Happy Employee Happy Customer?

“Happy employees won’t necessarily create happy customers! Accountable employees do.”

My recent experience with Apple Store confirms this statement.
That Genius is definitely very happy with how he’s being treated in Apple.
Cool employer brand. Cool benefits and perks. Cool status!
But he is so happy that he forgets to align his own personal value with Apple’s brand promise.
So when he comes to interact with customer...
He treats every customer as his customer, but not Apple’s!
And that’s a serious problem!
I am Apple’s fan, not his!

He’s happy; I am definitely not.
But one thing for sure...
He won’t stay happy forever…
I filed complaints against that Genius.
And his manager called me several times to apologize.
I believe that Genius will be sorry for being too happy.

Happy employee only means that employee is happy.
It does not mean that the happy employee will perform.
There is still chance that happy employee will upset customer.
Happy customer is NOT a product of happy employee.
Instead, happy employee is only one of the many ways to create happy customer.

10 BAD touchpoints with IKEA

Below is a letter to the CEO of IKEA HK re a complaint case that hasn't been resolved for months.
_________

Mr Birks

This complaint case has been bothering me for the past few months!
And it still has not been resolved!
We're already in the experience economy.
I find it hard to believe that I am getting this kind of service from IKEA, given that I spend a few thousand every year.

Simply put, I had bad experience along all touchpoints with my recent purchase.

1st touchpoint: Call Center (17 Sep 2011)
- Nobody ever picked up the phone!

2nd touchpoint: LinkedIn (17 Sep 2011)
- I located someone named Tin Wong, Management Trainee at IKEA.
- Below is his reply!
- He has no accountability whatsoever!
- How's IKEA training its people?
- He's only looking for opportunity via LinkedIn?

Hi Daryl,
Received your message on IKEA's service.
Sorry for the unhappy shopping experience, at the same time, I am sorry that this is my private account searching for opportunities.
If you would like to file a complaint, please send an email to enquiry@ikea.com.hk and describe the case. Sorry that IKEA Hong Kong is not having any LinkedIn contact at this time. If you tell me more about the case, maybe I can think of some faster ways to help you as well.
Thank you for your message.
Regards
Tin

3rd touchpoint: Call Center + Email (17 Sep 2011)
- I called the hotline again!
- I was put on hold listening to meaningless messages for more than 25 mins.
- I had no choice but tried email at the same time.
- I received an autoreply to email below.
- It said I'd receive feedback within 3 biz days.
- But as expected, I got none!
- Finally, a gal picked up my phone.
- When asked why I had to wait for 25 mins, the gal told me that everyone in the call center was busy with the release of new catalog!
- For Christ's sake should that be my concern at all?
- She listened with patience, and promised me 2 things.
- That she would send someone to my apartment to take pics.
- That she would get back to me 4 days later for an update.
- Surprisingly, nobody got back to me after 4 days!

---------- Forwarded message ----------
From: Daryl Choy <>
Date: Sat, Sep 17, 2011 at 1:09 PM
Subject: Complaint
To: enquiry@ikea.com.hk

I called your hotline this morning, and now I've waited for more than 25 mins and nobody is there to pick up the phone!

Your staff came to my apartment to assemble stuff on 14 Sep, and when he unpacked the boxes with his cutter, he scarred up my hardwood floor, and now there are 2 very visible big scars left on the floor!

I demand an explanation and possible compensation!
Order number 0401315276

I can be reached at (852).

Daryl Choy

4th touchpoint: Outbound Call Center (Late Sep 2011)
- I am not IKEA's employee, so it's not my responsibility to follow up on this complaint.
- Interestingly, a guy called me several days later after the 3rd touchpoint.
- He said he'd like to learn more about my experience with IKEA!
- My experience with IKEA?!
- That reminded me of the unpleasant experience with IKEA.
- I immediately asked him to stop the bullshit, and requested him to give me an update of my complaint.
- His reply was amazing!
- He's ONLY responsible for post-sale service follow-up.
- If I'd need help on my complaint, I should talk to someone else!
- He knew nothing about my complaint!

5th touchpoint: Call Center (Late Sep 2011)
- I called the hotline again.
- This time it's not another 25 mins, but within 10.
- But should I be happy with the 15 mins improvement?
- IKEA has just wasted another 10 mins of my life!
- I cut everything short and requested to talk to the supervisor.
- Someone named Sam picked up the phone.
- He said he'd investigate into the matter again, and get back to me soon.

