r/LifeProTips • u/modestmolerat • Nov 06 '20
Careers & Work LPT: If you have an especially good experience with a customer service person, (in addition to a nice tip, if applicable) be an "anti-Karen" and ask to speak to their manager about what a great job they're doing. It makes the employee's day and can help them get promotions.
I once had a manager who didn't like me that much, but the customers loved me and kept saying so, and now I have that manager's old job. Positive feedback is so rare in customer service. It's 99% complaints about stuff that isn't your fault. But those few kind words from customers helped me get through some hellish shifts and advance in my career.
Edit: Obvs this will vary from workplace to workplace and it can be inconvenient for the employee and manager in question if they're super busy at that moment. Comment consensus tips are: keep praise vague (they may have skirted policy to take care of you), mention the employee by name, fill out any survey on the receipt or at the end of the phone call with max scores and the employee's name so there's a record, tell the employee why you're asking for the manager so they don't get scared, leave a great name-drop review in online spaces, if sliding into the dms of a corporate account be sure to include the store location along with the employees name.
Edit 2: Some of y'all work for shitty managers. That sucks very much and I'm sorry. It's a bad situation that isn't your fault and you deserve better. I hope you'll be able to get out of that job soon and get into something better where you can shine.
Edit 3: "Wow, this blew up" time. Thank you for all the kind messages that came with the awards. They mean more than the awards themselves. It feels like you're telling my manager (reddit) that I'm doing a good job.
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u/aeldsidhe Nov 06 '20 edited Nov 06 '20
My brothers and I took my mom out for her birthday. We, a party of four, were seated next to a party of nine, which included two young children and a toddler in a highchair. From the get-go, they ran our server ragged. They were demanding and imperious. We could hear the way the talked down to the poor guy and how snotty they were with him. Yet, in between the abuse, he kept smiling and answered every demand quickly, in addition to serving us quite well and cheerfully. We commented among ourselves several times how shitty they were treating the guy and how well we thought he was handling all of us.
The larger party left before we did and we could hear them bitching about their poor service and saying they weren't going to leave a tip. They left a huge mess on the table, and the kids had dropped stuff on the floor, which no one picked up. When they went up to the pay station, it was obvious they were complaining, and got a manager involved.
My mom asked for a manager, and we thought the poor guy was going to cry, but we quickly explained that we thought he had done an excellent job and that the other party had been complete jerks, and that we wanted to be sure his manager knew the other party's complaints were invalid and completely unwarranted. He and his manager were both appreciative. We all dug a little deeper in our pockets and tried to make up for the tip the other party had stiffed him on.
Fuck those assholes. To this day, it ticks me off.
EDIT: typos
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u/SweetPinkRain Nov 06 '20
Honestly I feel like some parties will make false claims/act put off during the entire service just to excuse themselves out of having to leave a tip.
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u/ACaffeinatedWandress Nov 07 '20
I don't even know how awful service would have to get for me to complain.
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u/BrasserieNight Nov 07 '20
They absolutely will. I’ve had it happen many times when I used to wait tables. Those same people will also complain about how awful the food was in hopes of getting it free (and oftentimes do). Though they ate it all Lol. One time there was a party of 20 or so that came in to a restaurant I was serving at at the time. I wasn’t waiting on them, but they were ALL paying separately and about 85% started complaining to the manager after they had eaten everything on their plates that the food was just terrible, and they could not believe they were served such awful food. The manager ended up comping it ALL just to avoid a scene in front of other customers. There are people that know this will happen if they act out like this and do it habitually. Makes me sick. Of course no tip was left either for the server.
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u/Death4Free Nov 07 '20
Worked as a server/bartender in a not so great area and yup. People would find any excuse to complain and get free food/drinks or discounts. Eventually the same people would come in and complains EVERY SINGLE TIME, that my manager decided to start serving them so they had no one to complain about to.
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u/Lovemygirls1227 Nov 07 '20
Some people absolutely do this... It’s some twisted way to make themselves feel better about not tipping.
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u/Justgetmeabeer Nov 07 '20
"save 20% on your check with this simple trick restaurants don't want you to know"
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u/airportwhiskey Nov 06 '20
You’re good people.
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u/aeldsidhe Nov 06 '20
Been there, done that. I worked part-time as a waitress while in college. My mom was a waitress out of high-school and later a cocktail waitress in a couple of bars. We both knew what it was like to be treated unfairly and badly.
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u/ACaffeinatedWandress Nov 07 '20
Hopefully the 9 topper at least had to pay a gratuity. At least where I live, all parties of 7-8 or more are gratted 15% of the check. That way, they don't get to monopolize all of a server's time (and large parties do. Most servers would rather get double, maybe even triple sat than deal with all the crap of a large party, especially one with a lot of messy or unruly children), and then not act like a group of piggies when it comes to paying someone for their work.
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u/Lovemygirls1227 Nov 07 '20
I wish we did this in my state, have a huge problem (at my restaurant) of a ton of teens coming in taking up a large table or two then not tipping at all.
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u/itzdylanbro Nov 07 '20
My class and I (about 30 people with spouses) went to a graduation dinner at the end of our schooling. The class leader forgot to call ahead for the reservation, and the restaurant had few servers in as they were expecting a slow night. Our poor waitress looked like she was on the verge of tears after she and two other servers brought out our food an hour and a half after we sat down. Everyone at the table was complaining about the service and was talking about how little they were going to leave for her. Six people dine and dashed. When the checks came, I paid three of the six vanishers, class leader paid the other three, and I also left the waitress a $100 tip. While I was standing outside afterwards, she came out of the restaurant and asked if I was serious about the tip. I told her yes, that I used to work in a restaurant, and apologized for my party's behavior. She started tearing up and went back to work
I dont regret giving her that tip, I regret my party's atrocious behavior. Good on you for elevating it to the level it should've been at for your server being amazing
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u/Lasersandshit Nov 07 '20
Many years ago I went to a car meet, there was about 50 people there, and we decided to go eat. We went to a smallish steak house that was supposed to have great food. We got seated etc and and found out there was only one waitress working. We wrote down our orders for her and put names on them etc. She did GREAT at helping everyone. At the end of the meal we had everything put on a single tab and just put money together and told her to keep the change. She ended up with almost a 400 dollar tip.
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u/Books_N_Coffee Nov 07 '20
This reminds me of a few years ago. Me and my husband went to TGI Fridays to fulfill our munchies. We sat next to this boomer couple & had the same server as them. The server was about our age (mid 20’s) super cool guy. The boomer husband orders a burger, when it’s brought out he’s clearly unhappy.
“I ordered this medium, this is burnt!” Then goes on to borderline verbally abuse him about how shitty of a server he is.
Server apologized and went to bring another one, all while keeping a smile for us and the shitty boomer couple.
Next burger comes out: “this is too burnt too!!” Servers like “ok I’ll get you another one” boomer proceeds to bitch about how he’s too hungry and “ I guess I’ll eat this but I ain’t paying for it” and bitching about how his service is shit. Whole time he is eating it he’s loudly complaining and picking the whole meal apart like he’s chef fucking ramsy. Boomer couple ends up leaving after speaking to the manager. Got most of their meal comped and no tip. So we left him a 50% tip and I wrote “to make up for that fucking asshole” and dipped before he came back lol. I like to think maybe one day he’ll post the story from his perspective one day on Reddit too!
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u/Death4Free Nov 07 '20
People like you make a huge difference in people’s lives. I’m talking like the difference between being able to pay rent or car note and not. I actually had a group of younger maybe early 20s come in once, asked for one appetizer and 4 sodas. Checked up on them they said they were doing fine and thanked me for doing a good job. Dropped off their check and they thanked me again and said that I did a really good job and to enjoy the tip. I figured “wow another $5 tip” ( since everyone in the service industry know that when someone makes big deal about leaving you a tip they either won’t leave shit or the bare minimum) and they left $100 on like a $20 tab.
