Apple Store Accused of Racial Discrimination

I had to take a study break to post on this story! Have we gone back to the “your money is no good here” days?This story, by the Associated Press, reminds me of the racially charged treatment my mother and I received at Hungry Howie’s, in Ocala, FL, on State Road 200, all for two Greek salads and a spaghetti.  Will I sue? Probably not, but I do think the company and franchise owner should know that such bigotry could lead to a lawsuit, and they need to clean up their act.

Anyone who knows me, personally, will attest that I enjoy the friendship of many people from diverse backgrounds, in all shades of colors, and from many walks of life, and to be spoken to in a condescending manner and referred to as “you people” is unjustified and intolerable (or at least it should be).  Really? In this day and age?  To treat me like a thief and blame it on my complexion? Is that your only recourse?  How immature, especially for a so-called manager.  By the way, we have still not heard back from Hungry Howie’s regarding the complaint we filed. Yes, my mother did file a complaint because this should never happen to anybody else of color, and I stand by that  without equivocation!!!

As far as I am concerned the manager is forgiven. I told her to “keep the tip” because I cannot see myself ever walking into that store after the way I had been treated.  It wasn’t worth it –  to come verify the receipt, for a cheap meal.  Are you kidding me? And so that leads me back to the story about  the Apple employees, who are being accused of blatant racial discrimination against two black men. Right now, these are all allegations, but if it is true, I hope that Apple will begin an intense training on cultural sensitivity.

Lastly, there are few experiences more humiliating than being discriminated against in a public forum, based on something that you CANNOT (nor would you) change about yourself.  My color is not a suit that can be put on and removed like a hat, my color is not a trend that I wear to get attention, nor is it a gimmick that can be modified by my voice or mannerisms; it is a brilliant shade of brown that you see before you ever have the pleasure of meeting me, and for anyone to make a negative judgment (spoken aloud) about me solely based on that shade,  is not only a shame and a disgrace, it is an act that should be condemned in public and private companies! In fact, it is ILLEGAL!

You can read more about the Apple lawsuit at the following:

http://www.huffingtonpost.com/2011/05/25/apple-store-racial-discrimination_n_867101.html

Original post: http://reallyleah.com/?p=843

What Motivates?

BEHAVIOR! Whether good or bad, it motivates me. Today, someone’s bad behavior – brazen reprehensible manner – motivated me to get off my bump, forget symptoms attacking my body, and go into my own TWITTER-ADE, tirade. But unlike the manager at the store who offered poor customer service, on so many levels I cannot account for them all, I know how to maintain my composure even in disagreeable circumstances.  Someone else’s behavior does not dictate my own; especially in business matters. And so, while I was awestruck with what happened today, I know that it will probably happen again because the manager in question is not equipped for stressful situations.  Because her behavior is based on her circumstances – the phone ringing, a customer’s complaint, etc. – she will continue to make mistakes and poor business decisions.  She will continue to take out her frustrations on her customers, and she will teach those who serve under her to behave as she does, unless she gets help.

Again and again I say, the main problem with customer service can be attributed to a lack of training.  I know, for sure, that this lady, Amy, was never properly trained in customer service based on the way she responded to me today.  Perhaps,  she learned how to make a schedule, how to fix pizzas and toss salads, how to open a register, drop money, close a store, and even mop a bathroom floor, but she DOES NOT know a limb from a tree when it comes to customer courtesy.

I would like to help her and others. I really would. And that is why this blog/website exists.  My book is a readily available resource that can be purchased here or at any online bookseller, or I can be reached regarding my in-house consulting services via the information on my contact page, because I am MOTIVATED by the fact that good customer service is a learned behavior and I want to see change. I want to help businesses help themselves. Today scared me and it should NEVER happen to another!!!

Kindly,

Leah

Original Post:  http://reallyleah.com/?p=833

Queen Madea’s Customer Service Tip for Today

Dear Readers,

Thank you for staying tuned during my absence…If only there was two of me! That’s all I can and will say concerning my lack of posts. Now, on to today’s message:

It’s a blockbuster!  I’m talking about the new Tyler Perry Movie, Madea’s Big Happy Family. It’s good, y’all.  I had the opportunity to see it Easter Sunday and I enjoyed it even more than I expected.  And yes, for the record, my favorite part has to do with, you know, “customer service.” As you can imagine, the character, Madea, adds her big and I might add,  handsome personality to any shopping experience.  She’s one woman with a low tolerance for foolishness and poor service – a woman after my little ole blogging heart.

I wish I could share the clip with you here today, but Tyler would have a fit! Plus I don’t have one. As an artist, I believe in creative talents being credited/paid-in-full, so you can call off the piracy police. Instead, I posted this clip from the movie trailer, taken from Tyler’s website: http://tylerperry.com/_Movies/mbhf/.  Be sure to check out the ending. It is hilarious! But you really need to see the film for yourself.  In that case, it’s the drive-thru scene at the beginning of the movie.  I think it’s one of TP’s best, but you can tell me what you think.