6th touchpoint: Sam from Call Center (Late Sep 2011)
- He's the only one who won't talk shit.
- He's a guy of his word.
- He shared with me the reason why nobody got back to me as promised was because the gal has resigned!
- However, he's helpless!
- Because someone named Philip Wong said it's none of his responsibility!
- His staff couldn't have scratched my floor!
- Oh really?!
- I thanked Sam, but told him I'd try to talk to someone more senior.

7th touchpoint: Martin Lindstrom from LinkedIn
- I located Martin Lindstrom, CEO of IKEA Taiwan
- I shared with him the situation, and he's kind enough to reply.

Dear Daryl,
Only retrieving your message earlier this evening, as all linkedin messages are forwarded to my private email address which I am only reviewing sporadically.
It is difficult for me to have any opinion on the specific case and I am sorry to learn on your frustration in contacting with IKEA in Hong Kong.
To the information received earlier this evening the case is handled and under review by the customer relations team in Hong Kong who are in direct contact with you on this matter.

The team has all your details, and will get back to you separately.

Br
Martin

8th touchpoint: Maria Chiu (mid Oct 2011)
- Maria called.
- She said she's the Customer Relations Manager.
- Martin has helped which I appreciated.
- I shared with her the situation.
- She said she'd investigate into the matter again, and update me later.
- Since I had a few biz trips, I suggested that she should call me a few days later.

9th touchpoint: Maria Chiu (late Oct 2011)
- She did call, but she was not at all helpful.
- She was trying to prove that I was wrong but IKEA was right!
- She told me that what I had shared with her couldn't be possible, because that's not allowed according to IKEA's policy.
- Holy!!!
- She simply drove me crazy!
- She kept telling me not to be unhappy!
- Why would I be unhappy with a crazy woman who couldn't talk sense!?
- Since she so much liked to share with me how IKEA should get things done based on the policy, I asked her about the tipping policy.
- To be more specific, should staff take tips from customers after the assembly services?
- She said no according to the book.
- Then I asked why the 3 staff who did the assembly for me received HK$100 tips from me!?
- She couldn't understand a thing!
- She kept telling me that this was not possible and that was not allowed because of the policy!
- Has she ever visited any client, or she just stays in the air-conditioned office all day doing nothing!?
- Is that what a CR Manager should do!?
- If she does not even understand how your employees interact with end users, how the heck could she support the team to deliver positive experience?
- She's a waste of time!
- Honestly, I do not expect a senior staff to talk shit.
- Since she has problem understanding me, I requested to talk to you directly.

10th touchpoint: CEO of IKEA HK
- I've already updated the situation to Consumer Council.
- One free local newspaper is being copied.
- I'll also connect with more local media.
- This case study will also be shared on Social Media such as Twitter.
- Being a consultant/trainer myself, this will also be used as a case study.
- I appreciate your thoughts back on this.

Broken Link... edIn

Why social media? Because there is social network, and a platform is required to keep the network running.

What is social netowrk? According to Wiki, "a social network is a social structure made of individuals (or organizations) called "nodes," which are tied (connected) by one or more specific types of interdependency, such as friendship, kinship, financial exchange, dislike, sexual relationships, or relationships of beliefs, knowledge or prestige."

What is the difference between social media and business networking? Do people prefer reconnecting with old acquaintances (via Facebook and LinkedIn), or connecting with new friends (via Twitter)?

If social media is a tool for people to build network, then what's the problem with making friends with the so-called strangers? Why people engage actively in social media have to be that defensive and offensive!?

Do you not make friends with strangers at cocktail party? How do you expand your network if you stick with your existing social circle? And if you have no intention to expand your circle, then why involve in social media!? And social media etiquette? Gee...

There are just too many rules... on and off! Live a life for Christ's sake!

How would you react to this!?

Please note: You are now required to enter an email address to send invitations from this page because several recipients of your invitations indicated they don't know you. This safeguard is in place to prevent users from receiving unwanted invitations from people they don't know. You can remove the restriction at any time by indicating that you understand this policy.

LinkingOut!

Experience with Michael Page

Michael Page: Dear Daryl

Experience: Surprisingly, they know your name. Hope it's not another basic function of some email software available everywhere on the street.

Michael Page: Thank you for your interest in the position we recently advertised H473XXX and for your application.

Experience: Oh yes. Thank you for appreciating the efforts. Where is the marketing job?