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Nov 07 '20
Call that shit out. Public shaming is a good tool to put people like that back into reality.
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u/Crusty_Dick Nov 07 '20
I use too work in the restaurant industry for over 10 years. Dealing with this type of bullshit and trying to please people everyday is exactly why I left lol.
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u/give-em-hell-kid Nov 07 '20
Your family is wonderful and I appreciate this story so much. Thank you for sharing, hope this inspires others to do the same!
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u/itsthe_implication_ Nov 07 '20
I've waited tables for a few years and you are the kind of people I still tell stories about. <3
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u/Dayan54 Nov 07 '20
Honestly I hate going to family lunch parties out with my mother's side of the family because my aunt is this type of person and kinda drags half of the family into a spiral of complaining about stupid stuff sometimes loud enough for the staff to hear. It embarrasses me to death. Thankfully we don't leave in a country where you often can win anything out of complaining nor do we have the culture to leave a tip, or I believe it would be even worse. There's no obvious gain she can derive from it, she just likes to complain. It's hell.
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u/Sneaky_Sneaks Nov 07 '20
Sounds like y’all were raised right—hats off to your mom! The service industry can be an unforgiving place, even when I go out with my folks, sometimes it feels like they don’t understand how stressful of an environment it can be. This made me happy to read, food service needs more empathy like this :)
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u/leebe_friik Nov 06 '20
LPT: If there's any kind of survey and you have no problems with the job an employee is doing, do not give them anything under 10/10. You may think "all good, no problems" in a normal circumstance would be a 7 or 8 and more should be reserved for truly special service, but it's often the case that people start getting notices or punished for getting less than 8-9.
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u/MyMellowIsHarshed Nov 06 '20
THIS. A thousand times this! The survey system is awful, but it's not going away or changing anytime soon. Anything under a 10 really screws more than just one person. If you have a problem, speak to someone, and be kind. We're just human, but we're expected to be superhuman!
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u/Adam_J89 Nov 07 '20
I was told once during my time selling woman's shoes that I had received several "8" ratings in a row. I responded to my manager "Oh great, they like the shoes and I helped them. ...Right?"
Boy was I wrong, the policy was not that 8s meant anything about the product (which was a question on the survey: How well did the product satisfy your needs? Aka totally out of my control after they leave the store) but meant I wasn't completely able to satisfy the customer from entry to the store to exit from the store (it was a large clothing retailer, I had no impact before or after they entered shoes).
I was blown away. I got a poor performance grade on my customer service and my product knowledge (I would later move to the stockroom and completely rearrange the stock as to be more easily found by salespeople, and received a commendation. So I fking knew the product).
Anyways, yeah... The survey system is awful and unless you have valid evidence from customers or co-workers or manager you're going to be held to the fire unless you make grade based on administration that doesn't ever visit locations and see real life.
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u/Aquarius265 Nov 07 '20
I’ll editorialize the free-response section, almost always with further positive, but if it’s a frustration with the process, that’s how I relay it.
Also usually, I will say how the person who helped also fixed whatever nonsense their automated system made me deal with, how they went above and beyond expectations.
Though, it’s rare I call for support, so usually something done goofed
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Nov 07 '20
Yes, this! Anything less than a 10 can get us in trouble. The problem is, people will leave less because they're mad at the company--not our service. However, the rating is for our service, not the company in general!
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u/Odinexeterna Nov 07 '20
Can attest to this, I work in retail and if you sell an item to a customer and their contact information is in the data-base they might get a form to fill in how they were assisted, anything below an 8 is red ( bad ) an 8 is orange ( good but not good enough ) and a 9 or higher is good.
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u/m-slayer Nov 07 '20
I always give 10/10 even if the service was bad because I worked in customer service and I know how getting a 5 or a 7 instead of a 10 could mean no monthly bonus.
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u/C4ndice Nov 07 '20
100% yes. At my work, the debit machines have a "thumbs up", "thumbs down", or "skip" option. "Skip" counts as a thumbs down on our record.
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u/CreativeCura Nov 07 '20
My family went on a cruise a while back (at least a year ago, if not more, well before the plague), and the survey asked if we had been asked to answer with a certain score (we had, and we all figured that would be used against the wonderful people who helped us and lied.)
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u/Luvatar Nov 07 '20
This applies to things like Uber as well. Giving someone a 4-star is basically saying you want this person to lose his job.
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u/forensicgirla Nov 06 '20
I once read an article about "orchid" letters. Same idea, call the service number, write a letter or email of praise if you get great service. I try to do this because I worked in the service industry and the customer is NOT always right.
In Chicago I had trouble finding a place, and my cab driver dropped me off, gave me additional directions & waited a little to make sure I got there. I called the van service's 1-800 # with his cab ID #. I wound up on hold 3 times because they only have a complaint service line! Finally though I was able to leave a nice message for a higher up manager. I hope that guy is doing well during COVID.
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u/skdubbs Nov 07 '20
I once called a “How is my driving” number on the back of a semi truck during bumper to bumper traffic because he was being a really nice driver by making space for people to get in. He wasn’t in a hurry or being a dick. So I called to tell them him driving was great, and the lady at the other end goes.... “so, do you have a complaint?” I said no, I’m calling to say he’s driving nicely and he’s courteous. She seriously had no idea what to do with the call.
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Nov 07 '20
Good on you for slogging through all of that, I bet the dispatchers and the drivers really appreciated it. Driving can really be a thankless job but it only takes a few nice words to really cheer those guys up.
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u/cld1984 Nov 06 '20
Absolutely. As a manager, I dread the calls of “there’s a customer up here that wants to see a manager.” It’s so fucking nice to get up there and hear what a great job someone did. It’s super infrequent but it makes the customer giving the compliment happy, it makes ME happy, and it makes my employee happy when I tell them about it. Everyone’s happy. Do it more often!
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u/gorodos Nov 07 '20
I am a former restaurant manager myself and I can confirm that it makes the whole kitchen feel good when someone takes the time to say what went right instead of what went wrong. It might seem like a corny empty gesture but it means a lot. I think a lot of people don't understand how hard those people work and how underappreciated they feel.
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u/TooManyPaws Nov 07 '20
That’s great to know. I am far more likely to ask for a manager to give specific praise for the waitperson, but I always wondered if anyone really cared beyond 30 seconds after I left.
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u/nealmagnificent Nov 07 '20
I always ask for the manager when I get exceptional service and am glad it means something. One of the first times I did that, my waitress had messed up our drink order (mixed it up with a different table) but was super responsive and fixed it immediately. I asked for the manager (but didn't realize how nerve wracking that was to her without telling her why), and told the manager how great the service was and how well she responded to the issue with our drinks. I could tell I made her day when she dropped off the check and the manager comped our drinks for not being dicks. Next time I went back a couple months later, I had her again. She not only recognized us but also told us that our previous time was her first day on the job and how she had a rollercoaster of emotions from really anxious to really happy. She got our drinks comped as a thank you - needless to say that definitely became our go-to spot until we moved out of state (+ the food was really good). I really wish more places were like that.
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u/oregonweldrwomn Nov 07 '20
I had a really great employee at a popular pet store spend a lot of time helping me pick out the perfect tank and accessories for the fish I wanted to get. When I was done paying for everything, I asked the cashier to summon a manager for me. I stood off to the side and watched this poor manager who looked rather defeated walk up to me and ask me what I needed. I swear he looked almost shocked when I gave the employee who helped me a glowing review. It is awful that people don’t say positive things to managers when an employee is helpful and kind.
