"HUMAN TOUCH" bruce springsteen
Let me tell you a tale about two different stories about customer service that I encountered this past week.
One concerns Giant Eagle and one concerns the City of Painesville.
First Giant Eagle advertised a full slab of ribs plus a free liter of Coca-Cola for $9.99. Now I have purchased this deal in the past and must admit the ribs I received this time. Not so good, hardly any meat on the bones and the sauce was not what I had tasted before seemed very salty and spicy. We ate one and decided to take the other one back for a refund. When I returned to the store the person at the desk was very polite and professional. I returned with the one full rib expecting my $9.99 back I would also feel that I should pay for the Coca-Cola. With my receipt in hand the clerk mentioned that I had purchased two full ribs? I told here we had eaten the one and just wanted a refund on the second. "No you were dissatisfied with the first we will reimburse you for both ribs and the coke was on us. What a way to do business, no questioning and I thanked her. She managed to turn a poor experience to a positive one when it came to Giant Eagle. This is how a business keeps customers.
Now the City of Painesville, First mistake I made was walking into the building and proceeding to the electric department to ask about why my electric Bills are being sent to my daughters house in Mayfield? A hand written envelope was sent there with the last bill and there seems to be confusion of where I presently live?. First off the office worker response was lets blame the U.S. Post Office, fine but maybe we can solve this without getting the U.S. Government involved?
Well, let me pay this utility bill. I pulled out a 'counter' check from Huntington Bank where I do most of my banking. "We do not accept those checks!" Why not? Theres alot of fraud with those checks she answered. I mentioned there was alot of fraud with all checks, and nothing would make some people happy around here than for me to give you a fraudulent check. There would be a convoy to pick me up. Why did I use a counter check, well I do all bill paying either on line or with my debt card, it so much easier to keep track and I'm not screwing with a checking account. The reason I don't pay the city of Painesville on line is these people decided to charge a resident $4.00 0r $5.00 for the service?
Now I went to Finance Director Andy Unetic's office for an explanation, he's in a meeting. So much for that. Ran into assistant city manager Doug Lewis as I was leaving the building, he seemed to be as confused as I was for the utility department not taking the check?
Now come on Ang... why are you making a big deal about all this?
Well first off those three clerks in that office are the face of Painesville to most of us, and along with appearing that they are doing me a favor by taking my money, they all should spend a day with that person at Giant Eagle on how to treat people.
Oh, one more thing Andy and his little helpers should remember, when I pay my utility bill by putting it in an envelope and dropping it off at the box in front of the fire station I have always used those same check then? Maybe they accepted it than because it would be to much trouble to send it back, or there would be no enjoyment in telling me face to face "We don't take those."
This is what happens when you at the mercy of a monopoly. There is no need for customer service. Please pass those levies we're running short of money,people!
posted by terminator1 @ 7:51 AM
23 Comments
23 Comments:
I don't know where a bigger waste of money is, grasscutters @$32.00 per hr. or those 3 woman sitting in that utility office? All it seems to accomplish is give city hall that 50's feel.
If the city really was serious of saving money they would outsource many of these jobs. Bill collection, payroll, just a start. Thanks for informing us on the levies. Dinallo stepped in it at the council meeting. Also before her time Wild Bill Horvath sent a letter to than Senator DeWine expressing joy in Painesville's Mexican population. I guess it's not the letter but who writes the letter?
Our council-president looked like and spoke like a trapped rat. No wonder he doesn't want to get to the bottom of this power contract.
Moral to your story? Stay out of the building!
Sorry can actually side with the city on this one, as a business owner I will not accept counter checks either as with todays technology your personal check having your accounts MICR coding on it will basically settle immediately if using the current check processing software. Counter checks do not have your accounts MICR coding on them, take longer to process and definitely having a MUCH higher incidence of fraud.
Does the city accept credit cards, I would use that if not why not just open a checking account like 90% of everyone else and get a package of checks.
I don't think grass cutter make any where 32.00 an hour. Sorry or all the trouble Term'rather than pissing and moning onthisblog why don't you file a complaint with your new city manager and see how he handles it
11:39 Well Mr/Mrs. businessman do you charge a surcharge fee for your patrons who use a credit/debit card?
As far as the counter check when I ask for them at the bank they print my name and fill in the account number? Maybe there in cahots with me? The city is already sitting on a $175.00 deposit plus I would like to continue to get electric and water. This isn't so complicated the only ones making it that way is the city.
11:58 He believe he has more important things to look into, that's why a finance director runs that department. Mr. Carson has to worry about the utility bill CORE stuck the city with, remember them? Now that's something to get pissed about. Right?
Those woman make you feel you are at their mercy. They should learn something about customer service. For that probably 7 out of 10 need to be educated.
Again if your not producing electric power what are you doing?
The two customer service stories are well told, and it comes down to leadership. This is a concept that is top driven. I left Taste of Painesville tonight, came home, sat outside and thought how sad the times have become. This used to be a classier event that had all council members present, dept. heads, and quite a few school officials. It was a great meet and greet event for everyone. This was outside of the party-in-park beer drinking festival. Today the city was represented mostly by those paid. Sorry, back to leadership, and a sense of community and really caring, is lacking. How many times shuffled between employees and "not my dept." Everyone have a good night, beautiful out.