Michael Page: After careful consideration, I am sorry to advise that your application has not been successful on this occasion. We received a number of applications and many of these demonstrated the specific experience we were seeking for this role.

Experience: Sorry doesn't mean anything... Aha! Everything is simply and only being judged by the resume. How do you screen resume? Using another software? Or simply look at the design and layout of the resume? Or just try to look for big company names in the resume? Do you go through each and every single resume line by line? Aren't you paid to do so? What's your successful job placement rate? Do you care if your so-called right candidate you selected for your client performs or not?

Michael Page: Please do not hesitate to contact us in the future if we advertise a position that is of interest to you. Thank you for your application and may we take this opportunity to wish you well in your future career.

Experience: What's the recruiter's job? Aren't you supposed to source and find the "right" candidate for your client? Now that you have the resume, shouldn't you keep it in the database, and contact the candidate when you find a perfect job for the candidate? Oh yes! Candidates are your products. Companies are your clients. You should care a lot about your clients than your products. Where is Jerry Maguire?

Michael Page: Yours Sincerely,

Michael Page: © Michael Page International.

Derwent Executive

Because of the poor economic climate, I start looking for a job again. Below is the reply from one recruitment agency. Interesting one!

Derwent: Dear Daryl

Experience: This one is better than Manulife... at least they know my name.

Derwent: Reference Number: GXX/1XXX1

Position: Asia Pacific Training Manager - Retail

Thank you for your recent application and the details you provided outlining your employment history in relation to the above position. I have perused your resume in detail but unfortunately, on this occasion you have been unsuccessful.

Experience: I have been unsuccessful... I HAVE BEEN UNSUCCESSFUL!!! Thank you for telling me that I've failed!!!

Derwent: Again, thank you for taking the time to respond to our advertisement. I wish you well in your job search.

Experience: Oh yeah... you wish!

Derwent: Yours sincerely

DERWENT EXECUTIVE

for and on behalf of Xxxxxxxx Heng

Agnes Xxxx
________________________

derwent executive
t. +852 2xxx 1xx1
d. +852 2xx1 8xxx
axxx@derwentexecutive.com.hk
www.derwentexecutive.com.hk

Experience: On behalf of someone? How busy is this Heng!? Well... maybe that's how the world operates. When you have no value, they don't even bother writing back personally.

Derwent: NOTICE
The information contained in this electronic mail message is privileged and confidential, and is intended only for use of the addressee. If you are not the intended recipient, you are hereby notified that any disclosure, reproduction, distribution or other use of this communication is strictly prohibited. If you have received this communication in error, please notify the sender by reply transmission and delete the message without copying or disclosing it.

think before you print - a component of Derwent Executive's enviromental management system

Experience: Will I print out this junk!?

Manulife

This is a letter I received on 23 April from Manulife. Obviously, this is just another junk letter. However, should a company that positions itself as a professional service provider do junk mail?
_________

Manulife: Apr 23, 2009

Dear Manulife Customer,

Experience: They don't even know my name!?

Manulife: Change of Manulife Advisor/MPF Intermediary

Experience: So what is it exactly? Manulife Advisor? Or MPF Intermediary? Gee!!!

Manulife: Policy(ies)/Account(s): 0xx0x0xx-2xx3x6

We would like to advise you that WONG XX XXX, XXXX, who has been serving your policy(ies) or account(s) is no longer registered with our Company. To ensure the continuity of our professional service to you as our valued customer, we have assigned one of our experienced Manulife Advisors/MPF Intermediaries* to serve you:

Name of new Manulife Advisor/MPF Intermediary: MAK SAU XXXX, XXXXXXX
Contact Number: 9XXX XX6X

Experience: I never know that there is this WONG something! And who's this MAK again!? Experienced?! How do I know!?

Manulife: Please be aware that it may not be in your best interest to surrender your policy early or switch your policy to a new one. If you are approached at any time in this regard, please contact Manulife for further follow up.

Experience: Holy! Should I contact Manulfie, or that MAK!???

Manulife: We are confident that you will continue to receive quality service from Manulife and thank you for choosing Manulife to meet your financial needs.

Experience: As far as I could remember, I have never received any quality service from Manulife.

Manulife: If you have any enquiries regarding your policy(ies) or account(s), please contact your new Manulife Advisor/MPF Intermediary or our Customer Service Hotline at 2108 1188.

Experience: If there is MAK, then why again this Customer Service Hotline? Does it imply that I should not rely on MAK for the professional service but Customer Service Hotline!?

