"Local" Customer Service - Part II

October 28th, 2011
By

Part II - Warning: kinda long

So we've kinda hashed out wat being a kama'aina is (should be) all about. We all generally see eye to eye on life on da islands and I wholeheartedly believe it goes into how we were raised. How does it all tie into customer service?

Let me share with you my "opinion" of customer service and all da longtime Kwonics, and everyone in da WWD! Hui of course, will finally realize why I "value" customer service so much. You could say Part I was a prelude to wat goes on in my pupule mind about service.

If you have a job, you're in customer service. The main difference is if you're on the front lines or "administrative" bound. The front lines deal directly with the customer and have personal contact with them while the desk strapped administrator, as you get "promoted", get less and less interactions with the actually customer but in turn the term "customer", turns to employees.

We've all heard the term "customer service" and we all heard it more popularly translated to "service the customer" - that's where I believe it goes all wrong.

Who wants to "service" anybody? Just saying "service" makes people not smile. What if someone told you to service them? No, not da strip bar kine. It just sounds demeaning and has a negative connotation. Try say dat to your significant oddah and see wat happens........ so why would we subject complete strangers to dat?

It really should be a "customer satisfaction rep" or agent or watevah you want to put at da end because what's the numbah one goal for any workah?

To satisfy his/her customer.

Here's where it gets "technical".

To some, you must think that I'm critical of "service" and to a certain extent, I am. I expect a customer satisfaction agent (sounds classy yeah?) to basically do one thing and one thing only - their job and everything that it entails. Nothing more, nothing less.

I am less of an okole of professions I do not know but for da ones I am familiar with, I take particular notice. Take for instance dining in at a restaurant. I expect, yes expect, a smile or at least not an angry face, a greeting of any sort, proper order taking, checking back three times (once after the meal is served to see if anything else is needed, again during the meal for the same reason but also to refill water, lastly, to deliver the check) and a thank you.

That's for the bare minimum of being "satisfied". Why? Cause s/he did their job.... satisfactorily.

Now if our "server" (see how bad dat sounds?) noticed Da Baby and asked if we needed a booster instead of us asking first - that shows a little something. Or maybe even when taking our name down, anticipating our needs by asking if we'd prefer a table or booth (if it's an option) or suggesting an area more suitable for the situation (maybe keiki friendly so away from foot traffic or maybe a cozier table if its a date). How's about refilling bread or salsa or watevah is "complimentary" if it goes out quickly? What about even asking if we wanted all the food out at the same time or salad/app's first then the entree?

Simple things like that is what makes a customer..... more than satisfied. That's going above and beyond the "basics" and as a consumer, we enjoy being thought of instead of waiting for things to happen.

How's about retail satisfaction agents (sounds 007-ish huh)? Sure at minimum they should acknowledge you in the store and most times people deny any help but how's about pointing some things out like a sale rack and what specials are going on instead of just a "Hi, welcome to ______"? Well, actually, I've been seeing a growing trend of an "information person" more often in stores although it appears they designate only one person to be it.

Don't you hate it when you ask if there's any more in stock and they automatically say, "whatever is out on the shelf, that's it." Granted, if they stocked it they would know.... but how do WE know they stocked it? Is it really that cumbersome to just say, "if you have a minute, I can recheck stock for you" and even if you "fake-looked", at least it shows the consumer that you're there to help. But how do you know there wasn't a return? How do know if there was a hold and no one came back to purchase it?

The number one answer to "stock questions" that really gets me is, "YOU can check our other stores, they might have it."

Wassup Wit Dat!

I mean really, do you not want our business? Do you not want to pick up a phone and call another store yourself? Do you not want to check the computer especially if it shows stock from other stores?

It all goes back to "satisfying" the customer because if you left the store at that instant..... did you leave satisfied? Now if you left the store after all the "help"..... would you leave satisfied? Disappointed the item wasn't available but satisfied at the least that resources were checked nonetheless right?

