Comments on: Steak and Shake Denies Service: How can management overcome this?

By: A Deaf Mom Shares Her World » Steak and Shake–Looks Like This Touched A Nerve

Fri, 23 May 2008 02:52:49 +0000

[...] Slacker Manager: Steak ‘n Shake, How Can Management Overcome This? [...]

By: Kristin

Kristin — Tue, 29 Apr 2008 22:37:14 +0000

It seems a little careless for you to say that the comments that didn’t agree were “snarky.” Try being a little more open-minded when facing issues, you learn a lot more that way.

By: Liz Fuller

Liz Fuller — Wed, 13 Feb 2008 22:32:27 +0000

Hi Phil
This is a really good question. It’s scary how vulnerable big corporations are to their front-line customer service reps – generally the lowest paid, least trained and least loyal (in terms of tenure and attrition) employees that they have.

If one of these people has a bad day and decides to take it out on a customer (as happened here) it can be a huge PR nightmare for the corporation.

As a manager, I am not sure what I would do – other than try to increase the connection of these people to the company and to the customers. If they remember that the customers are real people just like they are (and not the enemy or an inconvenience) they would be less inclined to treat them poorly.

Perhaps rewarding examples of good customer service, through highlighting it, recognition, special parking places, etc. would help instill the right behavior in the culture.

What thoughts do you have?

By: H M Ross

H M Ross — Tue, 12 Feb 2008 00:36:22 +0000

I would call the customer care hotline/headquarters if need be. If the management isn’t willing to do a dang thing, go higher up. It makes me so mad when people are treated poorly.

By: Deaf Mom

Deaf Mom — Thu, 07 Feb 2008 16:45:57 +0000

Phil–thanks for the support!