Saturday, March 6, 2010

Simple information you may not be aware of... Part 1.

1: Do not ever say "No one in the world does (insert item here)".
Chances are, you are wrong. For instance, just a couple of days ago I informed someone that a refill would cost $0.32. His response was "No one in the world charges for refills!" Despite the fact that I can think of several places (the movie theater, the on-campus chic-fil-a, and any place in Germany), I began to apologetically inform the gentleman that though it was not my policy, I was required to charge for refills. Before I could get "I'm sorry sir, but", he angrily stated "Last time I buy from you!" and stormed away. Which brings me to my next point:
2: Do not tell the employee that you will not buy from them in an attempt to make them do as you wish.
The employee is in no way bothered by your lack of return visits, and after this pompous display of your hindquarters will take great delight in your discontinued presence.
3: Do not over-estimate your purchasing power.
Don't misunderstand, you have purchasing power, and lots of it. But after spending an inordinate amount of time in the establishment only to purchase an item for approximately $0.75 does not make you equal to Bill Gates. This is especially important when considering point number four:
4: Sparingly use the sentence "Well, you've just lost my business."
And while I'm at it, lose the indignant tone. Save it for those instances when someone has truly done something deserving. Refusal to meet your demands for a freebie or a discount is not a valid excuse for you to exercise your wrath. When you overuse the sentence, or worse yet, use it and then return the next day, it loses a lot of power. Mostly, it just makes you a liar. Next:
5: Do not be overly critical.
Every day we decorate somewhere between 4 to 14 cookie cakes. A lot of the time, especially in cases where a customer has been particularly... extravagant over decorations, we will spend extra time making the cake look as beautiful as possible. Believe it or not, we actually take pride in our work, and we are proud of exceptional cakes. We get excited, and look forward to you coming to pick it up so we can see the joyous look on your face. We anticipate a happy reaction. When you come in and complain about something, we want to throw your cake (like a big, iced frisbee) at you.
6: When someone does something nice for you, you thank them.
Just like above, we take pride in our work. We expect that you will appreciate it. After spending 15 to 30 minutes on your cake (most take 5 - 10 minutes), we expect that you will be happy. Squinting at the cake and saying something like "Well, I guess that will do..." or sighing and saying "It'll work.." does not inspire feelings of goodwill, nor does it give us warm fuzzies. However, being kind to us usually makes us feel that you are "cool", or at least a decent human being. While being rude tends to make us respond in kind (going out of our way to avoid giving you anything for free or discounted, taking the "minimal effort" approach, or even exercising our right to refuse service), being polite increases the chance that you might find yourself the recipient of discounts, freebies, extra effort, and cheerful service every time we see you.

This is all for part 1, part 2 will examine corporation structure and pricing models.

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