{"id":5754,"date":"2020-10-07T18:56:31","date_gmt":"2020-10-07T18:56:31","guid":{"rendered":"http:\/\/etereman.com\/remanu\/?p=5754"},"modified":"2020-10-07T19:21:59","modified_gmt":"2020-10-07T19:21:59","slug":"take-your-cue-from-the-comment-cards","status":"publish","type":"post","link":"https:\/\/etereman.com\/remanu\/2020\/10\/07\/take-your-cue-from-the-comment-cards\/","title":{"rendered":"Take Your Cue from the Comment Cards"},"content":{"rendered":"\t\t
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In my very first Reman U article 5 years ago<\/a> I shared a tale of my time in college working at a movie theatre. I did more than just sell nachos at that job, I also learned a few things!<\/span><\/p>

One day I came into work to find one of our assistant managers uninstalling the toilet paper dispensers in all the bathrooms and reinstalling them up higher. I asked why he was doing that, and he told me that the theatre\u2019s district director (who I\u2019ll refer to as Mr. J \u2013 because that\u2019s actually what we called him) had read a comment card where someone had complained that the toilet paper dispensers were too low. I thought how crazy it was that someone bothered to write that on a comment card, and how much crazier it was that we were relocating all the toilet paper dispensers as a result.<\/span><\/p>

I had learned many work lessons from Mr. J during my time at the theatre. He was a person I had a lot of respect for and he knew a lot about business and customer service \u2013 but in this instance, I did not see the point. It seemed like such a waste of time and energy to do this based on one complaint on a piece of paper.<\/span><\/p>

Here\u2019s the thing though, Mr. J. was absolutely right! It just took me years to realize it. Fast forward probably about 10 years later and I\u2019m working at a cell phone store<\/a>. Each customer I interacted with could potentially get a customer satisfaction survey. One question, in particular, was key: \u201cOverall how would you rate your experience with (name of phone company)\u201d. Even though the question was worded to be about the overall experience, I was actually the one being graded on it. Here was the kicker; a \u201c4\u201d for \u201csatisfied\u201d and a \u201c1\u201d for \u201cvery dissatisfied\u201d were rated the same. The only way I passed the survey was if they picked \u201cvery satisfied\u201d. These surveys affected my pay, so I took them very seriously. One day I read the comment on a survey I had failed. The customer had complained that I had taken the screen protector off their phone when I was setting it up. Phones do not come with screen protectors on them. They are shipped with a thick piece of plastic covering the front of the phone including any buttons and the earpiece. The phone can\u2019t really be used with this plastic still on.<\/span><\/p>

After reading that survey, I changed my approach with every single customer. Now, when setting up a phone I would explain what the plastic was and ask permission to take it off. It made me realize what the toilet paper situation was years ago. It was about taking a customer\u2019s suggestion seriously. It was about realizing if one person said it, more might be thinking it. It was about changing something that could be altered to improve satisfaction. So I urge you, if you receive feedback on something seemingly trivial \u2013 take it seriously, because the customer did!<\/span>\u00a0<\/span><\/p>\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"

In my very first Reman U article 5 years ago I shared a tale of my time in college working at a movie theatre. I did more than just sell nachos at that job, I also learned a few things! One day I came into work to find one of our assistant managers uninstalling the […]<\/p>\n","protected":false},"author":36,"featured_media":5755,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_mi_skip_tracking":false},"categories":[4,12],"tags":[991,990,113,745,20],"acf":[],"yoast_head":"\nTake Your Cue from the Comment Cards - REMANU<\/title>\n<meta name=\"description\" content=\"Eric has sold nachos, hawked cell phones, and has been slinging transmissions for years. 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