I'd like to speak with the manager

By
Real Estate Broker/Owner with Cornerstone Business Group Inc 0225086119
http://actvra.in/GxR

"I'd like to speak with the manager."  The young girl who took that message looked terrified.  I'm sure a certain amount of concern ran through her mind.  Most employees don't like to take those calls or have that question posed without some sense of where the next conversation is going to go.

A few minutes later, the manager showed up at my table and I proceeded to tell her what an great job her Waither on the runstaff was doing.  My wife and I had dropped into a Boston Market in Hagerstown, MD yesterday for a quick meal.  The staff, mostly young adults, were very busy, but they were on their game.  In the midst of a lot of activity, they were polite, helpful and efficient.

I think it's just as important to tell their bosses when they do well as when they do poorly.  The manager was so relieved that we wanted to compliment the staff, rather than complain.  She proceeded to tell us that they had been running under-staffed all day.  It was comforting to hear a good report.  So, the next time you have great service, say, "I'd like to speak with the manager."

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Re-Blogged 1 time:

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  1. Lisa Von Domek 08/19/2012 02:46 AM
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Rainmaker
1,248,422
Mike Cooper
Cornerstone Business Group Inc - Winchester, VA
Your Winchester, VA Real Estate Sales Pro

It is fun to watch that change, Lisa.  Have a great Sunday.

That's a good way to handle it, Doug.

 

Aug 18, 2012 11:33 PM #14
Rainmaker
1,978,743
Charles Stallions
Charles Stallions Real Estate Services - Pensacola, FL
800-309-3414 - Pensacola, Pace or Gulf Breeze, Fl.

I always look for ways to "CALL the manager" and think we all should. We seem to do this a lot when at the resturant or Lowes but a simple acknowledgement would be great.

Aug 18, 2012 11:43 PM #15
Rainmaker
1,248,422
Mike Cooper
Cornerstone Business Group Inc - Winchester, VA
Your Winchester, VA Real Estate Sales Pro

Absolutely, Charles.

Aug 18, 2012 11:49 PM #16
Rainmaker
2,346,102
Roger D. Mucci
Shaken...with a Twist 216.633.2092 - Euclid, OH
Lets shake things up at your home today!

"I'd like to speak with the manager."...............a line I've used many times, not only in restaurants Mike.  Kudos to you, most people are very quick to complain but seldom take the time to compliment an employee.

Aug 18, 2012 11:56 PM #17
Rainmaker
1,174,250
Jon Kolsky
Kolsky Realty & Management - Long Beach, CA
Licensed California Real Estate Broker

Mike~ customer service is a huge part of a business and its success! great post!

Aug 19, 2012 12:03 AM #18
Rainmaker
2,584,198
Sheila Anderson
Referral Group Incorporated - East Brunswick, NJ
The Real Estate Whisperer Who Listens 732-715-1133

Good morning Mike. Like you, I often "ask to speak with manager." It is so important to affirm as well as criticize. Very positive and nicely done.

Aug 19, 2012 12:07 AM #19
Rainmaker
2,224,397
Will Hamm
Hamm Homes - Aurora, CO
"Where There's a Will, There's a Way!"

Good Morning Mike,  I was in the restaurant business for many years with a chain (Red Barn Restaurants) it was always great to get good reports from customers.  I was the VP for 400 of them but started out as a manager and work my way up but it was always good to pass on the good news to the employees.

Aug 19, 2012 12:12 AM #20
Rainmaker
1,248,422
Mike Cooper
Cornerstone Business Group Inc - Winchester, VA
Your Winchester, VA Real Estate Sales Pro

That's how I started the conversation too, Roger.

Thanks, Jon.  Yes it is.

Thanks, Sheila.  These folks were do a great job under a lot of pressure.

That's what the manager said yesterday, Will.

Aug 19, 2012 12:34 AM #21
Rainmaker
1,149,956
Amanda S. Davidson
Amanda Davidson Real Estate Group - Alexandria, VA
Your Alexandria Virginia Real Estate Agent

Good Morning Mike. I think it's great you took the time to tell the manager about them doing a good job. All too often managers only hear the complaints not the kudos. I've worked in the restaurant business and it's definitely not easy. I'm sure you made their day!

Aug 19, 2012 12:54 AM #22
Rainmaker
1,248,422
Mike Cooper
Cornerstone Business Group Inc - Winchester, VA
Your Winchester, VA Real Estate Sales Pro

I hope so, Amanda.  I also contacted corporate headquarters to give them a little boost. 

Aug 19, 2012 01:02 AM #23
Ambassador
2,279,811
Liz and Bill Spear
RE/MAX Elite 513.520.5305 www.LizTour.com - Mason, OH
RE/MAX Elite Warren County OH (Cincinnati/Dayton)

Mike, Compliments seem to be rarely given, but we've watched people throw absolute fits (sometimes over problems they created themselves).  Nice to let them know they're doing a good job!

Aug 19, 2012 07:18 AM #24
Rainmaker
1,248,422
Mike Cooper
Cornerstone Business Group Inc - Winchester, VA
Your Winchester, VA Real Estate Sales Pro

Absolutely, Bliz.  I received a call from BM corporate today telling me they were going to reward the two staffers.  Yea! 

Aug 19, 2012 07:40 AM #25
Rainmaker
4,064,605
Roy Kelley
Realty Group Referrals - Gaithersburg, MD
Roy and Dolores Kelley Photographs

This is a good reminder for all of us to compliment good service.  It is so easy to take good service for granted and focus on complaining when the service is poor.


Aug 19, 2012 08:26 AM #26
Rainmaker
1,248,422
Mike Cooper
Cornerstone Business Group Inc - Winchester, VA
Your Winchester, VA Real Estate Sales Pro

So true, Roy.  I'm glad I had a chance to say something.  They were good at what they were doing.

Aug 19, 2012 09:11 AM #27
Rainmaker
648,374
Andrea Bedard
Thompson Company, REALTORS® - Silver Spring, MD
M.A.; REALTOR® Silver Spring, MD and beyond

Hi Mike, people are generally much quicker to complain or leave a bad review than compliment great service! Loved reading your update on Lisa's reblog .. now that is really cool!

Aug 19, 2012 12:03 PM #28
Rainmaker
1,248,422
Mike Cooper
Cornerstone Business Group Inc - Winchester, VA
Your Winchester, VA Real Estate Sales Pro

Yeah, I was pretty excited that they called.  I hope it ends up benefiting the staff in some way.

Aug 19, 2012 12:05 PM #29
Rainmaker
2,126,229
James Dray
Fathom Realty AR LLC - Bentonville, AR
Exceptional Agents, Outstanding Results

Morning Mike seldom use that line.  I have however used it to complain and compliment when I feel the staff has gone a step above to do their job.

Aug 19, 2012 08:38 PM #30
Rainer
1,756,848
Conrad Allen
Re/Max Professional Associates - Webster, MA
Webster, Ma, Realtor

Hi Mike.  That is such a nice story.  Good for you.

Aug 19, 2012 08:47 PM #31
Rainmaker
1,248,422
Mike Cooper
Cornerstone Business Group Inc - Winchester, VA
Your Winchester, VA Real Estate Sales Pro

I haven't done it too often, James, but once in a while it's warranted. 

Thanks, Conrad.

Aug 19, 2012 09:10 PM #32
Rainmaker
1,427,402
Gene Riemenschneider
Home Point Real Estate - Brentwood, CA
Turning Houses into Homes

I have done that before.  Scared the living day lights out of a waitress.  Complimented her in front of her boss and left a huge tip.  I love it.

Aug 21, 2012 02:37 PM #33
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Mike Cooper

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