Manulife: Yours faithfully,

Manulife (International) Ltd.
Customer Services

Experience: I was expecting MAK to write me this letter, but not Customer Services!

Manulife:* If you prefer to be served by a particular Manulife Advisor/MPF Intermediary for your policy(ies) or account(s), we will organize this upon receipt of your written confirmation.

Experience: Forget about it!

Manulife: This is a computer printout. No signature is required.

Experience: Oh so what!? Am I supposed to sign on a junk letter?

Case Study - HMV

What will happen if there is no music in the world?

Everywhere will be filled with the sound of silence. And silence, implies no communication. Without communication, there is no future. Music is the common language. Turn off the sound of silence. Turn on the sound of music.

Start with lullabies, where they are often sung by parents in calming children, putting them to sleep, or simply spending time with them. Then R&B, Blues, Pop, Rock, and the list goes on and on...

But where to buy the music? Try His Master's Voice, or HMV. The faithful dog and gramophone!

HMV has always sought to offer the widest possible access to music, and to play a pioneering role in the way that music is sold and promoted. There are listening posts with popular CD's loaded into them, and if there is something that the consumer wants to "try before buy," then he or she can ask a member of staff, and the staff will gladly oblige.

Everything is nicely organized. CD's are organized into categories, such as Dance, R&B, Rock, and sometimes subdivided within this. Each section is then organized alphabetically by artist. This minimizes search time, and maximizes shopping experience.

If the record is not in stock, simply ask for the record, and the staff will tap the details into the HMV computer and order in for the consumer. When the record comes in, they will inform the consumer by phone.

It's not just music that HMV sells now. It has expanded to sell more or less every entertainment product that the consumers could think of. HMV is a great place for almost all entertainment needs.

Although it is a tad expensive, the service and range of products provided by HMV is unrivalled.

Convenience is an indispensable ingredient in retail business.

Case Study - Page One

Every book begins with page one. It is a simple fact that everyone knows, but who will pay attention to this obvious?

Page One, a successful bookstore chain in Hong Kong, reminds readers this almost long-forgotten fact, by using "Every book begins with Page One" as their tagline.

Book store sells book, but Page One sells more. It not only sells books, but also their own corporate identity, or brand. Every touchpoint experience they offer to readers is different from that of traditional bookstores. In the old days, they used paper bags for books purchased by customers, in contrast to plastic bags used by most other bookstores. The paper bags were nicely designed. The name card is also different, with die-cut. In terms of store number, they probably do not have the most, but their stores are usually located at prime locations. Its first store was located at Park Lane, Causeway Bay, selling books and magazines on design. Now, there are 4 stores located at Central, Festival Walk at Kowloon Tong, Times Square at Causeway Bay, and The Gateway at Tsim Sha Tsui.

In 2007, they launch their first membership card. Their membership card comes with the theme of "I read therefore I am." The font chosen is unconventional. The quote is modified from a famous statement by Rene Descartes "I think, therefore I am."

There is a long message in the nicely designed card with the membership card: "I know of no other qualities that contribute to the perfection of the mind; for as to the reason or sense, inasmuch as it is that alone which constitutes us men, and distinguishes us from the brutes I am disposed to believe that it is to be found complete in each individual; and on this point to adopt the common opinion of philosophers, who say that the difference of greater and less holds only among the accidents, and not among the forms or matures of individual of the same species."

The message itself is not important, but the way it is presented. The books themselves are not important, but where they can be bought.

Case Study - GOD

The Almighty God is sinless, but what GOD has been doing, is challenging this notion.

GOD, short for Goods of Desire, is a furniture and furnishings company in Hong Kong. Its Chinese name is "to live a better life", which has similar pronunciation of GOD. It is all about creativity. Out-of-the-box thinking helps GOD capture market attention quickly.

Delay no more - that's a very controversial promotional message used by GOD. In English, "delay no more" means don't procrastinate. The message encourages customers to visit GOD without hesitation. But in Cantonese, it means the f word. Is that a warning GOD wants to give to customers who procrastinate? Nobody really knows. What it really means of course is not defined by GOD, but depends on the perception of the audience who reads the message. It is indeed clever marketing communication.

Besides this compelling promotional tactic, they always use the age-old Hongkong culture as their product's theme. Most people feel nostalgia for the good old days, especially the new generation, who actually is stranger to almost every past events. History always touches people's heart.