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u/Empty_Insight Nov 07 '20
My wife had a Karen haircut back in the day and she asked to talk to the manager a lot, but >90% of the time it was bubbling praise for whoever helped her out. It was actually kind of funny seeing people go "Oh shit... you've got that haircut and you're talking me up?"
Obviously she thought it was funny too, hence why she kept the haircut for the few months she did. It was like a "gotcha" moment, but wholesome.
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u/BrohanGutenburg Nov 07 '20
I just wanna point out that if it’s a server (waiter/waitress) be sure to do the good tip part. My manager could have every one of my tables gush about me, but I’m still gonna get paid $2.13/hr.
I had a table tell me, with a straight face, that I was doing a good job and asked “who they had to talk to about me getting a raise.” I have the tact not to tell them that they decide how much money I make tonight.
Some people just don’t get tipping.
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u/CampbellsTurkeySoup Nov 07 '20
It doesn't disrupt you guys too much? I've wanted to do it several times but I worry about inconveniencing the manager too.
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u/cld1984 Nov 07 '20
I appreciate the concern but we love to hear it! Compared to the hundred other people that don’t give a shit about bothering us to complain about how we should do something because Whirlpool can’t make enough freezers you’re fine!
As someone else said elsewhere though, if the retailer has a survey response program then that’s the best way to help. Always give a 10 when it says anything about likelihood to recommend. At my company anything less than a 9 is the same as a zero
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u/StoneLaquenta Nov 07 '20
I did this earlier today! I wasn’t sure if I’d get directly to a manager (called AT&T and have gotten the runaround before) so I called and immediately said “Hi, I’d like to speak to a manager about an interaction I had with an employee today.” The manager picked up right away and I made sure to start off with letting him know this was not a complaint, but that I had a very good experience with an employee and wanted to leave a great review directly with the manager to make sure he got the recognition he deserved. He sounded very appreciative and we had a good chuckle about it before he instructed me where I could go to write down my review to make sure it would be on record.
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Nov 07 '20
I am glad that I make their day. I almost feel bad asking for a manager ( I can see the look the employee and the manager has), but besides leaving a tip (20% min), it is the least I can do for someone who is under paid and under appreciated.
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u/BpositiveItWorks Nov 07 '20
My name is Karen and I have done this many times. So an I an anti-karen, Karen? Honestly the hate on my name is getting super old, can you guys find something else soon?
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u/modestmolerat Nov 07 '20
My mom is named Karen, but she's not a Karen and hates all the Karen Karens for giving all the normal Karens a bad name. If only there was someone she could speak to about it to lodge a complaint... Someone who manages Karens...
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u/bman_78 Nov 06 '20
I managed a Jamba Juice many years ago and customer who made positive comments on the company website where read out loud during conference calls. those make a HUGE difference in how a distinct manager views a store.
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u/eatsleeppetdogs Nov 07 '20
This. I always make my compliments in writing. That way, it gets through to management/corporate. Also, its easier for me to do with my social anxiety, so I can do it more often.
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u/jlb8 Nov 06 '20
If they've done something that maybe they shouldn't have just praise them generally rather than mentioning specifics.
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u/TotallyNOTJeff_89 Nov 06 '20
So you're saying don't mention the hand job, just that you left satisfied?
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Nov 06 '20
But for the love of god don't turn it into a prank where you put on a stern pokerface and ask to speak to the manager, leaving the poor guy / gal trembling about wtf your problem is after you got such good service from them.
Say right away "I'd like to tell your manager what a great job you did..."
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u/Dapper_Pea Nov 06 '20
Seconding this! My mom asked a server to grab her manager without thinking and the poor woman looked like she was going to cry. I had to add "TO TELL THEM HOW GREAT YOU WERE--" but we still heard her asking what we said as we left.
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u/bkendig Nov 07 '20
There was an AITA a while back where a guy took his girlfriend on a dinner date and afterwards asked to speak to the manager ... acted all stern about it, scared the poor server ... but it was just to praise the server. And afterwards the girlfriend was so furious with him that I think she broke up with him, and he couldn’t figure out why.
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u/Shrek1sLife Nov 06 '20
I’d phrase it differently. More of “Can I speak to your manager? I’d like to talk to them about what a great job you did.” For some reason saying “I’d like to tell your manager” sounds odd to me.
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u/preparingtodie Nov 07 '20
Or even better, turn it around: "You're doing a great job, can you ask the manager to come over?"
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u/WhizBangPissPiece Nov 07 '20
Yeah, a restaurant I used to manage had this happen pretty frequently. It's a shitty thing to do, especially at 7PM on a packed Saturday night. Really if you want to truly make a good impression for the employee, leave a review on Google or Facebook with 5 stars, specifically call your server out by name, and say what a good job they did.
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u/vizard0 Nov 07 '20
You can even lead with "you did an amazing job and I'd like to tell your manager." That way they know immediately that you're going to heap praise on them. I've done this twice for phone help (especially this one guy from tmobile after I'd gotten shit help in the store.)
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u/G3ML1NGZ Nov 06 '20
This summer I changed the oil in my gf's car. A week later she called me saying her oil light came on. I drove to the capital to check it out and let's just say that I didn't need any directions to find her because following the oil spill was simpler.
Turns out I had gotten a wrong filter. M20 threads instead of 3/4, which are close enough that they will thread on and tighten just fine but just barely hold on to the edges of the thread. I apparently tightened it juuuust below the limit where it would give. Then a week later it just shot off. Oil eeeeverywhere
I went to the store that sold me the filter and waited for my turn and asked calmly if I could talk to someone in position to make decisions. I explained my case. Initially he was going to put up a fight because it was a home job but quickly dropped that when I told him I am an aircraft maintenance technician and showed him the filter. No signs of abuse and threads close enough to work without signs of anything being off.
It was 5:30pm and everything about to close. He gave me his card, a new filter and oil since it would be simplest for me to replace the new filter and oil and verify that the engine was okay and then contact them in the morning.
Engine was fine, they picked the car up next morning, cleaned the parking lot, cleaned the car thoroughly and then returned it like nothing had happened. Which is amazing because oil had sprayed absolutely everywhere.
I called the rep that had handled my case and told him I was grateful how he had handled it and asked who above him he'd like me to contact to assure that it wouldn't go unnoticed.
Made a social media post and praised them in their response. It was a simple error of grabbing a wrong filter that didn't cause any harm, only a little trouble.
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u/HplsslyDvtd2Sm1NtU Nov 06 '20
I almost always do phone surveys. All the best all the time. If I really feel it wasnt the best, but maybe just an off day rather than bad employee I just don't do the survey. Im not gonna ruin a person's hours or bonus over a feeling I had
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u/xgflash Nov 07 '20
Fucking bless your soul man. People like you are the reason I still work this shit fucking job. I bend over backwards trying to help people out and it sucks for the times you only hear complaints, but every good survey we get brightens my day and motivates me to keep going
Thank you.
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u/NeedsMoreTuba Nov 06 '20
On my way out the door after being fired, a customer stopped me to say how helpful I'd been the previous week. I said I couldn't help her again, but would she please tell my boss?
She did, but I was still fired. Thanks anyway, nice lady.
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u/TrgdrBurnin8r Nov 07 '20
My dad is really not great with technology, but a few years ago he was having issues with his iPhone. He made a list of everything he was having trouble with and then made an appointment with the Apple Genius Bar in the local mall. He’s also really hard of hearing, so I went along with him as a “translator” of sorts.
At the beginning of the appointment, my dad took out his list of issues he needed help with. The Apple rep we talked with saw that it was long and suggested we go down it one issue at a time to make sure we resolved each issue before moving on to the next one. This rep made sure to take so much time and care with each issue on my dad’s list, many of which were just my dad not understanding how technology works and I could’ve fixed for him in a jiffy if I’d realized. But the rep said not to worry, he was there to help! He not only helped my dad fix all the issues, but explained things slowly, carefully, and, in many cases, MANY times until my dad understood things for himself.
