Posts Tagged ‘compliment’

I’ve often wondered how much large companies budget for customer satisfaction handlers. You know, the people who respond when customers complain. Of course, those same people would also respond if you were to send a compliment to the company, but I doubt the company spends any time training them how to do that. Oh, but wouldn’t such a thing make their day?

We’re quick to complain when someone does something wrong, something that displeases us, something that does not meet our expectations. And maybe that last is the crux of it. We expect products to be as advertised. We expect people we work with to look professional and do their jobs. So why don’t we acknowledge companies and people who exceed our expectations rather than only speaking up when they fall short?

Exhale. Look around. Find something that pleases or amuses you. It could be the receptionist who looks professional instead of punk today. Or the Hugh Laurie music playing while you wait in line at Starbucks. Anything. And the day is already a little bit better.

Now, take 5 seconds to tell the receptionist she looks nice. It is NOT harassment to compliment her. She probably agonized for 2 hours getting ready for work, hoping her new appearance would be noticed. And when she smiles, you’ll feel better.

If you’re the boss, acknowledge extra effort from everyone. Let them know they’re appreciated. It’s worth more than a raise in pay.

Dash off an e-mail to a company whose product exceeds your expectations. It won’t take but a minute. It will feel awkward, maybe even goofy, but somewhere out there, your message will be read and a stranger will smile. I’ll bet you’ll be smiling, too.

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The California Department of Motor Vehicles has a reputation for three things: long lines, long waits, seeming inefficiency. I probably could have paid my registration fees online and waited for the tag to arrive in the mail, but I had waited until the last possible minute to pay the fees and didn’t want to get pulled over by one of California’s finest.

I was prepared. I had a bottle of water and a book to read. I expected a long afternoon of it. Entering the large facility in Costa Mesa, I took my place at the end of the line where you get your number before waiting and waiting and waiting to be called to a “window” (really just a cleared spot on the counter that snaked around the middle of the warehouse-sized room).

Then I noticed a big blue and yellow kiosk and a sign that promoted self-serve vehicle registration. There were only 3 or 4 people in that line… I didn’t know if my paperwork would process without my being referred to a human helper, but I figured it was worth a shot. I moved to the shorter line at the kiosk.

Following the prompts on the touch screen, I placed my renewal notice under the red light beam so the barcode could be scanned. YAY! Appearing before my very eyes was all my information and a prompt asking me to indicate how I wanted to pay my fees: cash, e-check, or credit/debit card. Debit card. Insert. Swipe. Done! Out popped my registration card with the tag attached at one end. From another slot, a printed receipt. Wow! I was in and out of the DMV in under ten minutes with registration and tag in hand!

It seems all too rare that we have opportunity and cause to praise a government agency for being efficient and easy to do business with. Today, I was truly impressed by the small innovation of a registration-printing, tag-spewing kiosk.