They always do something others do not dare do. One of their products is about brothel ad. That's rebel with a cause! By going against the norm, it helps GOD stand out from the crowd. More importantly, their marketing approach becomes talk of the town.

People shopping at GOD are mostly business professionals and yuppies, who have expectations on life and living standard. They won't settle for second best. GOD may not be really the best in town, but at least they position themselves as one of the best.

They now have 5 stores located mainly in CBD areas.

The Legend - Leslie Cheung

Known affectionately as "Gor-gor," Leslie Cheung Kwok-Wing, was one of the Chinese-speaking world's most popular artists. Time magazine's Richard Corliss called him, "James Dean with a mean streak, a deeper Johnny Depp."

Born in Hong Kong in 1956, Gor-gor rose to superstardom as a singer with a bad-boy image in the 1980s. He followed up his musical successes with a distinguished film career - often in homosexual roles, which are uncommon in Chinese-language movies.

Leslie announced his retirement in 1989, but he picked up the microphone again in 1996. During his 1999 Passion Tour, Leslie grew his hair to waist length and performed in skirt and red high heels. Although It was bitterly critized by Hong Kong media, the Tour was a huge success.

On 1 April 2003, when many people were playing April Fool's jokes, the legend leapt from the 24th floor of the Hong Kong Mandarin Oriental Hotel. He died at the age of 46.

Leslie's death is the end of an era: one of vanity, youth-worship, image-consciousness, self-indulgence, innocence. It is also an end to, as one of Leslie's best films is entitled, Days Of Being Wild.

Even today, there are few who can equal Gor-gor. He has truly left an indelible mark in the world of entertainment.

Leslie is the most widely adored and admired male diva of the late 20th century. He is forever a legend.

Case Study - Tsui Wah

"Besides money, what can I help you?"

That's how the waiter/waitress at Tsui Wah Restaurant introduces him/herself to the customer. Is that strange? Sure it is, but it is also friendly. Strange is not always bad if it creates a unique selling proposition that touches heart. It is better to impress people at first touchpoint, or better known as first impression, than at a later stage because "well begun, half done." Opening message is always important. It catches people attention when the message is compelling. Positive first touchpoint experience may not necessarily guarantee success, but if it is combined with consistency, then success is only a few steps away.

When people go into a restaurant, they do not only consume food, but also environment and service. The reason why they choose a particular restaurant is either because of past experience or word-of-mouth.

Experience is a personal and unique feeling that an individual senses at every touchpoint. If the experience with the restaurant is positive, then revisiting is very likely. Otherwise, the customer can always pick another restaurant which offers positive experience. Consistent positive experience is a prerequisite for word-of-mouth. People only broadcast when it is worth their efforts.

Retail is about detail, and detail is about every point of interaction, seen and unseen. Customers may value every touchpoint equally, or differently. To a restaurant, food, service, environment, location, and operating hours are the critical touchpoints. Tsui Wah basically excels in all five.

Tsui Wah is truly an innovative restaurant. They launch new products almost every month. Of course they do have signature dishes, but they won't stop there. They try harder, and harder. Of the 5 critical touchpoints, food innovation perhaps is of priority. Service comes next, and then environment. Location and operating hours are convenient. In fact, Tsui Wah has always been the favorite of late night partiers.

The first Tsui Wah was opened in San Po Kwong in 1970s. Now it has 10 outlets around Hong Kong.

Case Study - Aji Ichiban

In Japanese, Aji Ichiban means "the best and superior." But how to be the best and superior? Perhaps Aji Ichiban has the answer.

Aji Ichiban, established in 1993, is a leading confectionery retailer which has been enjoying widespread popularity in Hong Kong. Currently, it operates about 100 outlets located at major shopping centres, housing estates, railway stations, and airport in Hong Kong, such that customers can access it almost wherever they are.

Unlike traditional snacks that are often packed in colorful bags, Aji Ichiban packages products in transparent bags, enabling customers to be aware of how fresh and hygienic the products are. Aji Ichiban has also been taking initiatives in providing a wider range of packaging and product choices. For example, it started to provide individual packaging for preserved fruit since 2001, and launched a new healthy green tea moon cakes during the Mid-Autumn Festival of 2002.

Aji Ichiban aims to provide customers with best products as well as superior shopping experience and after-sales services.

Over the years, Aji Ichiban has received many prizes, such as the "Hong Kong Top Brand", the "Top Ten Business Maker Award" in 1999 and "Superbrand" in 2003, 2004 and 2005.