Randisi & Associates

Pre-Employment Screening Specialists

RANDISI & ASSOCIATES, INC.

410-494-0232
Contact Us
  • Home
  • Services
    • Background Investigations
    • Drug & Alcohol Testing
      • Urine Specimen
      • Oral Fluid Testing
    • QuickApp and QuickApp Pro
  • About Us
    • Why Randisi Associates, Inc.?
    • Testimonials
    • Testimonials in Chesapeake Human Resources
    • Privacy Policy
    • Consumers
  • Resources
    • Marijuana in the Workplace
    • Employment Screening & Drug Testing
    • Negligent Referrals?
    • Interview with Larry Wilner
    • Drug Testing Seminars
  • Partners
  • News
    • Background Checks
    • Business Success
    • Drug Testing
    • Personnel Management
    • Employment News
  • Request A Quote
  • Contact Us
  • Client Login
    • CRL Order Form
  • Payment
You are here: Home / Personnel Management / Is Mediocrity the New Customer Experience?

Is Mediocrity the New Customer Experience?

December 10, 2021 By Jim Randisi

“Is mediocrity the new customer experience?” This article by Shep Hyken contains steps you can take to keep your business humming in spite of this phenomena.

“A friend of the author mentioned how he’s had to wait longer when he called customer support and that there weren’t enough cashiers at the grocery store.

I said, “You are a victim of skimpflation.”

The word skimpflation was introduced recently on NPR’s Planet Money podcast. I’ve already written several articles about this ugly word, and I thought it was time to introduce it here. Skimpflation is a result of rising business costs and the labor shortage caused by what we’ve been calling The Great Resignation, in which employees have chosen to quit their jobs in search of something better. The result is that companies are forced to “skimp” on the quality and service customers have come to expect. It’s not that they want to do it. They have no choice.

I recently went to breakfast at a hotel. There was a line, yet there were a number of open tables. I asked the manager why we couldn’t be seated. He apologized and said they couldn’t staff the dining area properly. Rather than deliver a poor customer service experience, they felt it was better to shut down part of the restaurant. He assured me I would be seated within 10 minutes if I was willing to wait.

It was the perfect explanation.

Three lessons here:

Transparency: The answer was honest. Customers love honesty. It builds trust, credibility, and in some cases like this, empathy.

Information: I was told what to expect. When the manager said it would be 10 minutes, that seemed like a reasonable time to wait. Customers love information. It gives them a feeling that they have some control of the situation. By the way, the manager was true to his word. Actually, we were seated in just eight minutes.

Customer Service: Providing the expected great customer service was more important than serving more people. The manager made a choice. Open up all the tables and get complaints about the service or close off part of the restaurant to maintain the high standard they were known for. Customer service won. As mentioned, it’s what they are known for. No need to taint their reputation because they wanted to fill every seat in the restaurant.

None of us want to wait. None of us want to experience a lower level of service. Unfortunately, that’s typical of what’s happening for many businesses as a result of skimpflation. It’s not something any company wants, but it’s become a reality for some. So, consider the lessons we learned from the restaurant. Customers will overlook certain issues when there’s transparency, a flow of information, and the effort to create an excellent customer service experience.”

James P. Randisi, President of Randisi & Associates, Inc., has since 1999 been helping employers protect their clients, workforce and reputation through implementation of employment screening and drug testing programs. This post does not constitute legal advice. Randisi & Associates, Inc. is not a law firm. Always contact competent employment legal counsel. Mr. Randisi can be contacted by phone at 410.494.0232 or Email: info@randisiandassociates.com or the website at randisiandassociates.com

 

Filed Under: Personnel Management

Testimonials

Video testimonial from Rebecca Yarrison Miller's Minuteman Press Owings … Read More>>

Latest News

  • Do Your Customers Trust You?
  • Tips for Employer Social Media Screening
  • How to Document Workplace Impairment
  • 5 Reasons You Need a Customer Advisory Board
  • Medical Marijuana Users in Safety Sensitive Positions

Afilliate Organizations

Tazworks Concerned CRAs NAPBS

Request A Quote

How can we Randisi and Associates assist your organization with background checks, drug testing and pre-employment screening?


CLICK HERE to Request a Quote or Consultation

Contact Us

Phone: 410.494.0232
Fax: 410.296.6131

1810 – J York Road PNB # 185
Lutherville, MD 21093

Contact Us


CLICK HERE FOR OUR PRIVACY POLICY

Copyright 2020 Randisi & Associates, Inc. All Rights Reserved. Site by SPARKS!

We use cookies to make sure you get the best experience on our website. You can learn more by viewing our Privacy Statement.AcceptPrivacy Policy