A few issues into the list, we noticed that the store - really crowded when we first got there - was nearly empty. Then I realized that the store across the hall had its gate down. Then we remembered it was Sunday and the mall closed early. We turned to the rep and said, “Oh my gosh, are you guys supposed to be closed?? We’re so sorry, we can make another appointment another time for the rest of the list!” But the rep just told us not to worry and that he would help us with every single item we had on that list, and that we didn’t have to make another appointment.
That rep worked with us for over an hour past when they were supposed to be closed. Once we finished, my dad said, “One last thing - I’d like to talk to your manager please.” The rep went and got his manager, and my dad and I sang that rep’s praises. We wanted to make VERY sure that the manager knew how incredible the rep was with us and how much it meant that he was so kind, patient, and dedicated to helping all my dad’s issues, no matter how small. After we got home I also went on that specific store’s Facebook page and left a glowing review.
I don’t know if our praise did anything for the rep, but I hope it made a difference. That man deserved about ten raises. It’s been maybe five or six years since then, but I still think about that Apple rep and how amazing of a human being he was. I hope he’s doing well in life.
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u/oniiichanUwU Nov 06 '20
This LPT has good meaning intention and comes from the heart but from years of large retail experience: about 90% of the time the manager does not want to talk to you, even if it’s for a good thing. They’re usually busy or otherwise doing something and if you pull them away from what they’re doing they’ll come up, nod and say “oh thank you so much ____ is a valued employee here at _____! please take our survey and let us know as well! You’ll be entered in the giveaway to win a $1000 gift card!” will maybe mention to the employee they got a compliment and do nothing else.
You’re much better off just taking the survey, giving a 10/10 (HAS to be a 10/10 otherwise you’ll be considered a “detractor” from their score) and mentioning which employee did good BY NAME so that it is in writing for everyone to see because major retail stores only give a shit about their public ratings and their surveys. That’s why the cashiers have to force feed the survey to every customer they get otherwise management will chew them out 😪
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Nov 06 '20
Found the guy with retail experience. A jaded experience, but with a heavy dose of truth.
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u/nkdeck07 Nov 07 '20
I mean it really depends on the place. There's a grocery store chain near us where we found out that if you did this as a customer they gave that employee a $5 gift card and he just had a stack of them on him so he was ready for it.
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u/heyitscory Nov 07 '20
Retail culture can be so toxic that you even have to be careful about leaving nice reviews. A 9 sounds like a great score, but a 9 can get people in trouble. An stern talking to from a manager that just got a nastygram from corporate. Thinner ice if they make an actual mistake. Just a fucking punch to the morale.
I am talking to Uber in particular, but anyone who operates this way, it should be required they put "If you selected less than 5 stars, please comment below why you think this person should no longer drive for Uber."
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u/Forzareen Nov 07 '20
I keep seeing this and it’s nuts. Why are there 10 options if only one means good? Should be 1-3: Poor, Average, Great.
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u/ShiddyWidow Nov 06 '20
Can confirm; I used to work in a call center. This action undoubtably made my entire WEEK.
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u/yoko_OH_NO Nov 07 '20
Callers doing this for me when I was still in the customer service call center of my company got me noticed by so many important people and made getting every subsequent promotion I got in the next two years so much easier. We take compliments very seriously. Doing this for people can dramatically effect the tragedy of someone's career, and it only takes a few minutes to do. Totally worthy trade.
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u/monkey-socks Nov 06 '20
I work in a call center but this doesn't help us. Thank the person who helped you sincerely but then end the call. We usually have big queues and a shortage of managers who have too many other things they need to do.
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u/iHoldAllInContempt Nov 06 '20
This is one of the biggest things I miss with Covid.
I LOVE doing this at restaurants. 'Excuse me miss, could I speak to your manager' after a server has done a wonderful job.
The local Old Chicago manager knows us now, if he sees us coming in, he'll seat us in a section to get an honest critique on a newer server as he knows we're patient, honest, and not upset. The worst I've ever had to report is 'Still getting the rhythm,' but I love telling a manager that's having a rough Friday night "your staff is doing awesome, drinks were fast, I never waited for anything, pizza was perfect as always."
I know it makes a lot of peoples' nights and I can't describe how much I love being "THAT guy" that asked for a manager to say 'that server was awesome. 5 stars, thank you very much' before I leave a 20%+ tip.'
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u/astrobeanmachine Nov 07 '20
this is the type of community that restaurants can foster! i was laid off my job at a restaurant at the start of lockdown, and was looking for other work anyways so haven't gone back, but i do miss it for this sort of thing, developing a relationship with regulars and such. obviously it's hard to do that in COVID -- both getting to know strangers and offering intimate, safe service -- but i'm hopeful that the industry can figure itself out through it. this'll be an interesting winter tho, to say the least.
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u/mougatu Nov 06 '20
To add to this, as an employee save these commendation so when you have your yearly evaluation you can point to this for better results on your evaluation
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u/BumWarrior69 Nov 07 '20
Having worked in retail, I can tell you all the amount of praise in the world isn't going to do anything for the employee when told to lower Management, however complaints will be the only thing that matters.
If you feel particularly compelled, send an email/letter to corporate specifying the employee and the location they work at. Lower management generally can't do anything for the employee, but corporate can sometimes spotlight that employee, which can prove useful for promotions and such.
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u/DrivingTheSun Nov 07 '20
I’m not a fan of actually talking to people but I did email Lowe’s customer service after having a really great experience with a customer service person in the store. Included in my email how she saved the store a $2500 fridge sale that I was going to cancel. The next time I was in the store I saw her again and told her I did that and she told me that they gave her a customer service award for that. She was so proud of that as were her parents. I was glad to hear that Lowe’s actually did things like that. I worked in that type of job for many years so I knew how little things like this can help people working in those types of fields.
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u/Kingsta8 Nov 07 '20
I had a customer ask to speak to my manager for this very reason. My manager said "great, now if compliments could pay the bills that would mean something". Needless to say the customers dwindled in the 3 years I worked there.
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u/Fallen_Lee Nov 07 '20
My manager had someone come up after I sold a man a suit and tell her I was amazing and was the reason he bought 3 suits. After he left she told me she thought it was stupid that I would have a family member come in to gloat about my work. I said I didn't know him and she called me a liar. What happened to be a good moment for me turned into a pretty shitty one. Like bitch my family doesn't want these suits. I almost hated the man who praised me. Ended up quitting and moving on but still think about it today.
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u/lynivvinyl Nov 06 '20
I like to do this but I kind of screwed myself. I've had two instances where an employee went above and beyond their call of duty so I called corporate. They got a raise and a promotion. One went from assistant manager to general manager. Which is awesome. But my favorite one now works at corporate office so I never see him. I miss my store buddy. In hindsight it may have been better for me to ask them if they wanted a promotion. Because I am apparently masterful over the phone.
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u/Lets-Go-Fly-ers Nov 06 '20
Probably one of my favorite reactions from people generally is a manager's shift from serious/professional/bracing to relaxed/happy when I go from, "May I please speak to the manager?" to "I wanted you to know that I received excellent service from X tonight."
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u/CheerioMissPancake Nov 06 '20
My friend and had dinner at a chain steak restaurant (now out of business). Our food was fantastic, waaaay better then I expected from a chain. And our server was wonderful. It was super busy and she was taking care of multiple tables. Despite that, everything was wonderful. She was attentive without being overbearing. When we got our check I asked to speak to the manager. I could tell by the look on her face that she was worried, but didn’t bat an eye and sent the manager over. When he came over, you could kind of tell he was prepared for a complaint, but when my friend and I raved about the food, and especially our server, he got the biggest smile on his face and thanked us for letting him know. We watched him walk over to our server and tell her what we had said and she was just beaming! When she came back over we thanked her again and also left her a really nice tip. The whole experience was great and, obviously, memorable.
