Give me a 10

If you want a 10, deliver an 11.

If you want a 10, deliver an 11.

Our microwave died. It was built 11 years ago. So we go shopping for a new one.

The main purpose was to check availability and prices. We didn’t really plan on making a purchase tonight. But we found what we were looking for, the price was right, it was available and we had a coupon. Delivery in a few days. In and out in less than 15 minutes. Good experience.

Or so we thought. As we were leaving, we were told about a survey we could complete online. The sales associate showed us the web address on our receipt and proceeded to tell us to rate her a 10. Really? You ask us to rate your service? No. You tell us to rate your service and have the guts┬áspiel prepared to let us know exactly how it’s to be done.

Here’s a novel approach. Allow your guests to rate you based on the level of service they received. You may be in a contest or you may have goals to reach for the month. But don’t tell me that anything less than a 9 out of 10 gets you a zero on the survey.

If you want them to rate you a 10, deliver an 11.

This entry was posted in Great Service, Performance, Reward. Bookmark the permalink.

5 Responses to Give me a 10

  1. jeff noel says:

    Deliver it like you mean i! Love this one.

    • David says:

      At first I was shocked. And then appalled. And then I got a little angry. Then I started laughing. I do not fault the sales associate (I’m not sure that was her title) because this is probably the culture designed by corporate. Was it a way to cheat the system so the employee received some kind of bonus or reward? That’s not the way to do it.

  2. Helen Rhoads says:

    *IF* they were just absolutely gushing, I *MIGHT*… maybe… if they were really gushing that much… tease them about giving me a 10 on the survey. But I would never “tell” a customer what to rate me, but I would be sure they knew what they could get in return for doing the survey…

    • The approach was by the book. I mentioned that I used to work for this particular company when I declined the extended warranty purchase. She looked at me like “you-know-that’s-how-we-make-our-money” and that turned me off further.

  3. Pingback: Start with a 10 | It's All About The Customer

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