I remember back in the day when retail people would offer to call another store and even have it delivered to the current store so the customer wouldn't have to drive across town to pick it up. I remember when they would actually go into the warehouse and actually look for an item even though there may be a chance there wasn't any. And heaven forbid any suggestions for similar items maybe in a different color or comparable product.

Customer satisfaction is tier-like in the sense that there are some that will think ahead, anticipate the situation and plan or suggest accordingly. There will be those who just offer the "basic plan", those who offer the "gold plan" and those who go out of their way to offer the "premium plan".

Treat others like how you'd want to be treated is always said but not always done and that's another anecdote that while true, is not "serviceable". I think the anecdote should actually be "treat others kindly because it's the right thing to do".

Think about it. If you want to treat someone in a reciprocating fashion, then aren't you just self-satisfying yourself? Those in the customer satisfaction industry should take pride that someone else is satisfied instead of themselves. That's the nature of your JOB. It's not about you, it's about THEM and if you can't get that then I can see why you may not enjoy your job as much.

Sure we need to be satisfied with our jobs as well but that should be the end result of you doing yours. A consumer's job is nothing more than paying money to be satisfied. (Get your heads out of the gutter) And that's why there are people willing to pay more for a higher level of satisfaction (it's still in the gutter).

Now with all that being said, for those who thought I was "upset" about being $2 short a couple blogs back, I hope now you understand that I wasn't upset. I didn't complain about it. I didn't snap at him. I was dissatisfied more than anything. Did I expect him to verify the last receipt by calling Romano's? No. I asked if he could and it would have been nice if he did. Did I ask him to let me slide? No. I explained our situation to him and he wasn't satisfied about it so no deal. Did I expect him to let it slide? No. In fact I was about to leave when I showed him the exchanged receipt. Was the receipts a big deal for the promo? NO. It wasn't photo-copied, it wasn't verified by a manager, it wasn't added up with a calculator tape.... all it was him "seeing" it was $200+ to qualify.

Could he have suggested to me going next door to the Cookie Corner and buying a cookie? Or the ABC Store and buy a water? No, that was the "premium package" which he didn't have membership for.

Customer satisfaction is all about what you can do and da biggest sticking point is if you're willing to do it. When I worked at the ABC Store and a customer wanted a product we were out of, I'd climb the rafters in the storage looking for it and if we didn't have it, I'd call a neighboring store till I found it. I then would run over to the store to pick it up and bring it back for the customer. At times, I'd even deliver it to their hotel.

It was something I could do but more of what I was willing to do.

I could literally write a book about this but it's 2:45am and I have yet to sleep.

Bottom line, what should "customer service" be? Ask yourself, is s/he satisfied and to what degree? Was there more I could do or offer? Am I able and willing to do it? Granted you can't and will not be able to satisfy everyone because of differing standards but at the least.... shouldn't you try?

And of course, I'd like to respond to some comments left earlier that made me ponder:

rayboyjr said,

... I think your presumptions causes your pain ... yeah, you can expect things or people to be a certain way ... but we know things don't always turn out to be what we expected ...

And you're right about that my presumptions causes my own pain. But should I have lower standards than the "basic plan"? While I don't feel like I "expect" much (as noted above) and I get disappointed when I see bad customer service, I was more than willing to let it go cause he was following the "rules" and basically did his job minus the Aloha.

... and the guy didn't cut you slack in meeting the receipt requirements ... maybe he could have or should have given some leeway ... he might have had that discretion, but we really don't know ... you're expecting a level of service he wasn't required to provide ... maybe you could have asked for a supervisor or manager who might have given the ok ... another hard thing to do ...

In truth, I think I was hoping he'd provide a higher level of service but again, was I upset that he didn't? No. Just disappointed. I was dissatisfied with his inter-personal skills though.


And I didn't welcome a Lurkah in the previous blog so E Komo Mai to WWD! pali! He said:

dat kine workers no last too long. dey end up working at one oddah job making da oddah workas miserable because dey miserable to begin wit. ala moana management should step up and train mo bettah. shame dat kine, fo not representin...jus selfish and lazy.