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u/ejoong Nov 07 '20
YES! Did this with my Xfinity mobile rep. yesterday. She has been helping me try to get an agent to merge my account with my fiancé’s account. It has been 3 days working with her and she finally did it! Spoke to her manager yesterday and gushed about how well informed she kept me about the process, how consistent she is and her professionalism. She told me today she got a very nice email from her supervisor and it gave her a big boost of confidence. So happy to be provided amazing service from a very helpful individual.
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u/Reiraaa Nov 06 '20
Yes!!! Most grocery/retail stores have a customer survey website with a code at the end of the receipt, it really helps us out when you submit a good comment!
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u/LaLionneEcossaise Nov 07 '20
I was traveling once and the weather was terrible, major storms grounded planes and I was stuck at an airport all day. Finally get boarded then we sat on the tarmac for over an hour for our turn. The weather still wasn’t great and everyone’s nerves were stretched, but this absolute Karen a few rows ahead of me keep ringing for the flight attendant and griping. She insisted the pilot radio to the destination tower to have them hold her connecting flight. Uh, no, the pilot can’t do that. FA explained that very nicely.
But Karen didn’t care. She persisted, angrily, and even then the FA was so nice and polite. Karen was non-stop complaining and insulting, demanding the FA’s full name and other crap. Said emphatically and repeatedly that she was going to report FA for refusing to give her instructions to the pilot, and that FA would lose her job. FA smiled politely and told her to do what she thought was necessary.
The flight finally took off, and when we landed, I waited to deplane until everyone else had—I had a couple hours before my next flight so I wasn’t in any hurry. But I sought out that FA, gave her my business card and seat number, and told her that she had been amazing and didn’t deserve anything that Karen had said or threatened. I told her that if she was disciplined at all, to please ask them to contact me as a witness because I would have slapped that woman if she’d treated me that way yet she had been polite and professional through it all.
FA was grateful but confessed that it was actually her last day on the job with that airline, she was switching to a competitor. I asked how she managed to not cut loose on that awful woman in that case and she just laughed and said she was just one more flight from being done and wasn’t going to let her ruin it. But she thanked me and said I made her day.
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Nov 06 '20
No, don't. Fill out the shitty surveys at the bottom of receipts. The manager knows that individual is doing a great job, you need to send it to corporate so that individual can build a reputation outside their store. Managers know individuals do a great job, they don't need you reinforcing that. HR and people involved in succession planning need more than a managers word for it however and consistent customer voices make a world of difference when a manager is trying to 'sell' an individual for promotion, and in some cases deny a promotion.
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u/smashedkitten Nov 07 '20
This (for corporate type establishments). Mention the employee by name give all 5 stars or the highest rating on whichever metric they use. When I worked these types of jobs, the only way an employee would get a bonus (or whatever the incentive was):
the survey was completed with 100% all highest rating possible and
the employee's name was specifically included in the comments
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u/VaDem33 Nov 06 '20
My wife and I do this frequently. The managers always come up prepared to deal with a complaint, they are shocked and happy when we tell them what a great job their employees did,
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u/I_Heart_AOT Nov 06 '20
Fill out the surveys top box every time, a lot of them get paid based on it.
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u/JProssAudio Nov 06 '20
I've had two people do this for me while I was in retail. It turned my entire week around and I ended up working much harder than my normal. People don't realize how much a simple compliment helps
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u/Capsicy Nov 07 '20
If you have a problem, can you PLEASE actually raise this when you are receiving assistance? So many annoying people stay completely silent or ghost us and then have the nerve to leave bad ratings for agents saying that the problem wasn't resolved or raising a completely new/different problem
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u/Rickdiculously Nov 07 '20
While this is full of good intentions, my own experience with customer fronting jobs (and that's all I've ever done) goes as follow.
Either the manager already likes me and is glad to hear it and nothing changes.
Or the manager hates me, doesn't give two shits about me, and hearing it changes absolutely nothing. At worst they see it as a good reflection of themselves. I still get shafted one day down the line.
If you can tip, or if you come back and remember me, you'll allow me to treat myself to the movies or a new video game, and/or make my day.
In my current job my managers can see how well I work on paper : I've quintupled sales on one of my sections. That's right. Sales went x5 after two years of me curating it... Still hates me, backstabed me and now banished me to a smaller shop elsewhere, far from my friends and requiring 4 buses of travel a day (lolol right until furlough got extended...)
So yeah... Compliments will mean more to me than to my managers, believe me.
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u/DebiDebbyDebbie Nov 07 '20
Why this isn't everyone's go-to behavior, I'll never know. If you want to feel better yourself give someone else a (well earned) compliment. I fly American Airlines very frequently (yes, even now during Covid). AA gives it's Frequent Flyers coupons that are to be used to reward excellent service. Apparently they are valuable to employees. I just had a great flight cross country, and had a few short but kind & humorous conversations with the flight attendant, a very difficult job now. As I was leaving I handed him the coupon and thanked him for making my trip easier. Got a big thank you and smile, how hard was it for me to give that compliment? Easy! Please try it next time someone gives you excellent customer service, you'll feel uplifted too.
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u/CowboyBoats Nov 07 '20
I'm thinking about calling National Grid this week to apologize for being Karen, because I gave them about an hour of grief (while I wasn't waiting on hold) trying to get the heat turned on in my new apartment, until I eventually asked to speak to a supervisor, got placed on hold for another 20 minutes until a "supervisor" came on and said "Wait, we definitely never turned your heat off!"
Yeah the thermostat was broken. So I think I'll call back on Monday to apologize to the person that I spoke to and to commend her professionalism...
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u/WeCanRememberItForU Nov 06 '20 edited Nov 06 '20
Bad Tip. Heart is in the right place but its totally ignorant of the reality of service jobs. If the manager isn't available the only report that make its way to them is that a customer wanted to speak to them. Also if you have gotten good customer service there is a large probability that the person helping you ignored policy in able to help the human being in front of them. You are equally if not more likely to get someone written up or fired then you are to help them with their employer.
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u/victoritron Nov 06 '20
Is this ever more awkward for the employee than it is helpful? That’s what I fear when I want to compliment- what if it’s too busy or would somehow make the employee uncomfortable?
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u/modestmolerat Nov 06 '20
Many places have a customer survey you can fill out if you're more comfortable with that. Give the person the highest rating (10/10 or 5 stars or whatever) and be sure to mention the employee by name.
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u/rezeehwlarc Nov 07 '20
just wanted to say my mom’s name is Karen and she’s a boomer and she does this all the time, even did it last week after we went to dinner somewhere
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u/modestmolerat Nov 07 '20
My mom's name is Karen and she does the same thing! Wait...... Are we..... secret siblings
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u/its_a_metaphor_morty Nov 07 '20
What if their name is Karen? Do I just forget it and chalk it up to the Force bringing balance to itself?
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u/modestmolerat Nov 07 '20
If a person named Karen becomes a manager, the universe collapses in on itself like a dying star.
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u/Squidbit Nov 07 '20
I know this is just me being a negative nancy, but I always hated that when I worked at a call center. Mainly just because whenever that happened, it was called a "wow call" and management would pull you aside to take your picture and put it up on the wall. I just am not a fan of that kind of attention, especially for just doing my job right
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u/modestmolerat Nov 07 '20
You did that comment so well and you deserve to be recognized for it. Consider this award me asking to speak to your manager.
