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The Power of One in Customer Service



Author:   Glenn Shepard
Date:   August  5,  2014
Category:   Management


Salisbury, NC August 26
Anderson, SC August 27
Click here or call 1-800-538-4595 to reserve seats.

Dear Glenn,


I like what you wrote about why it's important for employees to give a two week notice when leaving. But is it ethical for a company to decline it?


Mark in Rochester, NY



Dear Mark,


Absolutely, and it's very common.

     As Dave Ramsey says, "I don't want your body here and still on my payroll when your head and heart are somewhere else".

      When I left my last job in 1988, it was on good terms. But they still declined my two week notice because that was company policy, and I understood it.

    Thanks for your question.


- Glenn in Nashville

Click the red button to submit a question. If yours is selected, you'll win your choice of the "I'm the Boss, Not the Babysitter" or "Work Is Not for Sissies"  coffee mug.

Think about all the workers you come into contact with as a consumer.


Just being good at what they do isn’t enough. How they go about doing it can matter even more.


Even if a doctor cures you, you wouldn’t use him again if he was rude. An attorney who never returns your calls will probably lose you as a client, even if she wins your case.


Nowhere is this more prevalent than in the restaurant business.


I’m a Foodie, and like extra sauce on everything. Breakfast isn’t breakfast to me unless there’s Tabasco sauce on something.


I always order extra maple butter sauce with the Walnut Blondie at Applebee’s, extra vanilla icing with Domino’s CinnaStix, and extra barbecue sauce with McDonald’s Chicken McNuggets. Servers sometimes forget this special request and the food is cold by the time I get the extra sauce, which ruins the entire meal.


Once at a Ruby Tuesday’s, I ordered their Asian dumplings with extra Thai peanut sauce. A server named Annisha brought the meal with the extra sauce, having no idea what a high-maintenance customer I am.


I love iced tea and it’s next to impossible to keep my glass full. Annisha was swamped with customers and I expected that I’d have to go easy on the spicy sauce since she probably wouldn’t be back to refill my glass. But she managed to take care of her other customers while refilling my glass four times – without me even having to ask once.


The next test was the bill. One of my pet peeves is having to wait and wait and wait for the bill when I’m ready to leave. Annisha had it ready when I was.


When she brought back the change, she looked me in the eye and said, “It’s been a pleasure waiting on you and I’d like to wait on you again”.


This was remarkable for two reasons.


First, it had to be anything but a pleasure to wait on me. The poor woman was swamped and I kept her running the entire time.


Second, she had such sincerity that I actually believed her. For just a moment, the cynicism we all develop as consumers faded away. The cashier at the gas station I had just patronized who mumbled “Have a nice day” but looked like he should be on America’s Most Wanted no longer tainted my outlook.


Ruby Tuesday's has great food, but so do lots of other Nashville restaurants. This location had a great employee who made all the difference.


People don’t just go to a restaurant for the food; they go for the experience. No matter how good the food is, they won’t come back if the service is lousy.


This is the Power of One.




To Your Success,



Glenn Shepard




P.S.  The next time I was there, the servers were wearing buttons that read “The answer is YES! What’s the question?”





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