Last weekend, I had the opportunity to activate my parenting! That’s right, people. I had a situation at home and I saw the opportunity to teach my son about one of my closely held values: Customer service is a right, not a privilege.
To get background details and read the whole story, go to Customer Service is a Family Value at oprah.com
But I did want to take the opportunity on my blog to hand out Chaos Chronicles Certificate of Appreciation to Allen at the Lego Store in Glendale. In a world where most retail outlets have failed to empower their employees to actually make things right when things go wrong, Allen stepped up. He did not recite corporate policy or try to blame the customer. He offered us a gift certificate to sooth our ruffled feathers and reward very loyal, very good customers who had been trapped in Back Order Purgatory for months and months. And, he made one 12 year- old boy feel great. Allen, well done. I hope your company tells you that occasionally, too, Allen. You deserve a raise and a promotion.
Back to the rewriting. No podcast today, but I’ll be back in two weeks with a new show.
Embracing my Chaos, Lian