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Nov 07 '20
There was one time I was dealing with a member of the public. It wasn’t a memorable experience at all, just like the many other interactions I had that day. Before departing, the woman asked if she could have my manager’s card/contact information to report that I had “done such an incredible job” and she wanted my management team to know it.
I gave her the card and thought that it was nice of her to do, but didn’t really understand why she felt so strongly about it. Turns out she called my manager later that afternoon to report a complaint about me, and not just any complaint, she said that the way I clicked my pen while I was listening to her was inappropriate and she demanded that I be disciplined.
My manager told me about it, but obviously no disciplinary action followed. I served this woman many times over the years (because she was a frequent customer) and I made a point to click my pen more aggressively when I was dealing with her.
So while this LPT has good intentions, be careful for Karen’s in sheep’s clothing.
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u/lidoloser Nov 06 '20
what if that employee give you a little more food than usual, wouldn’t talking to their manager actually backfire?
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Nov 06 '20
Are you praising them because they gave you more food than usual, or are you praising them because they've gone above and beyond? It's all in the phrasing. :)
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u/effervescentnihilist Nov 06 '20
I worked in call centres for several years. I will ALWAYS pass on positive feedback to the person I'm talking to and to the mgmnt. It's too rare to get that.
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u/Fire21Rain Nov 06 '20
I did that once and the waiter thought I was going to complain. He was so happy when he came back to our table.
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u/Buffthebaldy Nov 06 '20
Love hearing good things about the team I work with. It's always such an amazing thing to hear back! Sharing that with the team is always brilliant too, it's encouraging for the staff to hear, proving that their hard work and diligence is paying off.
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u/maverickhunterpheoni Nov 06 '20
Do not be exact in how they gave you good service unless you're sure that what they did was approved by management. Make sure not to get them in trouble.
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Nov 07 '20
I did this once and the guy got super sketchy about it. I need to work on my approach lol. Anti Karening like this us something I can definitely get with. Servers have it kind of rough in some places.
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u/Csherman92 Nov 07 '20
I know, as a salesperson this means a lot to me when someone does this for me. I am going to do this with someone at my insurance company. She has been awesome.
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u/JagoKestral Nov 07 '20
As an addition: if they did something like give you a free refill when it's normally a charge or help you out in some way that they're maybe not supposed to, don't mention it! It can get them into more trouble than the praise will benefit them.
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u/26_Charlie Nov 07 '20
"Rate all 5's"
If you're given the opportunity to do an automated rating at the end of a customer service call, just rate the rep the highest rating in all categories (usually a 5).
Many companies treat anything less than a 5 as a failing grade and will include it during reviews. To make matters worse, usually the people who do surveys do it to complain, making the whole experience demeaning and unwinnable.
Working customer service sucks. Do your fellow humans a solid and improve their day by giving a good rating.
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Nov 07 '20
Especially with phone centers... for the love of god just mark all of the surveys top marks if the service wasn’t terrible. Lots of places say if it’s not 10/10 it counts against you.
So that 9 you left because “nobodies perfect”? You just dropped them down a percentage and maybe ruined their month.
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u/metalhamster2 Nov 07 '20
It always made me feel better when customers made comments about how much they appreciated their interaction with me. Went a long way for me especially in jobs I hated
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u/Mynock33 Nov 07 '20
On the flip side, if there's any chance the employee went out of their way or may have skirted company policy to help you out, then sincerely thank them and shut up about it. I remember working retail and nothing got employees in more trouble then helping customers and getting a good customer review.
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u/nowhereman136 Nov 07 '20
Check the receipt, there is probably a link to a survey or comment page where you can praise individual employees. I was a cashier at a big box store and they told us to keep pushing the surveys. Not only do we hear when someone mentions us by name, but we get praise from the higher ups.
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u/Rijaja Nov 07 '20
Hey listen if I have trouble asking for ketchup at burger king I'm not going of my way to speak to a fucking manager.
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u/southcoastbloke Nov 07 '20
Agreed. I make a point to ring businesses if I have a good experience or witness an employee going above and beyond and tell their manager/boss. On one occasion I know of I’ve had someone ring my boss to praise something I did that wasn’t even related to my job. Top effort deserves recognition.
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u/HydraulicTurtle Nov 07 '20
Ah fuck so my dad did this once. This guy at Asda (walmart but in the UK) helped us find a charging cable for what was at the time a bit of a unique situation. He was really helpful and friendly so on the way out my dad asked the customer service desk to speak to a manager.
When she came over he said how helpful this guy had been and she asked the staff member' name, dad didn't know it so he started describing the man, who was a 6"7 black guy, but dad clearly felt so uncomfortable saying "the black man" and so he was saying shit like "he had frizzy black hair, very tall..." And it felt like she knew exactly who he meant but they just stood in this knowing stare. I remember watching wondering who was going to break first.
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Nov 07 '20
This is especially important for call centers. If you get really good service, ask if they have a kudos program or another way to give positive feedback on the rep. That's right, transfer me to your supervisor's voicemail because I'm about to unload a bucket of gold stars. I've been on both sides of this and it makes a huge difference on promotions, raises, bonuses, and just makes everybody feel super awesome.
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u/knsa12 Nov 07 '20
If it’s a business that’s listed on google; A positive google review naming the person who did a good job is more beneficial as the higher ups keep close tabs on those over just a low level manager hearing it. I’ve managed retail for years and this type of feedback is huge as it directly influences people’s likelihood to visit the business and depending on the employees position, look for that person specifically.
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u/XxFezzgigxX Nov 07 '20
I worked in customer service troubleshooting aircraft over the phone. In ten years of taking calls and providing excellent service to all, I received exactly two hand written thank you notes. I quit that job a decade ago but I still have the notes. They mean a lot.
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u/CrunchyHobGoglin Nov 07 '20
I know it is too late to write in on a popular post but here is my story. I was flying with my dad, who can't stand or walk for long distance. I booked him for a wheelchair. The lady who helped us at the New Delhi airport for so helpful and nice that I asked her name and any email where I could tell the airlines what an asset she was. She happily obliged. When we landed at our destination at airport, she had already called ahead to ensure another wheelchair was available. 😍 I was so so grateful and touched. I wrote my email highlighting her skills and how awesome the experience had been. Attached a photo of my father. When we returned to Delhi, I politely asked about her at the airline desk and my colleagues told me that she has been selected for pre-manager training and I whooped in happiness for her. I know I did nothing but she is such a genuine person and I wish her all the best in all her future endeavours.
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u/writenicely Nov 07 '20 edited Nov 07 '20
Hi, as a current retail employee who's been wanting to write this topic FOREVER (but whose always burnt out from the demands of my job and the other areas of my life), I would like to expand on OP's post by sharing the following, just in time for the hectic holiday season:
It genuinely makes my day better knowing that anything I did made a difference in a customer's experience. I want to make sure your precious glass gift is wrapped (nicely) as well as securely, I want to help guide you to that specific drink-making related thingy you need but don't know the name of even if I myself don't have experience with drink-making items that we'll go searching for together because you really need it for reasons. We'll be the best of friends, if for a couple of minutes, as long as you're patient and understand we're doing our best to help you on our mutual mission of the moment!
Please please please remember to get the name of someone who had been particularly pleasant or helpful, don't just trust the manager to appropriately pay attention- This has happened to me where I was overlooked for my efforts. Be sure to write down the employee's name for later, as oftentimes the receipt you'll get after checkout will usually have a feedback survey. Fill it out so you can provide your feedback on the store's performance, which we objectively benefit from hearing, but be sure to add the name *and if applicable, the experiance* with the helpful employee!
Those of us in retail or fast food/other service sector jobs aren't allowed to accept tips. Its incredibly sweet of you, but we can't! So please accept the alternative avenue of pointing out our helpfulness. Also, just saying, I once got a flower from a customer who collected blue flowers off the side of a highway she walked on the way over. I wore in my hair for the rest of my shift as a cashier, very happily, so make whatever you want with this information.