As you say Mr. Bussiness man here again the bank counter checks do NOT have MICR coding on them, as I said they process differently and have a higher incidence of fraud. I know this because we have been burned on these type of checks before. In regards to credit cards, no it is actually against the credit card processing contract to add a surcharge to cover the credit card processing fee. I am willing to eat that cost knowing that once we run the credit card and it comes back approved we know we are getting our money. Governmental agencies are allowed to charge a surcharge on credit card transaction to cover the cost of the credit card transaction. I don't have a problem with that as why should the cost of that transaction be paid for by the taxpayer versus the person who is using the credit card. Once again your solution is siple, open a regular checking account and get a box of checks.
TERM, am I understanding that you are supporting these levies?
6:39 No way will I support those levies after Lori DiNallo confirmed what I had already believed.
6:16 Strange answer? You don't believe taxpayers should be burdened with the surcharge cost, but the customers that pay you in cash well that's just alittle more for you. Do you give discounts to customers who pay with cash or is that now your extra money? My solution is simplier than that drop the check in the box.
4:10 Nothing ever stays the same. I seem to see more people who live in the township rather than city people? Look it's a nice event although I heard numerious people complain there wasn't enough pick-nik tables? Many people bought food and couldn't find a place to sit. On top of that many people sitting at the tables weren't even eating just sitting talking to friends.
I will never again be subjected by those people at city hall. Look up rude in the dictionary and there is a portait on Painesville, Rita caused this rudeness she gone and so should the way city empoyees treat people. We do we need all these people anyway?
there you go again - all those paid employees selling tickets were city employees who VOLUNTEERED on there own time were not being paid. Also saw Joe, Laurie, Paul, and Jim. Even saw Term smiling, nice to see he could. Seems most were enjoying themselves. the citys not right nor wrong all the time - the sad thing is that your went home and in your own mind thought the worst. I and my friends stayed to the end and had a great time.
Yes, many volunteered, but did the police officers, and city workers that cleaned up the mess? Look they should be thanked for being volunteers, but I don't want to give the impression that everyone was a volunteer. The electric workers that strung up the wires?
the moving of benches?
And when some of those witches in that Utility Department decide to "get" you, don't expect the Utility Director, Andy Unetic, to do anything about it, because he is just as immature, nasty and ridiculous as the women. And if you go to the new City Manager, Anthony Carson, you will probably find, like I did, that he is no better than the old City Manager, Rita McMahon. He is also useless. The city still does whatever it wants to people, and there is no place to turn for help. AND, if your councilman is Andrew Flock, don't even waste your time with a phone call, letter or email to HIM, because that is just MORE wasted time. Just more of the same. We need to start by cleaning house in that Utility Department and throw Unetic in for good measure. I guess there is nothing to do right now with the new city manager, but I think he will be just as bad as McMahon. I found him to also be immature and useless.
post 10:37 YOU will never know where the city spends general fund money. JUST keep passing their levies so they can KEEP wasting.
An all volunteer country. Sounds like a plan. REALLY, you expect everyone to volunteer? Do you get a paycheck? Or did you volunteer everyday and then get a volunteer pension to live on when you retire?
As for the counter checks, I've worked in retail and at banks. The bank issues them as starter checks, why I dont know because most retailers will not accept them for the reasons stated above. As for customer service, while enjoying myself at Taste of Pville, you nearly ran into me. I had to sidestep and move quickly to avoid you walking into me. You said nothing, never apologized, just kept going. Seeing you in action there explains a lot of other peoples behavior when you are around them. You are quite the grouch.
11:52, I was told those.city employees are receiving comp time for their time at the event. So in my book that's not volunteering. That's just changing your work hours.
6:02 Why you don't know pretty much sums up your knowledge about checks. Lets first understand that the city is holding a $175.00 security deposit, the house nor I have any plans of moving soon.
I always thought volunteering was just that? What is this comp time11:52 is talking about?
6:02 you want an apology for 'nearly'? Look you were probably someone who had just got their beer, or food and decided to start standing there in front of the stand like a jerk. That said I will apologize for making you move.
Grouch, those that know me know 7you couldn't find a happier grouch!
A little harsh on 6:02? I'm tired of people like them, what exactly was their issue.
11:57 Here we go again, I can prbaly agree with you on most of your comment, but when it comes to the new city manager? I found the complete opposite? He's approachable, he gives you what he's legally obligated to, he hasn't told my a well lets call it not the whole truth. Somehow you in two months have come to the conclusion he is useless? Sorry many haven't reached that conclusion. Just the idea that he has spoken to you proves he has an open mind, right?
Look I have a pretty good idea who you are and those Hispanic rallys must have driven you nuts last week?
I was not getting or drinking beer nor did I have any alcohol there at all. I was trying to move with the crowd and you were in a big hurry because noone was moving as fast as you wanted them to. Again, it is a companies policy to take or decline anything including your counter check. With these 2 issues you appear to be a man who is used to ALWAYS getting what he wants and when you DON'T you want to make everyone involved miserable.
A happy grouch, no such thing.
1:32 I sem to consume alot of your anger? Why? Me? The blog. and if I am a 'grouch' people like yourself always make me happy. Look first off I'm back in my boot and anyone that watches me can tell you I don't move fast in it. Look if it's company policy why did they always take the checks when I deposited in the drop off? As far as your first sentence maybe a drink or something else might do you some good? You spend to much of your free time on me.
Please don't try to flatter yourself. I DO NOT spend TOO (bad spelling too)much free time on you. I wish I had free time, in fact I wish I had as much free time as you do. Maybe not. Idle hands are the work of you know who?
4:53 Oh, I'm so under your skin, but why? The blog.? me? or are you one of those people who live here and sticks their head in the sand and pretends everything from the schools to the city is just GGrreeaatt! I see you as one of those they really knows things are way worse than you act, but to admit this would show failure on your part? If all else fails blame the devil uh?
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