Feb. 22, 2024
Jamaican Purse Stands, Wobbly Tables & the Lost Art of Customer Service
Jenny has been home for about a week from Jamaica and is ready to “unpack” the customer experience that she received. But don’t get twisted she’s still not actually unpacked. Turns out life is in fact in the details, whether it’s specialized cube trays, a chilled glass, or somebody propping up a wobbly table. Join us as we zoom in on the details and then zoom out on the role this place in branding and marketing and ultimately leadership.
Curious to know where Jenny experienced such incredible customer service. Find out more about the resort she visited (Excellence Oyster Bay) here: https://bit.ly/3SI9mks
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Hosted by @raebecca.miller and @jennyfromthe843
00:04 - Exceptional Customer Service in Jamaica
06:27 - Customer Service and Attention to Detail
18:46 - Customer Service and Brand Integrity Importance
WEBVTT
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How are you?
00:00:04.629 --> 00:00:06.073
I'm good.
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I'm back from vacation and back to my normal non-tropical cocktail drinking from 10 am until 10 pm self.
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So it's lovely.
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We live in like a fairly semi-tropical place.
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It's just not we're out of season.
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But I can't wait till we get back to that here a little bit.
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Yeah, it's just been like a little rainy and dreary for me.
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No, I know I'm like pale, so I am like the snow white of this.
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Just actually my nail guy, Andy, when he did my pedicure last he told me that I need to go outside.
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Well, I mean exact words.
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He was like you need to get outside.
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I was like Andy you know what, Rebecca, that's a great segue into my expectation.
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You know, I love Andy.
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Oh God, Okay.
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So I was in Jamaica for five days.
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Still jealous.
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I'm still jealous, you're still tan.
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I know you should.
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It was.
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It was amazing, listen, we had not been on a vacation like that since our honeymoon, so it'd been a hot minute Like all inclusive, like you don't do anything, like you're forced to relax because my husband doesn't relax, so it was really good.
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It actually neither do I, to be quite honest.
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I was going to say did you see my face?
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I was like, just like foot to the gas, like time to be a little bit more honest.
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Yes, yeah.
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It's a little self reflection here.
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Where's your awareness?
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Yeah, how did we found it Exactly?
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Have you unpacked?
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yet?
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No, I haven't.
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I'm telling you I'm not leaving for another trip until end of March and I guarantee you that suitcase will be like I know.
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Judge me, listen.
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I have a lot of friends of mine who are the same way, so I don't, I don't feel too guilty, my husband, I'm only judging you because of who you are.
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I know it's your fault that I have a different concept.
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I know this, okay, I'm so type A, except when it comes to stuff, and I'm just like me.
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Whatever, it's fine.
00:02:10.020 --> 00:02:11.667
It is funny, though, the things that you choose.
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I can't even think of one right now for me, but there are times where people like I usually you point them out to me where I'll be like, but that's not.
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I'm like that one.
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It's just not on brand, right?
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It's like so, not like yeah, it's not on brand, Okay.
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So yeah, let me tell you about what I picked up in Jamaica besides a killer tan.
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So from the time you get there to the time you leave, they treat you like you aren't royalty.
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And I'm talking like people at the airport, people who drive people at your resort.
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Just from start to finish, their customer service is just off the charts, and so I had a few conversations with a bartender and, um, one of our drivers who took us back and forth to the airport, about why that is.
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And you know Jamaica is, it's a perversed place, and you know they really depend on us bringing our tourism and our money to Jamaica for them to to make a living, and so they need us, right, so they have that at the back of their minds the whole time.
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But they, although that may be their mentality, like they don't ever make you feel like it's because of money.
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So let me just give you a few examples.
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So we went to dinner one day and I had like a bag, like you know, like my purse or whatever, and I go to set it down on the ground.
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They come out and bring this like purse stand and hang it up on the purse stand.
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For me that happened to every meal that I went to.
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They would bring a purse stand out, so I wouldn't have to put my bag on the floor.
00:04:04.901 --> 00:04:08.032
There is some some sort of bad um.
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What is the rule about putting your bag on the floor too?
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There's something about that.
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That, if you are into, it's kind of like walking under a ladder.
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I will look it up.
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I've never heard this no no, no, there is.
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There's some kind of like bad juju or whatever that goes with putting your handbag on the floor.
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Okay, Well, I had no idea.
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Like lose money or something like that.
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So I wonder if there is this, but it doesn't mean like somebody will steal it.
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It's similar to like walking under a ladder.
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I'll look it up and link it, but I think there's.
