Why not talk to the angry young man?I'm at Yours Truly this morning waiting to start a breakfast meeting born out of our AKHIA Seminar (re.: corporate sustainability) last quarter. As I wait I can't stop thinking about something I recently witnessed at The Home Depot.
As usual I was there buying something I had forgotten from a previous trip so I was in a hurry. I was doing the head-down fast walk through the aisle when a guy with a clipboard and shoulder bag approached me and asked if I would mind participating in a satisfaction survey. I politely told him no citing my rush to get in and out. He said 'thank you' and moved on to the next target. A few minutes later I'm in the checkout line and happen to notice a very angry man coming into the store, berating an associate for not knowing their department well enough and saying 'he'll just figure it out himself''.
I turn my head to follow his would be path and end up looking directly into the frightened eyes of the guy who is conducting the intercept surveys. These two are on a collision course - until Mr. Survey turns and books it the other way.
I guess he wasn't interested in finding out about that customer's satisfaction.
What about you? Is your customer satisfaction/feedback program talking to the angry people too? Or is it running down the nearest side aisle?
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6/18/2009 7:52:33 AM
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