For months, I've been wanting to write some big-time props about a chain of car washes called Mike's. At the same time, been needing to vent some much needed frustration about bad retail behavior. Now's the time. So why the kudos for Mike's?
Well, for a host of reasons, including the fact that you're greeted and dismissed by cute stuffies (as my daughter calls them) like Elmo, Cookie Monster and Big Bear, and that they offer free paper towels and free handy little trash bags. (Though for the suggestion box, thinking free donuts and coffee for us early morning frequent washers would be nice; just saying.)
Most of all, Mike's rocks because their front-line customer facing people - aka hourly worker bees - are some of the nicest, most professional, respectful workforce that I've ever experienced in the retail, hourly worker bee sector, coast-to-coast. True that.
Literally, from head to toe, they have their act together.
Here's my question: why can Mike's employ great hourly talent, with such incredible consistency from store to store, when so many others can't? Let's be real, the list is long of retail stores who's hourly workers just plain suck. While it pains me to be so frank (not really), the fact is we put up with so much bad service, it's both sad and pathetic.
Seriously, shame on the companies and their management that hires and tolerates rude employees to represent and be on the frontline of their product. Come to think of it, shame on us who put up with it and pay for it, in more ways than one.
Talk to the hand, you employers and condoners of bad talent.
So, does the ability/capability for Mike's to do it right ... versus those loser retail stores who miss the mark, let alone the point ... come down to pay? Benefits? Management? Recruiting? Free sodas and brownies in the break room?
No doubt, I'm sure it's a combination of things. Be that as it may - the difference between what Mike's can do/afford - and what others can do/afford, can't be that big of a gap.
It. Just. Can't. Be. The math doesn't work. Nope.
The simple fact is this: if Mike's can do it, so can everyone else in the retail sector. Sure, budgets and margin %s might be impacted due to higher "costs of goods" (yes, it can cost more to do better) - but that can be made up for through (more) happier customers and (more) increased sales, which generates more margin dollars (remember all you corporate giants of bad retailers: you can't eat percents, only cash). And yes, your products and/or services might need to be refined; cultures might need to be reset, and a bunch of so-called leadership people might need to be let go.
Even good change, can be painful.
But if that's what it takes, that's what it takes.
If you're one of those retail stores that forces your customers to suffer your "hourly people problems" (yes, I've heard the line, way too many times) - get your act together, and get it fixed. ASAP.
And if you're one of those consumers that puts up with "hourly people problems," please don't. Take your business else where. On behalf of yourself, us and the retailer who forced you to.
Good Service Is Good.
Posts
