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 spiel 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.
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Deliver it like you mean i! Love this one.
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.
*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.
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