Starbucks N. Scottsdale 8-25-08

My Experience: This one on Frank Lloyd Wright near AJ’s is always slower than others in the area and today was the same.  I ordered two lattes, one grande, one venti and got the grande one but then waited a few minutes while the three people behind me got their drinks, then my venti showed up.  I wonder if they have secret auditors go in and time the thru-line.  It would be easy enough to do with a digital watch and a fake cross-word in hand. I know from experience this one is half as fast as the others around here.  Another “have a nice day” and no “thank you.”  They just shut 600 units, you would think they could squeeze one out for my eight bucks, I have a coffee maker and milk frother at home and $8 is a month’s worth of coffee from Costco.  I also came from my gym which has a Coffee Plantation in the parking lot and was heading to get my dry cleaning which is next to a Coffee Bean.

Total Score from a possible of 10:  8

Interaction Cost: $8

Said “Hello” first:  1 Out of 1 point

Smiled:  3 Out of 3 points

Efficient:  1 Out of 2 points

Friendly, Engaged or Enthusiastic:  2 Out of 2 points

Said “Thank You”:  0 Out of 1 point

Bonus for getting all of the above:  0 Out of 1 point

If you have been here please leave a comment about your experience!

Sports Authority N. Scottsdale 8-24-08

My Experience: Four sets of parents shredded the kids cleat area where shoes are offered for 20 minutes while the staff screwed around at the front door.  I went up front and asked if they could order a certain Adidas cleat in a youth 2 for my child and the customer service rep said they do not make a youth 2.  Yea, right.  They make a 1, 1.5, 2.5 and up but the skipped 2. 

Total Score from a possible of 10:  2

Interaction Cost: $90

Said “Hello” first:  1 Out of 1 point

Smiled:  0 Out of 3 points

Efficient:  0 Out of 2 points

Friendly, Engaged or Enthusiastic:  0 Out of 2 points

Said “Thank You”:  1 Out of 1 point

Bonus for getting all of the above:  0 Out of 1 point

If you have been here please leave a comment about your experience!

Dunkin Donuts Scottsdale 8-24-08

My Experience:  In and out, much smoother but also very slow.

Total Score from a possible of 10:  7

Interaction Cost: $8

Said “Hello” first:  1 Out of 1 point

Smiled:  0 Out of 3 points

Efficient:  2 Out of 2 points

Friendly, Engaged or Enthusiastic:  2 Out of 2 points

Said “Thank You”:  1 Out of 1 point

Bonus for getting all of the above:  0 Out of 1 point

If you have been here please leave a comment about your experience!

No Thank You

I have decided to make a new catagory called “No Thank You”  It is concerning to me how few I am getting.  I will make a “No Smile” and a “Perfection!” category also.  This will be handy as a quick view of who is consistently landing in these categories down the road.

Barnes & Noble Books N. Scottsdale 8-23-08

My Experience: With a few minutes before a movie we decide to burn up a gift card.  I was looking for a book I heard about called “The 22 immutable laws of branding” and the girl said one was on order and she would be glad to hold it for me.  Cashier got the job done but no thank you and not a smile to be found.

Total Score from a possible of 10:  5

Interaction Cost: $28

Said “Hello” first:  1 Out of 1 point

Smiled:  0 Out of 3 points

Efficient:  2 Out of 2 points

Friendly, Engaged or Enthusiastic:  2 Out of 2 points

Said “Thank You”:  0 Out of 1 point

Bonus for getting all of the above:  0 Out of 1 point

If you have been here please leave a comment about your experience!

Go Wireless Henderson, NV 8-21-08

My Experience:I stopped in to buy a charger for my Blackberry.  Six months ago I bought one here and it did not work with my Motorola Q.  I asked for a factory brand and they said they did not have one.  They assured me it would be fine.  I bought one and we plugged it in right there and it did not work.  All-the-while the young man behind the counter is calling me “dude” and “bro”.  He also asked for my id when I gave him my American Express.  I assumed he was going to glance at the id but he started entering everything.  When he I asked him to stop he did not.  So demanded he stop stating he did not need my home address to buy a power cord.  He just gave me a look.  Another charger with a few “bro’s” and “dude’s” sprinkled on top and I was out the door $39 later.”Later Bro” in leiu of a thank you.  I had no idea “thank you” was almost as rare as a smile.

Total Score from a possible of 10:  1

Interaction Cost: $39

Said “Hello” first:  1 Out of 1 point

Smiled:  0 Out of 3 points

Efficient:  0 Out of 2 points

Friendly, Engaged or Enthusiastic:  0 Out of 2 points

Said “Thank You”:  0 Out of 1 point

Bonus for getting all of the above:  0 Out of 1 point

If you have been here please leave a comment about your experience!

Homewood Suites Henderson, NV 8-21-08

My Experience:The check in was smooth.  They need a system to keep track of Hilton Honors numbers better.  I have stayed in this hotel literally 40 nights in the last year and every time I check in I have to find my card.  Also, the staff wear a button which says, “catch me at my best.”  I asked her what this meant and she said when you (the customer) sees her doing something well we should ask for a card to fill out to submit to the company stating so.  So…now good customer service is not to be demanded or expected but we are to help manage the process also?  USAIR does this.  I am a Gold Member which means I fly like 35,000 miles a year with them.  In the pack I got welcoming me to the “club” are small business cards I am suppose to give to some USAIR staff memember if I see them doing a good job.  I do not understand how this idea got off a spiral notebook and into play.  I will be writing on airline travel later today.

Total Score from a possible of 10:  7

Interaction Cost: $99

Said “Hello” first:  1 Out of 1 point

Smiled:  0 Out of 3 points

Efficient:  2 Out of 2 points

Friendly, Engaged or Enthusiastic:  2 Out of 2 points

Said “Thank You”:  1 Out of 1 point

Bonus for getting all of the above:  0 Out of 1 point

If you have been here please leave a comment about your experience!

Chipotle Restaurant Henderson, NV 8-21-08

My Experience: Smooth enough but the people behind the counter were a little lax in calling me dude and “have a good one.”  Just say thank you.

Total Score from a possible of 10:  5

Interaction Cost: $8

Said “Hello” first:  1 Out of 1 point

Smiled:  0 Out of 3 points

Efficient:  2 Out of 2 points

Friendly, Engaged or Enthusiastic:  2 Out of 2 points

Said “Thank You”:  0 Out of 1 point

Bonus for getting all of the above:  0 Out of 1 point

If you have been here please leave a comment about your experience!

Hertz Rental Car Las Vegas 8-21-08

My Experience: Being Hertz Gold a member makes it a service-less but flawless experience. So the only person I deal with is the guard at the exit gate.

Total Score from a possible of 10:  10

Interaction Cost: $88

Said “Hello” first:  1 Out of 1 point

Smiled:  3 Out of 3 points

Efficient:  2 Out of 2 points

Friendly, Engaged or Enthusiastic:  2 Out of 2 points

Said “Thank You”:  1 Out of 1 point

Bonus for getting all of the above:  1 Out of 1 point

If you have been here please leave a comment about your experience!

Homewood Suites Hotel Henderson, NV 8-19-08

My Experience: Quick check-in.  No fuss no muss one night stay.

Total Score from a possible of 10:  10

Interaction Cost: $109

Said “Hello” first:  1 Out of 1 point

Smiled:  3 Out of 3 points

Efficient:  2 Out of 2 points

Friendly, Engaged or Enthusiastic:  2 Out of 2 points

Said “Thank You”:  1 Out of 1 point

Bonus for getting all of the above:  1 Out of 1 point

If you have been here please leave a comment about your experience!