan — Mon, 14 Jun 2010 21:10:06 +0000

I really like your idea of bronze, silver, gold, and platinum level customer service! I still think even the bronze level, just plain being nice to people, is costly (unless it’s just one person). If you’re the sole person running the business, then you’re right in that it costs nothing to be nice to people. But once you start hiring people, that changes. Take the Wal-Mart example again. In order to get all of their employees to be nice to customers, Wal-Mart would either have to a) provide training on how to be nice, which costs money or b) hire better quality people, which also costs money. Granted, it would be nice if people just naturally knew how to be nice to others, but I’ve shopped at Wal-Mart and I can guarantee that’s not true.

Comment on Customer Experiences Are …..Investments? by Jodi Henderson

Jodi Henderson — Thu, 10 Jun 2010 01:38:17 +0000

Another fantastic story Judy! That’s exactly the kind of thing I think more companies should consider. Thanks for sharing.

Comment on Customer Experiences Are …..Investments? by Judy Helfand

Judy Helfand — Wed, 09 Jun 2010 00:30:50 +0000

Hi Jodi,
Thought I would stop by and see what you are up to these days. Good customer service is an investment, being pleasant and setting good company policies and procedures are important. And if the Policies and Procedures are well written and understood by the employees, then you can save a lot of time when trying to resolve problems.
Your example of Nordstroms is exactly on point. In January 1983 we were transferred to Anchorage, AK. First of all, you need to know I had spent the last 33 years of my life, prior to the transfer, in Southern California. I had never purchased a paid of winter boots in my life. I didn’t own a winter coat or even a real sweater. At the time Norstroms was only located in the Northwest. It was not in CA yet. But in Anchorage I went to Nordstroms and bought some winter boots for about $100.

The first time I wore them, I realized that they didn’t really fit. They hurt. But winter passed and by the next winter I was nine months pregnant. I was walking through Norstroms and they were having a boot sale. One of the salesman greeted me and asked me if I wanted to try on some boots. I told him no, as I had a perfectly good pair at home that I had purchased a year ago and they didn’t fit. He smiled, told me to bring the boots in and they would refund my money or give me another pair. I was shocked and told him so, but you see he understood that was their policy. No employee time had to be taken to listen to my complaint, no superpvisor had to sign off on my problem. Quick and easy.
The next time I came to the store, I brought the boots and with no questions asked they exchanged them. I used the new ones until 1997 when I once again returned to Southern California. By then Nordstroms was in Southern California and they had me back as a customer.
Enough said.