John DiJulius | Customer Experience Blog


10 Most Hated Companies; Café charges rude Customers more

A Rude Customer Tax – One business is charging rude Customers five times more for a cup of coffee than those who are more polite and say ‘hello’ and ‘please.’ A cafe owner in France has finally had enough with rude Customers and he’s decided that he’s no longer going to take it. Rude Customers will be charged more; call it a rude Customer tax. The café prices are posted for all to see.  One list of prices for polite Customers, and a more expensive list for rude Customers. This rude tax is obviously more of a joke; however, it has apparently been successful in making this café’s Customers be more respectful to the front-line employees. The manager of the café says Customers are being nicer as a result. Check out the full article Café charges extra to rude Customers.

 

TSA’s Customer service under scrutiny – House Representative Gerry Connolly is threatening to introduce a bill requiring the Transportation Security Administration (TSA) to be more polite to their Customers, airline passengers. During a hearing about the TSA’s Screening Partnership Program, Connolly said passengers would likely cooperate more with TSA agents if the agency’s workers used better manners when they deliver their instructions. “There’s no excuse for a contractor or employee of the federal government barking orders continuously at the public at any airport in America,” Connolly said. “Every member of Congress is in the Customer service business. We experience what you experience. People aren’t all the same. Some people are very cooperative and some people can be less so. I happen to believe that the less pleasant the experience, (because we don’t get Customer service right … ) I actually think it contributes to less cooperation, resentment and a desire frankly not to cooperate. We don’t want that. We want people understanding our mission.” Connolly said he would consider introducing legislation to require the TSA to improve its Customer service if the agency did not make changes on its own. “I don’t understand how hard it is to teach people [to] make sure you use the words ‘please’ and ‘thank you’ when you’re interacting with our public,” he said. Wow, someone in government who gets it.  Read full story Lawmaker threatens bill to make TSA more polite.

 

10 most hated companies in America – A well-known brand can take a nose dive quickly into today’s social media world.  Especially if that company alienates a large enough group of people, by angering their Customers with crappy service or employees with unpleasant working conditions or low pay. I call this brand terrorism, choosing to be greedy with short-term gains for long-term failures, sometimes irreversible. Many of the most-hated companies have millions of Customers and hundreds of thousands of workers. With this kind of reach, it’s important to keep employees happy in order to maintain decent Customer service. Often, poor job satisfaction leads to poor service and low Customer satisfaction. McDonald’s and Wal-Mart have risked this most recently as employees and some Customers have protested the low wages at these companies – low enough to put workers below the poverty line. Check out the 10 most hated companies in America.

 

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 Don’t win the argument but lose the Customer

 

John R. DiJulius III best-selling author, consultant, and keynote speaker, is the President of The DiJulius Group, the leading Customer experience consulting firm in the nation. He blogs on Customer experience trends and best practices. Learn more about The DiJulius Group or The Secret Service Summit, America’s #1 Customer Service Conference.

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2 Comments

Steve,

that is a great idea!!!!

Comment by The DiJulius Group

Re: the “Rude Customers” article, I’d like to see that concept reversed, wherein conscientious companies would provide a discount to customers who were treated rudely by workers. It would take company “moles” to really get in tune with their team and ensure stellar customer experiences.

Comment by Steve Yeatts (@Steve_Yeatts)




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