My eyes gravitated to the last three words..... "selfish and lazy". If you have either or both, they are deadly in the customer satisfaction game.


And saving the best for last, changwang said in reference to kama'aina:

i cant describe the "specific" type of local that you ask for. locals come in all shapes and sizes but i am 100% sure they are local. now let me clarify a bit... i'm not saying ALL locals act the way i described earlier but when someone does act that way... more often than not, they are a local....locals have no shame. locals in general play by a different set of rules... they have this "i should be hooked up because i'm local mentality... its like they expect a kama aina discount whereever they go. again, this is not all locals but when someone EXPECTS to be hooked up, its a local.....one more thing, its great that you hooked people up and its really admirable but its apples and oranges when you're on the otherside, EXPECT to be hooked up and get salty about it.


I've never witnessed, experienced or heard of any local being so salty about not getting a kama'aina discount. Now when you say "hooked up", are you saying discount or free? In either case, I don't believe most kama'aina would even expect to get a kama'aina discount outside of Waikiki and even so, we ask if there is a kama'aina discount because businesses have made it so. Now if a business does not offer it in "tourist attractions", I cannot even imagine a kama'aina getting salty about it. If there was one, s/he probably isn't right in their head.

I can only speak for myself although I'm confident most will agree, I don't expect any hookups unless offered in the first place and it's usually by friends anyways. Who in their right mind would ask a complete stranger to "hook them up" unless they have a few coconuts loose in their head? I cannot even begin to fathom any kama'aina acting like that and especially getting salty about it... that doesn't sound right.

you dont need to feel sorry for the way i feel, my observations are my personal experiences and the more you try to argue against it instead of accept it as my own, the more i think you're biased and blinded by local pride. a lot of what you mention illustrates this because you seem to think we have a special type of aloha spirit here. i find that amusing because i have seen the same "aloha spirit" you find so rare, all around the world.


If being biased and blinded by local pride means it protects what Hawai'i has to offer.... then I am biased and FULL of local pride. That same "aloha spirit" you find so rare all around the world, I'm sure they too have the same bias and local pride themselves.

in a way, i guess i'm sorry you blogged about an experience that fell into my generlizations about the way locals act in a specific situation, but my experiences are my experiences. i'd love to take your suggestion and change my ways but then i'd have to agree with your dogma in this entry which i dont.

You sorry that I blogged? Ok. Brah, no one is asking you to change or agree with anything here. If you choose to live and see life as you do now, my only hope is that you do find your Aloha somewhere... as you've made it evidently clear you're not going to find it here. Good luck to you.

when frank de lima says chinese are pake people laugh. when changwang says locals try to game the system the sky begins to fall.


Umm, Frank De Lima is a comedian.... you're dead serious about your interpretations hence any repercussions to that effect.

Mahalos to everyone that shared their mana'o and kept it civil. Muchos Mahalos to changwang and rayboyjr for being da stars da past couple blogs and sharing their own experiences as well.

Da WWD! Hui is truly da bestest!








Posted in WWD! | 22 Comments »

22 Responses to “"Local" Customer Service - Part II”

  1. M:

    First!
    kinda long iz right!


  2. KAN:

    Umm, Frank De Lima is a comedian.... you're dead serious about your interpretations hence any repercussions to that effect.

    EXACTLY.

    I'm always impressed when I ask a store clerk where something is and he/she LEADS me to where it is. I think that goes the extra mile.

    Happy Aloha Friday everyone! It's gonna be cold and rainy where I am, so please enjoy the warm sunshine where ever you are.


  3. hemajang:

    phew, too tired from reading, cannot think already...sounds good BL, you sure you no get some Frank De Lima blood.


  4. Ocean Lover:

    Hey BL.......you NICE GUY. ;-)

    OL.............anuddah day, moa DRAMA


  5. M:

    It's Aloha Friday!
    Time to get ready fo da weekend, kick back and relax. No get all stress out la dat. Take it easy, spend time wit da family. :)


  6. GA Bows:

    It's FGF and all da spooks will be out. Have a good one all!