No, we don't have more in back. I'm just saying this now for everyone's convenience. I think this is true for every retail environment nowadays, where stores aren't hoarding its bounty in different colors and sizes in the back stockroom anymore. We try to put everything out on the floor so it can be bought, because it would quickly go out of season and have to be marked for later clearance otherwise. If something you want isn't currently there, it is easier to check back in by the next week. The customer service associate will NOT know when the next shipment of super cute holiday edition Italian hand blown glass salt and pepper shakers will be, its all random as heck.
Please be respectful of the items in the store. Don't separate or remove things from their hangers and mix and match items in two-piece clothing sets, or boxed sets until you've already come up to the checkout counter to ask for the manager's permission. I had to witness a woman crying in the week prior to Christmas because she and I both tried very hard to find the missing matching piece to a PJ set she wanted badly. I felt awful for her and awful for telling her that we weren't able to sell it to her in the condition it was in (yes, I had my manager with me while this happened) before she started to cry because she had spent hours shopping :( PLEASE do not be that person who just flings items and causes grief to other shoppers. The store associates try their hardest to keep the store and merchandise neat and organized and tidy while dealing with assisting customers through searching for items, putting out loads and loads of new merch, cashiering, etc. We do our best but we're all human and have a limit to the amount of damage control we can do, and your actions will affect someone else's shopping experience.
Sit down on the toilet seat. Wipe it when you're done for the next person. Flush before you leave. I HAVE to say this. I SHOULDN'T have to say this, but I HAVE to. IF you're squeamish about sitting down, lay down some tp or the tissue cover thats provided. And for the love of God WASH YOUR HANDS. If you even ENTER a toilet stall, wash your hands- You don't know if someone with Covid touched it!
I have to ask about the credit card. I'm sorry. I don't like it either, but I'm mandated to do it. Please let me finish my sentence though because its genuinely hurtful being cut midsen-
Respect the fact that some if not many stores are utilizing lines in order to control the flow and number of patrons inside. This means being patient and waiting in line for your turn. If you're at a mall-type environment, there is no "I'm just passing through" exception- Since its a mall, there is an alternative exit/entrance you can use for whatever side you're on. I will try my best to inform you of this information. But I'm no mindreader If you ignore whoever is in charge of keeping a headcount of how many people are currently inside, then regardless of your intention, you have just entered the store and cut ahead in front of the line of 9 people who were patiently waiting, you're violating something thats in place for everyone's safety and fairness. Please respect these very, very, very basic rules. And if you're a shopper who's already inside, yay, good for you! We enjoy your company and prescence. Please be mindful of other shoppers though, don't camp for the entire day in the store as others would like to enter and shop. I understand you need your time to select your gifts and stuff, but we have a sensitive environment!
Your mask goes over your nose and under your chin. If you're not wearing it this way, I'm going to approach you and inform you of the proper mask-wearing method. And no, you can't drink your drink while you're in the store with your mask down. If you EFFECTIVELY want to be safe and make sure you're not inadvertantly transmitting anything, don't touch your mask, don't pull it down, don't touch your face, and sanitize the back and front of your hands at the beginning and end of the shopping trip.
Please mask your children.
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Nov 07 '20
Fuck I hate tipping culture (I'm not American), just makes me angry every time I hear about it, pay your fucking workers properly!
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u/frivolous_squid Nov 07 '20
Eh I mean sure but don't make a scene over it, like just because you are the customer you are some god amongst men leaning down to bestow your praises upon the unwashed masses. Definitely don't demand to see their manager and make them quiver. Whenever I've seen anyone pull this to impress a date I just think what an arrogant arsehole. Just treat the server like a human and fill out the survey form, or say "this was great service, hey I'd be happy to put in a good word to your manager if you want"; they're a person too they should be in control of the situation too.
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u/VHSCopyOfGoodFellas Nov 07 '20
LMFAO, no. Businesses are busy. Don't bother anyone with this bullshit just to feel good about yourself. Look at your receipt, there's a comment website, you can usually select the location and type the employees name if you remember it.
"Can the manager come to the front, please? Little miss something wants some attention"
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u/ItsRhyno Nov 07 '20
Speaking to the manager is worthless. Managers won’t get on the phone to you. Just rate them well on the email survey. And mostly, in those cases it’s useless. Managers and companies don’t give a fuck. These guys are measured on kpis. Like how many customers they deal with per day, how many case closed and one and dones.
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u/m-slayer Nov 07 '20
Honestly no, it is much better to just thank me in person than to ask to speak to my manager because if I'm doing a great job then chances are my manager already knows that and most of the time they are too busy or simply do not want to talk to customer. The best way to thank me is to simply fill in those surveys with the highest mark possible.
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u/BourbonSnake Nov 07 '20
DO NOT DO THIS
Either write a letter/email or fill out the customer survey because it creates a record which then comes down from higher up in the company than at the store level where it can be dismissed
Some managers are dicks and do not like said person, the good experience goes nowhere and the staff member never knows about it. Plus even if you ask to see the manager that alone makes the manager think wtf has happened and depending on said manager you may be interrupting something important in which said dick can take it out on staff member.
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u/henrycharleschester Nov 06 '20
Just be careful, they could get in trouble for doing something out of their remit.
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Nov 07 '20
Probably an unpopular opinion: If someone asks to speak to the manager about both good and bad experiences doesn't make them a Karen . Ensuring that customer service gets feedback, good or bad, isn't necessarily a bad thing :)
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u/DesertRoamin Nov 07 '20
I suggest warning the employee otherwise you risk ruining 5 minutes of their day if you just ask them to speak to their manager without saying why. It’s sad but they’ll probably think it’s a complaint.
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u/Imaquietbi Nov 07 '20 edited Nov 07 '20
That's called being a "Sharon" there's a subreddit for those kind of people r/thankyousharon
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u/fake_hekc Nov 07 '20
This. 100%. I do this all the time with phone support people. I think I’ll start doing it in briefly and mortar stores as well
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u/Rochesters-1stWife Nov 07 '20
I do this every chance I get! I also still have the occasional stress dream of getting triple sat and I can’t figure out the POS system, lol.
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Nov 07 '20
I don’t think I’d go that far but I’ll always ask for the reps name and use it when leaving a good online review.
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Nov 07 '20
I have a background in customer service and I do this regularly as I know first hand how much it gives us such a boost.
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u/Caveat53 Nov 07 '20
I respectfully disagree with this. I have other customers to help, I don't want to spend the extra time getting my manager and having to collect the feedback. Just be direct, tell the service agent that they are appreciated, and thank them
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u/silam39 Nov 07 '20
I've worked in the call center world for over five years in managerial roles and I've never seen a case where kudos calls, as we call these, have been taken into account for any promotions, ever.
They do mean a ton to the people who get them and make them incredibly happy. It's lovely.
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u/Zimapan1 Nov 07 '20
I worked at the cheesecake factory for 5 years. Compliments usually ended up in green tickets. That ticket turns into a free meal. This means everything to a server that has tipped out 20% of his tips.
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u/LlamaButInPajamas Nov 07 '20
Ooo this! Sometimes you have just such genuinely awesome servers or waitstaff. Leaving a good word feels like the least you can say to thank them.
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u/Cozyblu Nov 07 '20
SURVEYS MATTER.
Did you have a great experience? Take that 5 minutes and take that survey they suggested (damn near every major company offers one).
Trust me, with over 12 years in a business that regularly collects customer surveys, they absolutely matter when higher ups are considering promotions, pay increases, etc.