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I can assure you there was more chance of me leaving it there after I drank, you know, pina Coladas and stuff, than it was.
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But I feel like they were doing it as like a nice thing, but also they totally were.
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So let me tell you some of the other things they did.
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So we sat down to lunch one day and I took pictures of these different things because, like I was so blown away.
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It's something that was so small but just made such an impact on me.
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We had a wobbly table and they set our table and then we sat down and then the sky came up and could see it was wobbling and so he like stuck stuff underneath it to make it not wobble, like that never happens.
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Like I'm usually the one crawling to the table to stick a sugar packet under there so it doesn't wobble.
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And I'm like the fact that he did this as soon as we sat down.
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It's just the littlest things that I just don't see in America anymore and I'm just wondering, like, why the difference?
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A chilled wine glass.
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I ordered a glass of Savignon Blanc, which is a white wine Typically serve cold, and he put it in a chilled glass.
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It had been in the fridge.
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I'm like this is just the smallest little things.
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My last story about incredible customer service we went to an Italian restaurant for lunch and I'm not exaggerating, we ordered the entire menu because you're at all inclusive and it's like, why not?
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Right, you want to try a little bit of everything.
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If you've been to one, you know what I'm talking about.
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Italian anyway, I ordered this like a riba pasta, like a riba, I don't know what the hell it's called but spicy, right, I love spicy.
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Bring it on.
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This was the hottest I had ever put in my mouth like there's a joke there.
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But and so everybody the table was like oh, like you know, it's not that spicy.
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And they had a body with their like oh my gosh, it like yeah.
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So the girl, when the waitress came up, she's like oh, did you enjoy your lunch?
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I said yeah, it was just a little spicy.
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I have like maybe two bites.
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The freaking chef comes out.
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It was like, oh, and I wasn't complaining, she just asked.
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And it was just like yeah, it was just a comment.
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The chef comes out.
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I was like I heard your pasta was too spicy.
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That's typically how we serve it.
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I'm so sorry.
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I'm like, what, like, what, like we're.
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Where did we lose such basic small customer service thing like why is Jamaica to make it doing it so much better than us?
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Help me, help me understand.
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I don't know.
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I don't know the why, but I do have like three things to unpack.
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First of all, unpack Details have really become like I'm obsessed with details right now.
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I always have been, but I feel like I spent a real, a long time like really zoomed out.
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You know, like when your kids are a little you're in the weeds, but like you can't really be in the weeds so you can't like get hung up on little things.
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But like Recently I bought this ice cube tray.
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It's not a big deal, it was $19 on Amazon.
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It has brought us so much joy.
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They're like little perfect balls of ice.
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Mmm pilot is obsessed with it.
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And then I posted a few times in my stories just beverages, because I was trying this like non-alcoholic beverage in the evening.
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Everyone's like where did you get the ice?
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And it's so funny to me that people were.
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No one even questioned why.
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I was just like abstaining from wine, which I love.
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I have a question, just to be clear.
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Okay, I was on data rhyming in Jamaica, so I didn't want to bother you with it until just now.
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Okay, so, but everybody, I mean I would say upwards of 30 DMs about the ice.
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Where did you get the ice?
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Is it like Sonic ice?
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Nope, because you can get the ice machines.
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Okay.
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But I was like before I spend $297 on an ice machine, I would like to know if this is really going to change my lifestyle.
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So then I got this because I like love Sonic ice.
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I'm here for it, I get it.
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It's not crushed like that.
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I don't know, right yeah.
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And they're tiny but it's brought so many people joy.
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It's the detail of it, for whatever reason, like I just think like the extra thought really matters.
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Like the chilled wine glass is just like going just the tiniest bit further.
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It's not so much about just knowing your first and last name, it's just like show me a detail, like it could be a relationship.
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Like show me a way that you think of me, show me an observation that you've made about me, because that just shows me that you appreciate, like, my existence.
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I think it's really about that.
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I have really big on that, like I'm really big on like making people feel seen and appreciated, like I think that that's just something that we just don't do enough as people.
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But like, rebecca, and I'm not going to name the restaurant that you and I went to a couple of months ago and we sat down at the bar.
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We were the only people there and it was like what 430.
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They walked by us three times, did not even acknowledge us.
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Then it was like oh, can we get a drink?
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They don't answer us, they just pour the drink.
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It's like, how hard is it?
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Like, how hard is it Like I get?
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People are on their journey, they may be having a bad day, but if we really lost, like the ability to speak to someone when you're in a customer service Ford facing position, I mean.
