Customer Service

Customer Service.  I've been in that business for over 21 years in my current position.  Add another 5 with my previous positions.  I would like to think I've got a good grasp on what it is and how to provide it.  I've been through numerous courses and training classes to learn how to provide Customer Service.  Not just Customer Service, but exceptional Customer Service.  I've also noticed that I observe Customer Service in every business I visit.  It's rare to see exceptional Customer Service.  The type of service that not only meets but exceeds or surprises the customer.  I had one tonight.  A few weeks ago we ordered some take out at Taco Bell on FM2499 in Flower Mound just south of FM407.  It's a new Taco Bell.  As happens with take out occasionally we were missing 1 item.  When that happens I usually call because not only did we pay for that item, I believe or hope they want to know when that happens.  I believe in giving them a chance to rectify the problem.  Sometimes the response is for me to return and get the item, which I usually won't do as my time is valuable to me.  Sometimes they tell me to mention it next time I'm in and I'll get the item then.  Occasionally they will even take my address and send me a gift coupon to make it up.  That's a nice gesture.
However this time when I called, the Manager said to let them know when I come in next and they'll not only give me my missing item, they'll add another item from the menu.  Anything I choose.  So tonight I went in to collect.  Since I was getting my dinner I not only ordered the missing item and the free additional item, I added a few more things to complete the meal.  That's when I was surprised.  They gave me my whole order for free.  And it wasn't even the manager, it was the person working the counter.  This person had the freedom to make the call.  That was very good Customer Service.  Enabling the person who is on the front lines to take care of the problem.  I was impressed.  Not only did they meet my expectations, they exceeded them.  I can tell you I will be back and even though I have a Taco Bell that is much closer, I will be driving a few extra miles to visit this Taco Bell again.

Righters Block

The day before election Tuesday and with all the political pundits sharing their version of what will or should happen and I'm at a loss.  Something seems amiss.  Sure the Republicans will take the House back.  The Senate is in play.  The political war is at it peak mud slinging, yet something just feels strange.  I am hoping for a major change in control of the Legislature.  If only to stop some horrible bills from being brought to a vote.  Cap n Trade, Card Check, and hopefully even some repeal of the Health care that already passed.  I know my insurance has only gone up.  I have a plan that is, oops, was a very nice plan for my family.  Now it's less benefits and more costs out of my pocket.  For less coverage I am paying more a month.  That doesn't seem like positive "Change" to me.  The only change I see is the little that will be left in my pocket.  Perhaps the new party in power will be able to do something about this, but in all reality I doubt it.  They don't have enough of a majority to force it over a veto.  If anything we'll have to wait and hope that in 2012 there will be another "change", only this time in the Executive Branch.  I wonder what it will take to find, nominate, and elect a true conservative into the White House who will keep common sense and have the courage to do what is needed to reduce the deficit, national debt and restore this Country to where it needs to be.  Hopefully, 2012 will come quickly.