Well, that’s all for now. Enjoy your day and always give your best service.  If not, you might have a run in with a real-life Madea!  That’s my tip for today and over the weekend.

Blessings,

Leah

Original Post: http://reallyleah.com/?p=803 

Customer Service Quote for Today

Activist and Founder of the Children’s Defense Fund, Marian Wright Edelman, is quoted as saying,

“Service to others is the rent you pay for living on this planet.”

I would like to put a spin on perfection and add that,

“Good CUSTOMER SERVICE is the rent companies pay for accepting our patronage.”

Post Origin:  http://reallyleah.com/?p=766

This Customer Service Quote for Today – Could Change Your Life

There are five little words that I think we just do not use enough anymore: “How may I help you?” This question is not only relevant to retailers. It is not mere customer service lingo. It is good business and people sense. We should all be asking this of one another more often; especially our closest friends. I am noticing with everyone vying for their own fifteen minutes of fame, very few people are taking their eyes off of themselves and their situation to promote someone else.

If you are feeling a dagger in your back, you are not alone. I am as guilty as the next guy or girl.  Being a new author, I am told to “market, market, market your book,” so I spend countless hours trying to tell everyone I know to run out and pick up a copy of my book. While that is not going to stop, because a girl has to eat; I admit that there must be balance in my life. I  “feel” better when I am being a blessing to someone else. Nothing empowers me more than sharing good news, unrelated to me, with other people and finding that it helped them in some way.Tooting your own horn constantly is worth two-cents, but supporting someone else’s dream is priceless.

Dale Carnegie, best selling author of one of the most powerful, leadership books ever written, “How to Win Friends and Influence People”(1936), stated that “You can make more friends in two months by becoming more interested in other people than you can in two years by trying to get people interested in you.” How is that for trying to build up your Facebook friends or Twitter following?

Starting today I am going to test what I already know to be true. I am going to purposefully choose at least five (5) people to promote, shout-out, put on blast, etc. At least five of these people will have businesses or agendas that are in no way related to my own, and at the end of the week, I will let you know what happens.

Will you join me? Will you add these five little words (How may I help you?) to your conversation? If you are a praying person, will you ask God to lay the names of people on your heart that you can serve in some capacity, and let God give the promotion? Psalm 75:4-7.

Whatever your reasons for not doing this in the past – oversight, fear, ego, jealousy – I hope you will join me today.

Post Origin: http://reallyleah.com/?p=747

Barnes & Noble members, will you do me a favor?

If you are a Barnes & Noble member and you have read my book or have a comment about the subject of customer service, please follow the link and share it on Barnes & Noble Readers of The Death of the Tip.

Amazon readers can refer to a previous post.

Thank you!

 

Customer Service Quote for Today (for the Church)

“Status is for service”  (Tim Gilligan)

I absolutely love this quote by my pastor in Florida.  And, last Sunday while I was visiting a church in Lilburn, Georgia,  the pastor, Jesse Curney III, shared with the congregation a similar idea.  His second point in the sermon was “Remember you do not have it all together, therefore treat others with kindness.” As a pastor, he shared that people will often treat the “man of God” with kindness and respect. People who work hard before the pastor, those who would do no wrong in his presence, those who might hold a position in the church, well, sometimes, they tend to mistreat those they perceive to be in a lower standing.  Might I add that volunteers should also be included in this group.  Anyway, Pastor Curney said that he was not “naive” concerning their lack of character, and then he gave us the word, two words:  1Corinthians 12:22, Colossians 3:12.

If you struggle with feeling more important than others,  I would challenge you to read the aforementioned scriptures today.  Better, yet, I dare you to put them into practice before next Sunday.

Have a blessed day!

Post Origin: http://reallyleah.com/?p=728

Whatever happened to Customer Service, Boo? – Video for Today

DISCLAIMER:  This video contains language that might be offensive and is not kid-friendly.

Whatever happened to good customer service, Boo? Whether you are giving the party for someone else (to promote your party planning company, of course) or you are being paid to plan the party; this is no way to treat your client.  Name calling? Really? I would never work with this guy.  Would you?

Video Link to Whatever Happened to Customer Service?

Furthermore, there are polite ways to dismiss a client.  A company does not have to accept every person as a customer.  Trust me, there is always a nice way (or contract) to say, “this business relationship is not going to work for us, and I wish you the best.”  The example in the video is not one of them.

Blog Origin: http://reallyleah.com/?p=709

Calling All Amazon Members

If you are an Amazon book member and you have read my book or have a comment about the subject of customer service, please follow the link and share it on Amazon Readers of The Death of the Tip.

 

Thank you!

http://reallyleah.com/?p=636

 

Quote for Today

“People will forget what you said.

People will forget what you did.

But people will never forget how you made them feel.” (Unknown)

http://reallyleah.com/?p=688