Monday, February 01, 2016

Customer Facing Employees - Please shut your mouths when customers are present!!

I had to stop at my local dealership because my low pressure signal showed up on one of the coldest days of the winter. It was about 1:00 pm and I thought I might as well get an oil change too since I was coming up on my mileage mark.

My dealership now has a “quickee change” lube shop attached to the dealership. I had been there twice before and did not find it the best experience but I went because it was convenient and I have a lease car and the dealership is right there if something goes wrong.
I still take my older cars to an independent quick lube shop that I have been going to for years. They know me by name and are always friendly.

The service agents at the quick change dealership lube shop have been different each time I go but they all must have gotten the same type of training in customer service.  That is because they all complain and bitch about their jobs, the service techs and one another when the other leaves the shop to check something out. It’s amazing that they don’t seem to care as a customer that I don’t want to hear it.

I know it is the American way to bitch about your job, boss and co-workers but at least do it among yourselves. Grocery check-out clerks are famous for this too. Post from 2007 - http://qualityg.blogspot.com/2007/04/to-grocery-store-managers-cashiers.html

Then they send me survey emails for weeks wanting to know if I was completely satisfied with my experience. Perhaps I should tell the about the time when I had a low tire and when I asked the service agent when cashing out if there was a problem and he said no just low all was OK. As the service technician pulled my car around I asked him about the tire and he said there was a nail and that he plugged it. Then he said did the agent tell you about the leaky seal? I said no and he said well I wrote it up and you should pull over to the dealership and set-up an appointment to get it fixed.

How about my most recent visit when it got very busy and there were six people in the small waiting area. The service agents sit in the same area so all conversations can be heard. Oh the complaining was non-stop. Customers were getting frustrated on how long it was taking to get their cars services. I sat quietly and observed. I had to move two times because the cleaning lady was cleaning the bathroom and then was mopping the floor and wiping down counters as the customers moved many times so she could clean. I loved it when the service agent was complaining so much about her job that she wanted to change positions with the cleaning lady.

One older lady who was two behind me in order to get her car serviced began to complain loudly and to whomever she was speaking to on the phone. As I sat and watched the service agent roll her eyes and then whispered (Not really since I could hear) to the other agent to give her 10% off for waiting.  Amazingly she got her car before me (As did two others). Now you might say I had more work to be done but that was not the case. I observed my service technician through the window stop servicing my car a number of times and chat with the person on the hoist next to my car. No one offered me a discount because I did not complain, bitch or yell.

As I pulled out I said no more answering surveys and no more shall I come to this establishment. I will take my new car to my reliable Mr. Lube shop where “Wild Bill” (I call him that) always greets me and talks to me as a friend and not a customer.


I will take my old Quality Consultant route and never go back but I will tell five friends about my experience and now I have told you.

Here is the real kicker. My old reliable shop owner Bill is of Middle Eastern decent and has owned his shop for at least 20 years. He works long hours and has added a muffler/repair shop to his lube businesses.

I should not even have to mention this but the American workers at the new flashy lube shop could care less. And, they just lost a customer for life.


Wednesday, January 27, 2016

How do you know you have a great teacher?



Over the years I always try and observe and learn what makes a good teacher. One of the measures by which I make my conclusion is how well the class learns and just as important how well it behaves and respects all (Teacher, Students) within the room.


If I find that 95% of the students follow this conclusion I know there is a good teacher at the helm. I know when I have found a “Great” teacher when there is a substitute teacher and 90% of the students follow my conclusion because their regular teacher has instilled the pride and learning so that whoever is in the room they give their attention out of respect for their regular teacher.

Sunday, January 24, 2016

State of Michigan's Water and Education in a state of flux!

Back in 2010 and 2011, I penned two different posts that addressed education and measures (Dashboard) that were and are mentioned in many speeches by Governor Snyder.

He always mentions citizens as customers and talks about being data driven and let the measures do the talking. While I believe the Governor believes in the systemic approach to solving problems I do not believe the people that surround him understand the true meaning process and result measures.

Unfortunately, too many businesses and education systems today still are managed by Bottom Line (I call them Bottom Feeders) Leaders who are steeped in the financials but have no idea on where and how people and process must fit in to the equation.

For example - Flint Water Problem

"They don't listen to nobody," longtime Flint City Councilman Scott Kincaid said of emergency managers. "They don't care about the community. They just care about fixing the finances." Kincaid and others said the managers' tendency to ignore local complaints played a role in the water fiasco, since residents had complained about taste and color of the water.

For Example - Detroit School System
"Things have been happening for so long, and I think teachers felt like they had no voice," said special education teacher Lacetia Walker about crumbling schools and oversized classes. "We realized that nobody is coming to save us, so we have to save ourselves."

We are in a sad state of affairs in Michigan for two critical elements (Water and Education) of life that should be a God given "Free" staple. For those in other state take warning because you are doing the same mistakes (You just don't know it).

Here are the Links:





Sunday, January 10, 2016



Big Dreams

Without Plans & Measures


a Fantasy


qg says...

Tuesday, December 29, 2015

"The Wisdom to be Remembered" - Updated 2/1/16



April 2013

 "The Wisdom to be Remembered"


Born Honolulu Hawaii 

"Knowledge is for sharing.
It is not about the amount of knowledge you obtain or have.
It is about the amount of knowledge you freely share and give."


2/1/16 - Hawaii Visit



Updated 7/21/13

What a bundle of joy. Three months old now and such a good baby for her first visit to Michigan. Logged many miles from Hawaii to Washington DC to Arkansas to Michigan and back to Hawaii with a stop in Seattle to see her uncle.

video





MICHIGAN _ Great Grandma (GG) and Nana 


Seattle


HAWAII

video

Updated 9/11/15

9/11 is truly a special day because it is my daughter's birthday. Yes, it will always be interwoven with the attacks on the twin towers but it's also a day about rebirth.

MICHIGAN - July 2015



Visiting "GG"

MARYLAND - August 2015

The Ballerina and Gymnast


video

She Brightens up my day!


October 2015


So Thankful
November 2015


My Favorites



January 2016