Comments on: How to Gain/Lose a customer in ten seconds http://dohashawki.wordpress.com/2007/12/31/how-to-gainlose-a-customer-in-ten-seconds/ The keys to managerial success! Fri, 06 Nov 2009 14:43:05 +0000 http://wordpress.com/ hourly 1 By: Osama http://dohashawki.wordpress.com/2007/12/31/how-to-gainlose-a-customer-in-ten-seconds/#comment-76 Osama Tue, 03 Jun 2008 09:32:55 +0000 http://dohashawki.wordpress.com/2007/12/31/how-to-gainlose-a-customer-in-ten-seconds/#comment-76 Very interisting speciall the bad examples. I was start to belive that I have paranoia. Very interisting speciall the bad examples. I was start to belive that I have paranoia.

]]> By: music http://dohashawki.wordpress.com/2007/12/31/how-to-gainlose-a-customer-in-ten-seconds/#comment-38 music Tue, 08 Jan 2008 03:14:43 +0000 http://dohashawki.wordpress.com/2007/12/31/how-to-gainlose-a-customer-in-ten-seconds/#comment-38 very interesting. i'm adding in RSS Reader very interesting.
i’m adding in RSS Reader

]]> By: gafary http://dohashawki.wordpress.com/2007/12/31/how-to-gainlose-a-customer-in-ten-seconds/#comment-34 gafary Wed, 02 Jan 2008 11:55:09 +0000 http://dohashawki.wordpress.com/2007/12/31/how-to-gainlose-a-customer-in-ten-seconds/#comment-34 I think you touched on a very good subject here. In fact, your comments on the service problems you encountered came as a relief to me. I used to think me and my wife are the only freaks concerned about the quality of service we get everywhere we go. At some point we almost believed we’re some sort of snobs for being on the watch for the quality of service we get anywhere we go. When we pay top dollar, you should get top service. As much as I believe that any commercial activity can, one way or the other, be categorized as part of the service sector, there must be a much higher stress on the quality of service you get in the catering and hospitality business. For example, I don’t expect to go dine at a 5-star restaurant and be seated at poorly cleaned table with a greasy top, or get cold soup. Such examples and the one you mentioned are everywhere around the country. If you get this kind of service at “allegedly” top-notch, classy places like the ones you mentioned, what should you expect from mediocre, second rate places? The problem in Egypt is that the rating criteria are haphazard and loosely controlled. Any hotel for example can get a new star just for serving alcohol at its main restaurant or bar, or digging up a new large swimming pool. And it’s equally easy to maintain the reputation and the rating once they get it. There is a complete lack of follow up and an there is an intentional indifference to customers’ feedback and reviews. There is no consideration for the basic quality indicators that matter to most customers, such as cleanliness, responsiveness and friendliness of the staff, and the quality and speed of service. I guess part of the problem is with the customers who settle for any kind of service or quality regardless where they are & how much they paid. I know these problems exist everywhere around the world. But the real difference is that on the other side of the world, hotels, restaurants, and coffee shops are treated with an iron rod and are always under inspection. The competition is too tough that they can’t afford to lose a single customer. They always have to keep an open mind to customer feedback and comments. Over there, it is so easy to lose a rating or a customer, while it is pretty darn difficult to win them back. I think you touched on a very good subject here. In fact, your comments on the service problems you encountered came as a relief to me. I used to think me and my wife are the only freaks concerned about the quality of service we get everywhere we go. At some point we almost believed we’re some sort of snobs for being on the watch for the quality of service we get anywhere we go. When we pay top dollar, you should get top service.
As much as I believe that any commercial activity can, one way or the other, be categorized as part of the service sector, there must be a much higher stress on the quality of service you get in the catering and hospitality business. For example, I don’t expect to go dine at a 5-star restaurant and be seated at poorly cleaned table with a greasy top, or get cold soup. Such examples and the one you mentioned are everywhere around the country. If you get this kind of service at “allegedly” top-notch, classy places like the ones you mentioned, what should you expect from mediocre, second rate places?
The problem in Egypt is that the rating criteria are haphazard and loosely controlled. Any hotel for example can get a new star just for serving alcohol at its main restaurant or bar, or digging up a new large swimming pool. And it’s equally easy to maintain the reputation and the rating once they get it. There is a complete lack of follow up and an there is an intentional indifference to customers’ feedback and reviews. There is no consideration for the basic quality indicators that matter to most customers, such as cleanliness, responsiveness and friendliness of the staff, and the quality and speed of service. I guess part of the problem is with the customers who settle for any kind of service or quality regardless where they are & how much they paid.
I know these problems exist everywhere around the world. But the real difference is that on the other side of the world, hotels, restaurants, and coffee shops are treated with an iron rod and are always under inspection. The competition is too tough that they can’t afford to lose a single customer. They always have to keep an open mind to customer feedback and comments. Over there, it is so easy to lose a rating or a customer, while it is pretty darn difficult to win them back.

]]> By: dohashawki http://dohashawki.wordpress.com/2007/12/31/how-to-gainlose-a-customer-in-ten-seconds/#comment-32 dohashawki Tue, 01 Jan 2008 22:53:03 +0000 http://dohashawki.wordpress.com/2007/12/31/how-to-gainlose-a-customer-in-ten-seconds/#comment-32 Re: Extend Golf Yes, I agree with you that poor management is the main reason for bad employee performance. This is true whether in customer service or any other job. Read an earlier post that I wrote: http://dohashawki.wordpress.com/2007/11/29/ten-signs-your-are-offering-a-bad-customer-support-service/ It was titled "Ten signs you are offering a bad customer service." There I am saying very much what you mentioned in your comment. Re: Extend Golf

Yes, I agree with you that poor management is the main reason for bad employee performance. This is true whether in customer service or any other job. Read an earlier post that I wrote:
http://dohashawki.wordpress.com/2007/11/29/ten-signs-your-are-offering-a-bad-customer-support-service/

It was titled “Ten signs you are offering a bad customer service.”
There I am saying very much what you mentioned in your comment.

]]> By: Extend Golf http://dohashawki.wordpress.com/2007/12/31/how-to-gainlose-a-customer-in-ten-seconds/#comment-30 Extend Golf Tue, 01 Jan 2008 13:33:33 +0000 http://dohashawki.wordpress.com/2007/12/31/how-to-gainlose-a-customer-in-ten-seconds/#comment-30 I've found that customer service is dependent on a lot of things but not necessarily the employee. Factors such as poor management, inadequate training or motivational issues are often the root cause of problems. Happy responsible employees are often the difference between a successful company and a failing one. Of course, there are always exceptions and when someone has a bad day or makes a small mistake (such as serving people in the wrong order), my philosophy is always to "sit back and smell the roses". I’ve found that customer service is dependent on a lot of things but not necessarily the employee. Factors such as poor management, inadequate training or motivational issues are often the root cause of problems.

Happy responsible employees are often the difference between a successful company and a failing one. Of course, there are always exceptions and when someone has a bad day or makes a small mistake (such as serving people in the wrong order), my philosophy is always to “sit back and smell the roses”.

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