  7. rayboyjr:

    :cool: Happy Feel Good Friday :cool:

    ... hey Braddah Lance ... I get one more beef with you ... in the opening you gave us warning that this was "kinda long" ... I respectfully disagree sir ... this was really fricken long!!! ... haha ... and on a Friday to boot ...

    ... no kidding was long ... by the time I got to the end ... I forgot what you said in the beginning ...

    ... sorry for being an unintentional "star" of your blog ... but I'm not sure that I like co-starring with changwang ... because we don't share the same views ... and he probably feels the same of me ... maybe I need something like this ...

    Disclaimer The views of rayboyjr are his and his alone. They do not reflect the opinions or beliefs of anyone else and is not intended to be a representation of the general public. Furthermore, rayboyjr does not share the views of anyone he is associated with unless expressly stated.

    ... haha, as you can tell, I'm not a lawyer ...

    ... anyway, mahalos to you Braddah Lance ...

    ... Have a Good One Everyone!!! ...


  8. rayboyjr:

    … btw ... I pau talking about this blog … I kinda already thought we were basically on the same page ... and when you get down to it, we actually agree on most of the stuff it seems that we’re arguing about …

    … I'm eager to get to your next blog about the “customer satisfaction agent” … who service consumer's who are “paying money to be satisfied” … and where you can “pay more for a higher level of satisfaction” … where da heck is this??? … I want in!!! …

    … just kidding … it’s Friday … have fun everyone … go out and get SATISFIED!!! …


  9. changwang:

    "Oh crap. Priceless WWD! is right. We nevah get da Macaroni Grill receipt and I threw away the donburi receipt after Da Baby pau eat. That means we were short $2 and already in da elevator heading down. They only going check the receipt anyways so da $2 should be ok.... right?"

    you obviously know you're wrong yet you like chance um' anyways. i'm not saying you're a criminial because i have a feeling you'll take it that way but you definately have the intent of circumventing the rules.

    strike #1

    Customer Service Rep (CSR): "May I help you?" (keep in mind he has a bored shi!tle$$ demanor with a Yogi Bear kinda voice)
    BL: "I saw an ad upstairs to bring in $200 in receipts to get a free shirt?"
    CSR: "Do you have your receipts?"
    BL: "Yup but I only have two receipts right now and they total $198 and change so we're short $2. We juuuust ate at Mac Grill and dropped $40 but didn't get a receipt so we're really over $200."
    CSR: "I know it's only $2 but we need the receipt."
    BL: "Can you call Macaroni Grill? We just left there."
    CSR: "You want me to call them? We need the receipt."
    BL: "So you want me to go all the way back up there just to get a receipt? No need then."
    CSR: *Looks pissed*
    BL: *About to leave* "I have another receipt for $75 but it was an even exchange... it's really zero." *I hand it to him*
    CSR: *Takes a calculator and adds it all up and walks away to the side of the counter*
    BL: *I turn to the 2nd CSR whose customer was pau and left* "He should smile more." *She just smiles back*
    CSR: "Here's the certificate. You have to go upstairs to the kiosk on the second floor and redeem it there."
    BL: "Really? I have to go some place else to get the shirt?"
    CSR: "We can't hold all the shirts here." *said 'matter-of-factly' in a sassy tone which was an improvement from Yogi Bear*
    BL: "Cool. Mahalos."

    you already know you're wrong yet you try to push the issue and according to you are dissapointed because he's not buying it.

    strike #2

    "Back to da $2. I no can figgah why it was such a big deal wen all he wen do was look at 'em, add 'em up and just gave 'em back to me. I mean seriously, if he had to justify it by making copies or have a manager sign off on it then by all means, $2 means everything cause it's part of da deal and I get dat cause I work in an occupation dat if you don't dot your i's or cross your t's things don't get done, but really..... $2 and no validating record keeping necessary?"

    you sound a little frustrated and again according to you, dissapointed because he didnt let you slide and you obviously know the logistics of the promotion better than them... amirite? what happened to the benefit of the doubt? in the conversation you said he uses a calculator to verify the receipts then walks off to the side. hmm.........