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No, no, that was actually so the whole frame around that made it suck even more.
00:10:15.793 --> 00:10:28.291
So we had done this amazing thing and there was a fair amount of just not even hype, but like just we put a lot of time and effort into this thing that we did.
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And then it went amazing.
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And even if it had gone knowing who we are because we're in it together, whatever it is like once we buckle up in that car or we say we're going to do it, we're doing it even if it is a full on crash and burn, but even better, like we would have probably gone and had that drink if it had been a total disaster.
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For sure we were actually doing was celebrating something and we didn't like close a deal or anything like that.
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But there's still success to be had.
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We were proud of ourselves.
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Yes, and this is actually really important to me this year.
00:11:04.767 --> 00:11:14.919
I'm not going to like over hype us or over hype me, but I am absolutely not going to dismiss success when it happens, because I think it's really important in the manifestation process.
00:11:14.919 --> 00:11:15.861
So we go.
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This is a restaurant that we both love, so that made it suck even more.
00:11:23.529 --> 00:11:38.706
Yes, if we had been sitting in the dining room, that would have been a different experience, and I've actually never sat at the bar at this restaurant, and so now I don't know if that is the bar experience, because the dining room experience would never have looked like that.
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Actually, this is the second time I've sat at the bar there, and it was a similar experience.
00:11:43.400 --> 00:11:44.745
Well, that sucks.
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Yeah, I know.
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And again, if you're, going to be a bartender?
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Come on like come on.
00:11:50.288 --> 00:11:51.171
I know.
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Because I feel like we now live in a society and I'm probably going to catch some hate for this.
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I love tipping.
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It is my jam.
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I will give you 20, 25% all day long, but for the love of everything that is holy, at least be nice to me.
00:12:07.788 --> 00:12:10.894
Yeah, like, flip your screen around.
00:12:10.894 --> 00:12:13.809
Let me hit the button, because God knows, it's not an option anymore.
00:12:13.809 --> 00:12:18.706
You going to tip wherever you are, it doesn't matter, somebody hands you a fork.
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Is that 15, 20 or 25%?
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or other, which is not zero.
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Just give me something.
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Just give me something that makes me feel better about giving you my hard earned money.
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That's all I'm saying.
00:12:32.532 --> 00:12:42.710
So I feel like we've almost gotten away from the customer and it's like oh well, you need to do this just because this is what is expected of you as consumer.
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You need to tip 15, 20, 25% because somebody hands you something.
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And I love tipping.
00:12:48.753 --> 00:12:51.028
Again, I tip everywhere I go.
00:12:51.028 --> 00:12:54.823
I'm probably an overtipper, Me too, but at the same time, smile.
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Thank you, Please.
00:12:58.423 --> 00:12:59.186
What would you like?
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Do you need bread?
00:13:00.089 --> 00:13:01.032
How about an appkin?
00:13:01.032 --> 00:13:02.697
Like give me something.
00:13:02.957 --> 00:13:03.580
Give me something.
00:13:03.580 --> 00:13:11.951
So I worked for a long time, went to school for marketing, left, got recruited into retail, spent almost a decade in luxury retail.
00:13:11.951 --> 00:13:15.581
You know this, but I'm just giving the backstory because I don't know if we've talked about this here.
00:13:15.581 --> 00:13:24.629
There's no tipping in luxury retail and there actually wasn't commission for my entire team.
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The way it worked was if my teams did well, the top salesperson on the team for that month took a commission.
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That's it.
00:13:37.039 --> 00:13:51.928
So there was this if you weren't careful, as the leader there was, you could accidentally make like a predatory vibe Because there was obviously like a competition and then also, as a leader, you're responsible for this really big bottom line too.
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You have to hit it for even one person to earn commission.
00:13:55.688 --> 00:14:13.291
But it was a luxury handbag company and I was so, so, so sensitive to customer experience, down to things like at the time the brand's position on how you checked out was you would say your total is blank.
00:14:13.291 --> 00:14:16.687
And the first time I heard it I was like absolutely not.
00:14:16.687 --> 00:14:20.648
No, your total is on the screen.
00:14:20.648 --> 00:14:29.759
Because it was Like one person's $30,000 is the same as one person's $30,000 is the same as one person's $300.
00:14:29.860 --> 00:14:38.169
You need not get to decide which one you're going to whisper, because they would never say your total is $18,000, in no way.
00:14:38.169 --> 00:14:45.980
They would be like your total is on the screen, gently Like why would we be whispering one next to a person who spent $300?
