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Businesses that really need comment cards often don’t have them

30 Apr

Most businesses realize the value of good customer service. And many of them give customers a chance to rate the service they have received.

Some provide comment cards that customers can complete and leave or mail back. Others provide websites at which customers can provide feedback.

My wife and I saw a different take on this recently when we ate lunch at a fast food restaurant. On our tray with our meal was a professionally printed note from the restaurant’s general manager.

“I care about your experience at Burger King,” it read. “If you experience any issues please let me know so I can make it right.”

The note gave the manager’s first name, phone number and email address. It also provided the first name of the restaurant chain’s area manager and email address.

I thought the note was a nice touch. We didn’t need to contact anyone there because the food and service were excellent.

And that’s exactly what I’ve found with most businesses that make it easy for customers to provide feedback — they’re generally doing a good job.

Oftentimes, the businesses that really need to hear from customers don’t provide comment cards or any other way to easily provide feedback.

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I wasn’t exactly a star football player in junior high and high school, although my dad proudly pointed out that I scored a touchdown one of the first times I got my hands on the ball in a game.

“I thought a star had been born,” he used to say.

I played the fullback position. And, as it turned out, I was a much better blocker than I was a ball carrier.

Though I wasn’t a star, I tried hard. That was pointed out to my wife when we sat near Darrell and Ann Lietz of Davenport on a bus trip to a dinner theater in February.

Darrell, 85, was my ninth-grade football coach at Williams Junior High in Davenport. That would have been in the 1963-64 school year.

“He was Mr. Hustle; he had a great attitude,” Darrell said of me to my wife. Always quick with a zinger, she replied, “I would’ve liked to have known him then.”

###

One of the downsides of aging is finding an ever-increasing number of obituaries of people you know in the newspaper. A person my age and older can spend a lot of time mourning the dearly departed at visitations or funerals.

But I recently found a comforting thought. It was a simple, two-sentence poem attached to some flowers at a funeral I attended. It went something like this: Death leaves a heartache no one can heal. Love leaves memories no one can steal.

Copyright 2014 by Phil Roberts, Creative Enterprises. This ran as a column in The North Scott Press.

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Posted by on April 30, 2014 in Uncategorized

 

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