    strike #3

    i understand the whole customer service deal, i think we see eye to eye on that. i dont think however, we see eye to eye about the responsibility of the customer. if i was that csr, i would ask myself, am i on MTV punkD? maybe its a little melodramatic but thats what i would feel and i laughed when i read this because it seemed like thats the way he felt. if i was the csr i'd be thinking to myself "what??!? this guy cannot read english or what??!? now he wants me to do what?!!?1 are you kidding me?!?!? no i dont want you to go back up to get the receipt, i just wanted you to bring $200 worth of receipts when you first came but you like try be sly now you wanna put me on the spot???!?!

    oh man this is comedy, i have no idea why i read that very first blog that started all of this but i did and as usual i woke people up. braddah lance is obviously a believer of the school where the customer is always right no matter what. i'm from the school where the customer determines the level of service.

    might as well just throw all the trash on the ground, the janitor is gonna clean it up, thats his job... amirite? again, a little melodramatic but i think you folks get the point.


  10. Ocean Lover:

    changwang........ah, you feel GOOD now? Also, did YOU give a donation to Drew Iida's family?

    Life is short enough as it is without disrespecting others IN THEIR OWN HOUSE.

    OL...........asking the question "WHO enjoys pissing matches?"....Now we all know :-(


  11. Kage:

    Wow! Go away for a little bit and then it takes hours to catch up on this blog! :)

    Good reading. Gets the blood pumping, shmall kine.


  12. snow:

    uhhh, happy aloha friday kwonics and lanceformers? :D

    in my many years working in retail, i had customers who yelled at me, threw things at me and who threatened to complain to my manager about me. why? because they were mad at the situation (they didn't get the free gift, got overcharged, etc.), were frustrated with my co-workers and they needed someone to complain to. eventually, all, yes, ALL of those customers apologized to me and thanked me for my service, even if i didn't necessarily give them what they wanted. is the customer always right? no. but if you provide good customer service no matter what the situation, even the most nasty customer will be a returning customer. and, that, is the goal!

    the customer service agent sets the tone - not the customer - and determines the level of service necessary to satify each customer. if the customer is not satified (regardless of if they got what they wanted) in the end, the customer service agent did not do their job.


  13. rayboyjr:

    … I guess changwang wants an encore performance … sheesh, I thought we were done here …but I gotta reprise my co-starring role …

    @changwang … what’s the big deal here? … is it your intent to prove Braddah Lance is wrong and you are right? … do you actually believe there is a right and wrong here? …

    … wait a minute … I think you do believe that everything discussed here is clear cut … and there has to be a right and wrong in this situation … and that you are right or that you have to be right because Braddah Lance is wrong …

    … what we are dealing with here … are experiences, opinions, and beliefs … Braddah Lance’s, yours, mine, and anyone else who bothered to add their 2 cents in … and to flat-out call anyone wrong for their opinion or belief … is ridiculous …

    … what would you think if I called what you believed in, wrong? … I know I’d get a whole full page response from you … I think I’m getting it regardless …

    … because really, the only thing that could be hard set is the purchase requirement rule … but what do we really know about the rule? … that it was on the poster … yup that’s about it … we don’t know if it was in some kind of permanent rules and regs … or bylaws of Ala Moana Shopping Center … or if there was a subsection A, that allows for slight discrepancies … or for leeway … and names persons in authority to make subjective judgements as to what is deemed as reasonably meeting the requirements …

    … now we don’t really know how strict this rule was … everything is subjective … and falls back on whoever has to interpret this rule …

    … if you have proof or verification that there should be no allowances or other interpretations of this rule … I’d sure like to see it …

    … if you don’t, then you have no real basis for calling Braddah Lance wrong … it’s his opinion and belief …


  14. cc:

    Sad to say but it's a sign-of-the-times. The newer generation of workers (maybe not all) seem to have an 'I'm entitled' attitude which somehow might be caused by the over-indulging and over-protective parenting generation. Almost as if working hard for something/someone is such a foreign concept. Just my thoughts.....