00:14:45.980 --> 00:14:47.004
Like it's the same.
00:14:47.004 --> 00:14:53.669
It just feels different to you, like I was so sensitive to anything like that.
00:14:53.669 --> 00:14:58.447
If people sort of like the pretty woman syndrome, I like you don't get to decide how they're dressed.
00:14:58.447 --> 00:15:00.888
You don't get to decide, like based off their job.
00:15:00.888 --> 00:15:03.346
You do not get to decide who they are.
00:15:03.346 --> 00:15:06.028
Everyone gets the same experience period.
00:15:06.480 --> 00:15:15.524
Yeah Well, for me, like, I feel like your experience like starts when you walk in the door, like, yeah, get in, hello, how can I help you?
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Just basic stuff.
00:15:17.626 --> 00:15:18.705
And I just don't know.
00:15:18.705 --> 00:15:22.662
I mean people just walk by you these days and it's just.
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You know it.
00:15:23.365 --> 00:15:32.885
I mean more often than not I will buy because I'm there to get something specifically, but it does make a huge difference, like you know, how hard is it.
00:15:32.885 --> 00:15:33.869
How hard is it.
00:15:33.869 --> 00:15:37.971
I just don't know where we lost, where we lost it.
00:15:37.971 --> 00:15:38.451
I don't know.
00:15:38.451 --> 00:15:40.807
And you know people say, oh well, nobody wants to work anymore.
00:15:40.807 --> 00:15:42.706
It's like, eh, I don't know that.
00:15:42.759 --> 00:15:50.085
I feel like you know it's the same, just like social media, like the lack of regard for how what you say makes the other person feel.
00:15:50.085 --> 00:16:05.750
I don't know Like, I just feel like that's really trickled in to you know, customer service and again, don't forget customer service impacts your marketing so heavily because it doesn't matter if you are freaking the top brand delivering.
00:16:05.750 --> 00:16:12.426
You know, if you're not delivering a quality product or service, people will not come to you, you will have bad reviews.
00:16:12.426 --> 00:16:21.788
It doesn't matter how, what kind of marketing genius you hire, at the end of the day, you are the one, as a business owner, who has to deliver a quality product and a quality service.
00:16:21.788 --> 00:16:24.389
It does not matter how good your marketing is.
00:16:24.389 --> 00:16:26.466
I will stay about that all day.
00:16:27.240 --> 00:16:40.227
I think that also comes down to and we've actually we were in a meeting in the fall where we actually questioned this about a team, because this is who we are in our marketing company Like we're really careful about who we align ourselves with.
00:16:40.227 --> 00:16:48.909
Values and integrity are really important to us, but we also show up like that every day.
00:16:48.909 --> 00:16:56.886
So I was going to say to you when you were talking about these workers, like OK, so we go into this nice restaurant, we don't get anything, but we could walk into a Mo's right now.
00:16:56.886 --> 00:17:00.249
They would say like welcome to Mo's.
00:17:00.600 --> 00:17:05.190
And so a lot of that to me comes from leadership in the top.
00:17:05.190 --> 00:17:10.590
Yeah, so people will work really hard.
00:17:10.590 --> 00:17:16.848
I mean you have to be there anyways, right, Like you're at your job, you clock in, you clock out, Like you get to decide like how hard you work when you're there.
00:17:16.848 --> 00:17:24.084
But if you have a leader that's making it easy to work hard, you're naturally going to do that.
00:17:24.084 --> 00:17:27.714
I mean I don't think most people are afraid of a little bit of hard work.
00:17:27.714 --> 00:17:29.750
I mean maybe that's me, because I'm not.
00:17:29.750 --> 00:17:40.770
But if you have a leader that's lazy, that doesn't give you headspace, that doesn't check in with you, that doesn't take care for you.
00:17:40.770 --> 00:17:44.519
I mean, I have to imagine that's like what that cascade is.
00:17:44.519 --> 00:17:46.087
I don't know for sure.
00:17:46.087 --> 00:17:50.054
But my first diagnosis is I wonder what it's like to work for that leader.
00:17:50.494 --> 00:17:50.775
Yeah.
00:17:50.775 --> 00:17:51.997
Yeah, that's a good point.
00:17:51.997 --> 00:17:59.527
That's a good point, but I do think there is a level of genuinely like caring what you do Like I'm gonna be.
00:17:59.527 --> 00:18:01.173
So I have a story from high school.
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So I worked multiple jobs in high school.
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I did everything from work at the radio station to work at a lumberyard barbecue.
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