ArchivesCustomer service in Santa Cruz County has been the subject of 24 on-line comments on Nogales International.com. Here is mine:
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Most complaints center on what I call floor help, which in most cases is lacking in education, earns among the lowest wages, or comprises high school youth who have no loyalty or intentions of a long-term relationship with the work place. Those are tough hurdles.
Many of us have tried the usual routes “ complaining to managers, having it out with the employee, writing to the newspaper to bash businesses, and so forth. Obviously that has had minimal results.
I propose being less negative. Why don’t we call the managers to point out employees that do provide us with good service? How about a letter to the editor about excellent service received at a local business? Or, perhaps, a simple, “thank you” to a clerk or other worker?
I’m not talking about instances where employees are simply doing what they are paid to do. I refer to those who go above and beyond the call of duty.
Let me start it:
My wife and her mother recently bought appliances at Home Depot. In an unassuming manner, store associate Martha Lopez took on the task as if she were buying the stuff herself. Thank you, Martha.
Last week, Copy Editor Aulton Utsey spotted Chonita Ferish, a local special education teacher, buying a birthday cake out of her own money for a student. That is love.
The crew at the Jack in the Box on Mariposa Road deserves kudos for its friendly and helpful service. Dishing up fast food with a smile is a hard gig; plus the place is spotless inside and out.
And last but not least, I want to recognize Maria Castillo and Carmen Torres, advertising representatives at the Nogales International. To me it is inspiring how they lug their friendly attitude around as they go out daily into the trenches to promote our newspaper. It’s a tough economy that spurs rejection lmost at every turn. They don’t give up.
I could go on. Instead, I invite you to write us about any particularly good experience you have had while shopping in Santa Cruz County.
(Contact us at 268 W. View Point Dr., Nogales, Ariz., 85621, or manuel.coppola@nogalesinternational.com.)
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Comments
advertise free here wrote on Sep 8, 2009 4:54 PM:
thank you to those who offer good customer service (even when you get a rude customer), as for those who don't (even when you get a nice customer) please try to. "
Larry Frederick wrote on Aug 31, 2009 4:04 AM:
I suspect Mr. Coppola really does know a thing about customer service too. Just a few years ago I would have listed his wonderful Sweets and Subs as another place with great customer service. My wife and I got married there and were amazed at how everyone bent over backwards to make our little wedding a lovely, elegant affair. "
Larry wrote on Aug 28, 2009 7:48 PM:
frecuent shopper wrote on Aug 28, 2009 12:03 PM:
Carlo wrote on Aug 27, 2009 2:26 PM:
For composing such a juvenile comment.
Larry, the point of Mr. Coppola's piece was to invite readers to submit accounts of positive shopping experiences.
Have you any to offer? "
Jack M. wrote on Aug 27, 2009 2:16 PM:
Just about everywhere.
At the deli counters at both IGA and Walmart where my orders for ham and Swiss cheese are always meticulously sliced to order. At IGA where Joe the butcher customized a big batch of Italian sausage links with extra cayenne and fennel. At Alex's Tire Service in Nogales where I had a puncture repaired, rapidly and efficiently. At Walmart for oil changes and lubes in a first-class shop. It's one that offers 'extra attention' to detail like when the manager reminded me that it was time to change the air filter. (When I wanted to know where the heck the air filter was, the technician 'broke the rules' and let me onto the service floor to show me. 'You can change it yourself next time. It's easy,' he added.) At JC Penney where a clerk spent extra time with me as I fussily tried on several pairs of shoes. She just smiled and said, 'Hasta luego - espero?' ('See you later - I hope?') when I left without buying. At Home Depot's garden shop when a young fellow helped me find the name of a large, heavy plant in a reference book and then took me directly to the plant. When I checked out, he loaded the plant into my car. At Safeway, when a clerk walked with me all the way across the store to find a can of coconut milk. At AZ Motor Vehicle where I renewed my license within 20 minutes. (Go on a Tuesday.) At the Pronto Service Station where I almost always learn a new Spanish word while teaching the clerk a new English word. (We've become learning buddies.) At the Nogales Mariposa Clinic where I am greeted in a timely way and where my excellent doctor has become almost like a personal friend.
I'm astounded when I read such sour and negative comments. Such simply has not been my experience.
Maybe expecting good service and trying to treat people that wait on us with respect is all it takes?
With a smile and a greeting?
Meanwhile, living here in Santa Cruz County where 85% of its population arises out of a Spanish-language heritage, learning a bit of Spanish certainly seems sensible.
Otherwise, it must be almost like living in a foreign country.
That's a sad situation to be in... "
Larry wrote on Aug 26, 2009 9:45 AM:
Larry wrote on Aug 25, 2009 11:02 PM:
frecuent shopper wrote on Aug 25, 2009 1:42 PM:
George Wilgers wrote on Aug 25, 2009 12:14 PM:
I agree with you to a point. We should take the time to point out those who do good by us. Speaking of Jack in the Box, a young lady there by the name of Alexandra is one whom I have commended a couple of times as she is always vibrant, friendly and helpful, even if you are complaining about something.
As for the English vs Spanish, it is more than a little frustraiting when you are a person who does not speak a word of Spanish and the clerk apparently cannot speak a word of English, so your order is wrong. Or, as happened on a number of occasions at a number of the fast food chains here in town, they call the number out in Spanish and I just sit there waiting to hear a number that sounds close to right, only to have my order sit unclaimed for tens of minutes.
Do not get me wrong, I have made several efforts over the years to try to learn Spanish, but just seem to be incapable of doing it. "