  15. anklebiters:

    We need to invite changwang to the next TRIAD get together....I'm hoping to be back the week of Thanksgiving, shoulder permitting.


  16. DIO:

    ankles: If you're inviting changwang to any of the get togethers, then count me out. I am not gonna show up.


  17. Manoa Mist:

    I'm a fan of our blog host but let's be fair to changwang. He makes some solid points. I'm sure Braddah Lance, who is a big boy and a good debater, will respond.
    rayboyjr, oceanlover - you folks got some points too. I suppose my thought is like Lance says this blog is "What's up with that?" so that can an invitation to drama and debate. (Maybe M at #5 has the best points of all.)
    "If you want others to be happy, practice compassion. If you want to be happy, practice compassion." - Dalai Lama. Nobody's perfect and we all gotta accept that.
    Or, as Rodney King said, "Can't we all just get along?"


  18. roach:

    BL,

    Zzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzz, oh is it ova ? Everybody feel betta now? I tink nating wuz accomplished. Everbody still in der own corner. If can, can. If no can, no can wen trying to change someone's tinking, la dat.
    Happy Halloween!


  19. Coconut Willy:

    Nuff said already. I need to enjoy my one day off over eight days.
    Good Night everybody.


  20. Braddah Lance:

    M:
    First!

    And to you Da Quote of Da Day.....
    There are no traffic jams along the extra mile.
    Roger Staubach

    Ok, you get bonus one too...
    Customer service is not a department, it’s everyone’s job.
    Anonymous

    kinda long iz right!

    E kala mai..... :oops:
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    KAN:
    I'm always impressed when I ask a store clerk where something is and he/she LEADS me to where it is. I think that goes the extra mile.

    Dat is a nice touch. I really don't see why das such a hard thing to do.

    Happy Aloha Friday everyone! It's gonna be cold and rainy where I am, so please enjoy the warm sunshine where ever you are.

    Wanna trade? Ok, maybe not da rain but I love da crisp cold air... in shorts. :wink:
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    hemajang:
    phew, too tired from reading, cannot think already...sounds good BL, you sure you no get some Frank De Lima blood.

    E kala mai for da long read. And I'm surah I get some potagee in me somewea. :razz:
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    Ocean Lover:
    Hey BL.......you NICE GUY.

    Mahalos - I try.
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    M:
    Time to get ready fo da weekend, kick back and relax. No get all stress out la dat. Take it easy, spend time wit da family.

    Rogah. I had a tough week at work and today was pretty rough. Wen my okole print has left a permanent mark on my chair and work straight through my shift without lunch or time enough to fut.... good ting my uncle had cold beeas ready for me tonight. :mrgreen:
    .
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    GA Bows:
    It's FGF and all da spooks will be out. Have a good one all!

    Halloween pah-tays galore - be safe up in GA.
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    rayboyjr:
    ... hey Braddah Lance ... I get one more beef with you ... in the opening you gave us warning that this was "kinda long" ... I respectfully disagree sir ... this was really fricken long!!! ... haha ... and on a Friday to boot ...

    Das why you get da weekend for finish 'em. :lol:

    ... no kidding was long ... by the time I got to the end ... I forgot what you said in the beginning ...

    No blame da MLC action on WWD!. :lol:

    ... sorry for being an unintentional "star" of your blog ... but I'm not sure that I like co-starring with changwang ... because we don't share the same views ... and he probably feels the same of me ...

    It's au' good.

    … btw ... I pau talking about this blog …

    Me too.

    changwang:
    oh man this is comedy, i have no idea why i read that very first blog that started all of this but i did and as usual i woke people up. braddah lance is obviously a believer of the school where the customer is always right no matter what. i'm from the school where the customer determines the level of service.

    Brah, I stay pau wit dis. If you feel you "woke people up" then more power to you. But personally, I don't think so. You pick and choose wat you want to hear and take and spin it howevah you want. If das how you are, then das how you are.

