Comments on: Plan for generosity http://www.adamduvander.com/simple/plan-for-generosity Adam DuVander’s thoughts on keeping things simple. Mon, 09 Jan 2012 07:03:40 +0000 http://wordpress.org/?v=2.9.2 hourly 1 By: Simplicity Rules » The simplest way to keep customers http://www.adamduvander.com/simple/plan-for-generosity/comment-page-1#comment-1209 Simplicity Rules » The simplest way to keep customers Tue, 11 Sep 2007 22:20:10 +0000 http://www.adamduvander.com/simple/plan-for-generosity#comment-1209 [...] Once you like your customers, the rest falls into place. You will naturally do the things that show your appreciation, and that will come back to you. [...] [...] Once you like your customers, the rest falls into place. You will naturally do the things that show your appreciation, and that will come back to you. [...]

]]> By: Simplicity Rules » It’s all my fault http://www.adamduvander.com/simple/plan-for-generosity/comment-page-1#comment-1208 Simplicity Rules » It’s all my fault Wed, 09 May 2007 17:51:38 +0000 http://www.adamduvander.com/simple/plan-for-generosity#comment-1208 [...] Just as we should plan for generosity, we should make sure it’s always clear: It’s all my fault. [...] [...] Just as we should plan for generosity, we should make sure it’s always clear: It’s all my fault. [...]

]]> By: Paul http://www.adamduvander.com/simple/plan-for-generosity/comment-page-1#comment-1207 Paul Tue, 24 Apr 2007 17:47:44 +0000 http://www.adamduvander.com/simple/plan-for-generosity#comment-1207 I think savvy employers DO plan for generosity, but some of them call it "employee theft." Ha! Just kidding, sort of. I guess MY point is really that if you have a good customer service, you really don't need to do things like give away fancy drinks or donut holes. I like to think those drinks and donut giveaways are part of "I'm just going to throw it out anyway," and I encourage the informality and common sense of such things. Because the side benefit far outweighs whatever emotion the owner might have about not getting every penny out of the product. On a side note: when the children were little it didn't take them very long to realize that if they were nice and polite and well-behaved in a restaurant, half the time they got some treat for free. That didn't specifically teach me to return to those establishments, but it taught the kids you catch more flies with honey than vinegar. I guess it paid off for the retailers in good karma. I think savvy employers DO plan for generosity, but some of them call it “employee theft.”

Ha!

Just kidding, sort of.

I guess MY point is really that if you have a good customer service, you really don’t need to do things like give away fancy drinks or donut holes.

I like to think those drinks and donut giveaways are part of “I’m just going to throw it out anyway,” and I encourage the informality and common sense of such things. Because the side benefit far outweighs whatever emotion the owner might have about not getting every penny out of the product.

On a side note: when the children were little it didn’t take them very long to realize that if they were nice and polite and well-behaved in a restaurant, half the time they got some treat for free. That didn’t specifically teach me to return to those establishments, but it taught the kids you catch more flies with honey than vinegar.

I guess it paid off for the retailers in good karma.

]]> By: Adam http://www.adamduvander.com/simple/plan-for-generosity/comment-page-1#comment-1206 Adam Tue, 24 Apr 2007 16:56:45 +0000 http://www.adamduvander.com/simple/plan-for-generosity#comment-1206 It looks like I should have left my Safeway example out of this. My point was for business owners to plan for this generosity, not for employees to go willy nilly giving stuff away. As a customer, I'd much prefer to get the feeling that they aren't counting every last cent of profit from me, even if they are. Your point about the other guy in line definitely makes me think. And if everyone gets something for free, then it looks more like a rote practice passed down from management. That is what I'm advocating, of course, but I don't want it to look that way. It looks like I should have left my Safeway example out of this.

My point was for business owners to plan for this generosity, not for employees to go willy nilly giving stuff away. As a customer, I’d much prefer to get the feeling that they aren’t counting every last cent of profit from me, even if they are.