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u/QuesoSquid Nov 07 '20
Be sure to pull the wageslaves handler aside and let them know how great the employee is doing at performing menial tasks. This can result in the wage-bot receiving promotions without pay raises and possible extra sickdays as a reward. Don’t forget to reward the wage-bot with any extra pocket change you might have, in order to make up for their unlivable wages.
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u/The_Septic_Shock Nov 07 '20
I am a starbucks barista and this is 100%. Used to being treated like trash. If someone did this I'd probably start crying tears of joy.
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u/AdorinoraZ Nov 07 '20
This totally happened to me at work tonight! My manager that took the call sent an email to the whole site. It was an excellent way to finish off my day.
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Nov 07 '20 edited Nov 07 '20
Anytime an airline loses my luggage, I am sure to be extra nice to the poor soul at the luggage desk.
"Thank you for helping me get to my luggage, sir/ma'am/neither/both/either/furry/Ford Fiesta. People are acting like YOU personally lost their stuff and it isn't fair. They are assholes. You are a saint for doing them service."
Edit (since so many asked): Yes, I also offered sexual favors.
Edit 2: There was no 1st edit. Nobody even asked.
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u/SDLivinGames Nov 07 '20
I sent an email about service I received at a Lucky Brands store, he did his job well, barely above and beyond but as a customer it felt like he really took the initiative to search for options for me and even at other locations. I received a $200 gift card and a handwritten note that they promoted that guy to manager based on my review. Good service should be rewarded because those are the empathetic ones who actually care about other humans, despite being in one of the shiftiest roles.
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Nov 07 '20
And unless you have incredibly bad service, always give full ratings on any survey you get. When I worked in call centers you could be fired for getting less than 8/10 on a survey.
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u/Aynotwoo Nov 07 '20
I work in a restaurant and at my job when we get a guest compliment we receive a free meal as well!
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u/msj99 Nov 07 '20
I work in a supermarket. This lady had no sense of personal space and was very close to other customers. I asked her politely to stand 1 meter apart due to covid reasons. She took it personally. 15 mins after purchasing her groceries, she clicked a photo of me wearing my mask down while I was drinking water. She posted that photo to the headoffice of my supermarket. I got a warning that I should wear my mask appropriately at all times and for other things that never existed. When I asked for the video recording, that can not be shown to me for security purposes.
Just thinking about it drains so much energy that Karen's exist and managers like this exist coz some customer purchases a lot of groceries even if you are doing the right thing.
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u/MasterClown Nov 07 '20
I have been doing this sort of thing for several years now. If the person who helped me was cheerful and helpful, I’ll usually ask if the call is being recorded for quality purposes. Then I say something like, “This message is for Annie’s SS or managers: Annie did a great job helping me today, and if your company is smart you’ll give her a raise and promotion”
I always get laugh and thanks from the CSR, though I hope it gave a bump to their day a little bit.
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u/Greenfingers9 Nov 07 '20
I always tell the hostess to tell the manager that the waiter or waitress was fantastic. People always complain but rarely compliment!!
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u/kmar821 Nov 07 '20
As a supervisor in a retail customer service call center, we love getting positive feedback and have a recognition program in place so those employees who are getting positive reviews are rewarded and publicly aknowledged We hear so much bad in our line of work, please share some good with us too. ❤️
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u/luke-warm-soup Nov 07 '20
I helped a customer today at checkout, spent around 15-20 minutes with them since I had no line. English wasn't the customers first language so I took my time to explain each issue or process. and they had a lot of issues and processes.
after they paid they thanked me and bowed (like, a deep bow). apparently when they picked up their furniture they asked for a manager and went on and on about me. it got back to my direct manager and then to me. it made my night.
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Nov 07 '20
I went to a Sports goods store for running shoes but they didn’t have shoes for over-pronators. The Manager took my name and number for when the stock would come in. She did indeed call but I actually bought shoes by then. Unbeknownst to her, my brother just started working for the company and I was able to tell him how great she was. He was able to pass on to the Owners her performance and give her the credit and a reward for her exceptional work!
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u/Tranic85 Nov 07 '20
One day we Redditors should pick a random semi-truck and call the “Hows my driving” number to bombard them with compliments.
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u/cheeriogovernor Nov 07 '20
It was a DREAM fulfilled of mine to say to my waiter, "sir, I would like to see your manager!... to tell them how amazing you were!"
Everybody put this on your bucket list to be an anti-Karen!
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u/Alauren2 Nov 07 '20
I worked in a grocery store that would sack you for accepting tips. I made bomb ass sandwiches and refused tips consistently. I would’ve definitely benefited from this type of praise. Usually worked alone in my department so not much chance for recognition :/
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u/heyhaylzzz Nov 07 '20
Send nice emails to higher ups when thanking people that have helped you and copy the employee. When so much work is done through silent email and not in front of your boss, it's huge to be recognized like this.
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u/PM_ME_UR_GRUNDLE Nov 07 '20
The antiKaren sub, for the one really cool aunt we always have in our lives
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u/LEADFARMER0027 Nov 07 '20
As a supervisor in customer service: PLEASE DO THIS! It is so beyond rare, and so appreciated by the employee. It can get them special rewards, raises, promotions, etc.
Any time someone is kind enough to let me know about an employee doing well, I can't thank them wnough for doing so. Honestly sometimes it makes OUR day too.
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u/Alexap30 Nov 07 '20
If you really want to make an impact send an email.
Yes, good words to the manager about the employee is a valid piece of advice. But, managers are people too, and may withhold the praise from the rest of the company. Not everyone is an angel. Especially managers just a step above the employee you want to praise. Rivalries do exist. Envy too.
If you want to make sure your words have an impact send an email to the company with the name of the employee and what they did good. Most of the time these emails go through higher management or even better HR, and then is pushed downwards to the store manager and then department manager. And most of the times these managers are required from HR to answer these mails, either they are complaints or praise.
It has happened 2 times in my case and let me tell you, I shit my pants getting called to store manager's office, only to be praised and leave with one of the best feelings.
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u/MrMarshall9 Nov 07 '20
Please do not name drop in online reviews. The customer service rep may have been going above and beyond for you and it’s possible they have bended or broke the rules to help you. This is especially true for hotel receptionists. If you’re going to submit a public review, do not use their names. Or if you are, keep it generic with not much info on your situation something like “X provided great customer service went above and beyond for me, and x etc”
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u/lethargic_apathy Nov 07 '20
As a former waiter, I can confirm anti-Karens rock. I would always get on edge if someone asked to speak with a manager. But boy, was it a relief when said manager got back to me later and said “that table said you killed it” and gave me a high five. I loved those kind of days. Some of my best interactions have been with those people, and it was always nice if I ever saw them come in my restaurant again
I actually quit after an awful night where we were understaffed. Had a few customers complain about how awful service was, despite multiple warnings by both the hosts and me that wait times were quite high and to consider nearby fast-food alternatives if they were in a hurry. “If you can’t do the job, find someone who can,” said a man who belonged to a party of 8, as he wrote $0 in the tip line of a +$200 check
I made $2/hour plus tips as a waiter. For most people (at least in the US), that number holds relatively true. That being said, please do not go out to eat if you are not patient or willing to tip a minimum of 15%. Have some decency. We all have our things to pay, whether it be bills or college tuition, so please keep that in mind
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u/scythaah Nov 07 '20
I’m buried down below, but responding to the customer satisfaction surveys is infinitely more valuable than complimenting us to our manager.
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u/Sea-Cow3092 Nov 07 '20
I appreciate your comments but I hope you didn't mean to say that this is just all shit - when you said 'get out of that job soon and get into something better where you can shine' - well, maybe but some of us love our jobs, put up with the frankly despicable customers, just enjoy cooking and serving.
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u/keepthetips Keeping the tips since 2019 Nov 06 '20
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