1. Can you describe the last time you received great service?
2. Can you tell us about a time you received really bad service?
3. Was it easier to come up with a good or bad experience? Why?
4. Do you agree with the policy below? Why or why not?
Stew Leonard’s Policy
Rule #1: The Customer is Always Right
Rule #2: If the Customer is Ever Wrong, Reread Rule #1!
The last time I had great customer service is when I went out to eat at a restaurant. The waitress was polite, respectful, kind and very friendly. When she approached my table she kindly asked if I was ready to order. She was nice enough to honestly describe a meal they were serving since I was interested. Not only was the service great but so was the food.
There are serveral times I've received bad service. I had to be at work at 3, the current time was 3:30. I was very tired so I decided I would take a cab instead of walking. I figured if the cab would take about 15 minutes to get here I would wait for it, but if not I would walk. I called the cab and they said they would be there right away, about10 minutes so I decide to wait for the cab. Ten minutes went by, then 15, then 20. I called back and they said it will be there and hanged up. The taxi services was rude and careless.
A bad experience was easier to come up with because unfortunately there are more times people are treated rudely than kindly.
I agree with Stew Leonard's policy. I agree with his policy because if a customer was treated badly then you might loose them. If all customers are treated badly then you might loose them all. If you say customers are always right then every customer will be happy and would come back. Therefore business will good, customers will be happy, and money will be spent by the happy customers causing the business to be a success.