Your point about the other guy in line definitely makes me think. And if everyone gets something for free, then it looks more like a rote practice passed down from management. That is what I’m advocating, of course, but I don’t want it to look that way.

]]> By: Paul http://www.adamduvander.com/simple/plan-for-generosity/comment-page-1#comment-1205 Paul Tue, 24 Apr 2007 15:34:22 +0000 http://www.adamduvander.com/simple/plan-for-generosity#comment-1205 Let's ask the owners of the deli/grocery what they think of each employee messing with the profit margin. Grocery stores are famous for operating on a slim profit margin, and there's no doubt the costs of items in the deli are measured as precisely as possible when determining the retail price. Employees, generally ignorant of the true cost of things, probably shouldn't take matters into their own hands and start doling out extra servings whenever it strikes them as the thing to do. People who work in delis and bars have a tendency to think it's okay to "give a little extra," rationalizing it as "good customer service." They don't think it's the same as, say, the Nordstrom sales clerk *giving* you a wallet when you buy a suit, but it pretty much is. Good customer service does not mean giving away stuff for free because you feel like it. Remember that everytime you give some other guy something for free, there may be a customer watching who thinks, "how come THAT guy got extra? Their arbitrary rules make me not want to come here." Good customer service is being pleasant and attentive, and that's what keeps me coming back. Whenever someone gives me too much or extra, I can't help thinking about what other directives they have received and dismissed as unimportant (to them). I can't imagine you would stop going to that deli if they gave you the usual amount and were pleasant about it. Does getting an extra spoonful really tip the scales? And giving away free drinks at a bar opens a can of worms over potential liability laws ("your honor, I only bought one drink at that bar, they gave me the rest and that's why I was so drunk I didn't see that crowd of nuns.") I just don't see the practice of employees deciding who gets extra free stuff as that good of a model in the long run. I hope I didn't rain on your parade, dude. Let’s ask the owners of the deli/grocery what they think of each employee messing with the profit margin. Grocery stores are famous for operating on a slim profit margin, and there’s no doubt the costs of items in the deli are measured as precisely as possible when determining the retail price. Employees, generally ignorant of the true cost of things, probably shouldn’t take matters into their own hands and start doling out extra servings whenever it strikes them as the thing to do.

People who work in delis and bars have a tendency to think it’s okay to “give a little extra,” rationalizing it as “good customer service.” They don’t think it’s the same as, say, the Nordstrom sales clerk *giving* you a wallet when you buy a suit, but it pretty much is.

Good customer service does not mean giving away stuff for free because you feel like it. Remember that everytime you give some other guy something for free, there may be a customer watching who thinks, “how come THAT guy got extra? Their arbitrary rules make me not want to come here.”

Good customer service is being pleasant and attentive, and that’s what keeps me coming back. Whenever someone gives me too much or extra, I can’t help thinking about what other directives they have received and dismissed as unimportant (to them).

I can’t imagine you would stop going to that deli if they gave you the usual amount and were pleasant about it. Does getting an extra spoonful really tip the scales?

And giving away free drinks at a bar opens a can of worms over potential liability laws (“your honor, I only bought one drink at that bar, they gave me the rest and that’s why I was so drunk I didn’t see that crowd of nuns.”)

I just don’t see the practice of employees deciding who gets extra free stuff as that good of a model in the long run.

I hope I didn’t rain on your parade, dude.

]]> By: noah http://www.adamduvander.com/simple/plan-for-generosity/comment-page-1#comment-1204 noah Mon, 23 Apr 2007 04:54:42 +0000 http://www.adamduvander.com/simple/plan-for-generosity#comment-1204 Those little things are so damn memorable. I remember a guy giving me free things at a bar even though I hardly remember the night;) Those little things are so damn memorable. I remember a guy giving me free things at a bar even though I hardly remember the night;)

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