    Let me just say dat I nevah pushed any issue. I nevah make "sly" about anything nor did I try and be "criminal" about anything. And btw wen da CSR went to da side, he went to grab da voucher for da shirt but as you so insinuated he did some kine of "hookup" for me. Wat's da big deal about finding out if can? Yes I was disappointed but by his non-effort - and his persona - because personally, I would have done different and das wea rayboyjr had pointed out dat dat was my own pain from my own presumptions. Now dat, I understand.

    might as well just throw all the trash on the ground, the janitor is gonna clean it up, thats his job... amirite? again, a little melodramatic but i think you folks get the point.

    And yeah! Da janitor should clean it up - das their JOB! Surah, whoevah threw it on da ground has no class or respect and I wouldn't dare do dat just from "pride" alone but in da end, das their JOB. If they no like dat part of their job then QUIT!

    Honestly, you seem to make like da customer should be kissing your okole and then you spin it back onto me saying dat I'm a beliver dat da customer is always right and I've NEVAH EVAH said dat! amiright?????

    No wait, it seems dat only you are right so I'll go on point and saying you are right.

    Live your life hating on locals and customers and I'll go on writing about loving da aloha spirit and WWD! moments and we'll both live in harmony each in our own world.

    And no worries, you're always welcome to post and open anyone's eyes.
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    Ocean Lover:
    Also, did YOU give a donation to Drew Iida's family?

    There are "numerous countries [to] respond to enormous tragedies around the world. i dont really understand the uniqueness of the example you gave" - No boddah. Local tragedies are meaningless to him.

    Life is short enough as it is without disrespecting others IN THEIR OWN HOUSE.

    No worries, free country, free speech and we've always welcomed EVERYONE to da WWD! Ohana and as you've said countless times.... it's wat makes da world go 'round.

    OL...........asking the question "WHO enjoys pissing matches?"

    Damn! It was a pissing match? I didn't pull my pants down. :lol:
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    Kage:
    Wow! Go away for a little bit and then it takes hours to catch up on this blog!

    Only hours?

    Good reading. Gets the blood pumping, shmall kine.

    A shot of kim chee would have done just fine no? :lol:
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    snow:
    uhhh, happy aloha friday kwonics and lanceformers?

    Always. :grin:

    is the customer always right? no. but if you provide good customer service no matter what the situation, even the most nasty customer will be a returning customer. and, that, is the goal!

    Well said.

    the customer service agent sets the tone - not the customer - and determines the level of service necessary to satify each customer. if the customer is not satified (regardless of if they got what they wanted) in the end, the customer service agent did not do their job.

    B-I-N-G-O. And it's not about kissing okole, it's about providing solutions and if there are none, then there are none but 98% of da time there is a solution out there.
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    cc:
    Sad to say but it's a sign-of-the-times. The newer generation of workers (maybe not all) seem to have an 'I'm entitled' attitude which somehow might be caused by the over-indulging and over-protective parenting generation. Almost as if working hard for something/someone is such a foreign concept. Just my thoughts.....

    E Komo Mai to WWD! cc! Glad you could drop in and share your mana'o!

    And yes, I totatlly agree. It's almost a defensive issue instead of a solution based issue yeah? And da younger generation is different but das wat us old futs are hea for.... to remind them of old school. :grin:
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    DIO:
    ankles: If you're inviting changwang to any of the get togethers, then count me out. I am not gonna show up.

    Even if I buy da beea's? :mrgreen:
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    Manoa Mist:
    I'm a fan of our blog host

    E komo mai back to WWD! Manoa Mist!

    but let's be fair to changwang. He makes some solid points. I'm sure Braddah Lance, who is a big boy and a good debater, will respond.

    I am a big boy, round is more like it and and a debator, no.

    But I am curious as to wat solid points you're referring to?

    I suppose my thought is like Lance says this blog is "What's up with that?" so that can an invitation to drama and debate.

    Well usually it's to laugh and tease. Plus drama and debate sounds too serious. :lol:

    Or, as Rodney King said, "Can't we all just get along?"

    I get along wit everybody.... it's up to everybody if they like get along wit me. :grin:
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    roach:
    Zzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzz, oh is it ova ? Everybody feel betta now? I tink nating wuz accomplished. Everbody still in der own corner. If can, can. If no can, no can wen trying to change someone's tinking, la dat.

    I'm not hea to change anybody's thinking but I will defend wen attacked.
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    Coconut Willy:
    Nuff said already. I need to enjoy my one day off over eight days.

    E kala mai for da one spare moment you get to check into WWD! and gotta see dis kine. Enjoy your time off. I'll get things back to "normal". :lol:


  21. hawaiiobsessed:

    I nominate BL to train all the "customer satisfaction" people. You really did go the second ( and third and fourth!) mile to make your customers happy. I could go on for days about rude, not helpful employees. Since we are all pau wit dis subject will let it go. :>)
    Still love Hawaii!


  22. changwang:

    "Let me just say dat I nevah pushed any issue. I nevah make "sly" about anything nor did I try and be "criminal" about anything" "Wat's da big deal about finding out if can?"

    whats the big deal about finding out if you can redeem a shirt for $198 instead of $200?
    wow, is this a comedy blog?

    "And yeah! Da janitor should clean it up - das their JOB! Surah, whoevah threw it on da ground has no class or respect and I wouldn't dare do dat just from "pride" alone but in da end, das their JOB. If they no like dat part of their job then QUIT!"

    wow just wow... you totally missed my point but i digress

    "Honestly, you seem to make like da customer should be kissing your okole and then you spin it back onto me saying dat I'm a beliver dat da customer is always right and I've NEVAH EVAH said dat! amiright?????"

    oh man... kissing your okole?? bwahahhahaha. i guess you go to zippys and try to buy the $9 zip pack for $7 amirite??!? is there a camera on me now as i type this? i cant believe i'm responding to this nonsense

    "Brah, I stay pau wit dis. If you feel you "woke people up" then more power to you. But personally, I don't think so"

    i dont keep up with your blog but you just did a 2 or is it 3 part series specifically about my comments. is this something you do all the time or did i wake you up? seems to me you have zero self awareness and i think thats the reason locals act the way they do.

    here's a little story that ties into what we're talking about...

    i went to safeway yesterday, bought something and realized i made a mistake because of the stupid "just for you" card thingy. i told the cashier i made a mistake and she rolled her eyes when i told her i didnt want it anymore. braddah lance would be confused with the attitude... i on the other hand understood it was my mistake, apoligized and empathized with her minor annoyance. thats where him and i differ.

    tell me who has the sense of entitlement? tell me where the humility and shame is?

    @rayboyjr "what we are dealing with here … are experiences, opinions, and beliefs … Braddah Lance’s, yours, mine, and anyone else who bothered to add their 2 cents in … and to flat-out call anyone wrong for their opinion or belief … is ridiculous …

    … what would you think if I called what you believed in, wrong? … I know I’d get a whole full page response from you … I think I’m getting it regardless"

    @rayboyjr, do you even know whats going on here? do you know how all of this started? do you even know who called who wrong for their opinion? i gave my short succinct opinion about the smiling blog and got slammed for it with a 3 part follow up not to mention everyone else. theres too many things to point out in your drivel so i wont waste my time.

    i understand im' the outsider but i'd like to give a shout out to manoa mist as the only one who understands where i'm coming from. kinda hard to describe to a blind man what the color red is.

    @ocean spray, ocean water or whatever your name is

    you ask me if i donated to drew and use that as an argument to suggest how heartless and "unlocal" i am? well guess what? you're right i didnt. how dare you ask such a question...? i dont ask you why you didnt donate to my causes do i? very tacky and classless. i believe there are some places people dont go and this is one of them... this entire discussion is about a trivial idiosycracy that i believe exists in locals and you wanna hit below the belt. if you wanna go there its up to you... but i'm out.

    it looks like its winding down, was fun boys and girls, check you out later

    btw whats triad? dont worry dio i'm not coming to get mobbed by locals... oooooooooooohhhhh did i touch a nerve? lulz...