Travel professionals: stop going the extra mile

by Tom Johansmeyer on

It sounds counterintuitive, right? Normally, customers expect that extra effort, and we complain constantly that we don’t get it enough. What we sometimes don’t understand, though, is that the extra effort is at the root of many of the customer service problems we encounter. Going the extra mile at the wrong time can be a disaster.

I remember a case presented at a conference I attended back in 1999 (yeah, it made an impression), when I was a consultant in the hotel industry. Some customer service guru was teaching us how to better serve our clients – which was pretty important, since our clients, the hotels, were in the service business. She discussed with us a bank teller who spent extra time with a customer – going that extra mile” – even though there was a long line waiting. The guru couldn’t summon enough praise for this teller. Even though everybody else was waiting, this teller put forth more than was necessary to make a customer happy.

Almost as soon as the story was over, people in different parts of the audience barked almost in unison, “What about everyone else?” The service aficionado spent several minutes ducking and dodging as a growing number of attendees hurled the lines of “I’d be pissed,” “That’s not good service!” and “Do you really believe that stuff?” She eventually recovered and finished her session, but the discussion at the bar that night was all about whether to please the one at the expense of the many.

Just about everyone has seen this problem from the three perspectives involved. I know I’ve had to serve the idiot, wait in line behind the idiot … and, of course, been the idiot. The last time I was the cause, I inadvertently looked over my shoulder and noticed the line behind me. Immediately, it dawned on me. The person helping me – because of my stupidity – was screwing everybody else.

That’s what prompted me to dig into this issue. I realized that, on occasion, going the extra mile for one customer can alienate many others.

If you’re on the service side of the desk, instead of rushing to help, consider the following criteria before committing plenty of time:

1. Is the problem legitimate?
If the customer/passenger has been wronged somehow, do everything it takes to fix the problem. If this isn’t the case, go to #2.

2. Can the situation reasonably be resolved?
A problem with no solution isn’t worth everyone else’s time. At some point, the madness has to stop.

3. What was the customer’s role in all this?
Is this a situation of the customer’s own creation (e.g., late for a flight)? If so, take this into account. Personal responsibility should be considered.

Speaking of personal responsibility, we have some obligations as customers, too.

1. Admit when you screw up
Don’t try to shift the blame and extract the best outcome reasonably possible. Confess, make it as easy and fast as possible to remedy the problem (that you created) and accept whatever alternative can be supplied.

2. Know when it’s time to quit
Don’t push for the answer you want when it’s clear you won’t get it. When defeat is obvious, move on.

3. Use other resources
Complaining at the airport, for example, is a waste of time after a while. Instead, call customer service, write a letter to the CEO (they are read) or turn to social media. Facebook, Twitter and blogs can be great ways to spread the word. Many companies monitor these environments, and the good ones will respond quickly (props to OGIO and Babies “R” Us).

We all love the thought of doing everything possible to help a customer, but sometimes, it just doesn’t make sense. “Reasonable” can do a lot to keep the lines moving and make everyone much, much happier. The best customer service, from time to time, is as little as possible.

[Photo by Larry Myers via Flickr]

Undiscovered New York: Unique NYC shopping

by Jeremy Kressmann on

New Yorkers, you might be surprised to discover, like to shop. Whether it’s for sky-high stilettos or a jar of saffron, a copy of Candide or specialty cameras, you can be sure that if it can be purchased they probably sell it somewhere in New York City’s Five Boroughs.

Under normal circumstances New York is a city where conspicuous consumption rules and money is no object. But as many Americans can attest, the current economic climate has hit retailers and consumers hard, and everyone is cutting back and feeling the pinch. Yet all the bad news has had a curiously positive effect on the New York retailing scene. For all the talk of excess, New York remains a surprisingly affordable and remarkably diverse place to shop if you know where to look. A place where consumers value quality, craftsmanship and creativity and a good bargain above all else.

So instead of dwelling on New York’s gilded streets of consumption like SoHo and Fifth Avenue, we’d like to take you inside some of the city’s quirkier and more interesting retail establishments. Looking to “shop like a local” and pick some highly original New York bargains along the way? Welcome inside Undiscovered New York’s guide to unique city shopping…
The types of goods sold in New York are literally endless. To pretend to create any kind of comprehensive list would be both fruitless and foolish. Instead, we’re going to be listing of some of our favorite retailers from across the city in gender-neutral categories such as books, travel, music and food. Men’s and women’s clothing could make an entire post of its own and won’t be covered here – if you’re looking for more fashion info, definitely check out New York Magazine.

Travel Stores: As befitting a travel blog, it’s only fair we mention a few New York retailers who specialize in travel accessories and products. Our favorites include:

  • Kiosk (95 Spring Street, Manhattan) – The globally-savvy owners of New York’s Kiosk have carved out an interesting retail niche. Rather than concentrate one specific type of product, they’ve unearthed a variety of small inexpensive curiosities from around the world, ranging from the practical to the whimsical. The collection of items, which includes everything from Finnish bottle openers to pitting spoons from California, is highly diverse and constantly changing.
  • Flight 001 (Multiple Locations) – Flight 001 is a retailer that specializes in a highly curated collection of great travel products, spanning the gamut from travel luggage and guidebooks to packing aids and pill bottles. New York happens to be blessed with three of the chain’s seven U.S. stores, two which can be found in Brooklyn and one in Manhattan. Stop by and pick up some carry-on bags, a travel wallet and some shampoo sheets for your next trip.

Books: Reading comes as naturally to New Yorkers as breathing. As a global center of the publishing industry and home to a highly literate citizenry, this is a city that takes its books seriously, whether it’s the latest Dean Koontz paperback or a store that sells antique books from the 19th Century.

  • The Strand (828 Broadway, Manhattan) – Boasting its status as the “Home of 18 Miles of New, Used, Rare and Out of Print Books,” The Strand Bookstore is the undisputed champion of bookselling in New York. Be prepared to walk in and get lost in aisle after aisle of books covering every possible subject matter. The prices are pretty good too, frequently below retail.
  • St. Mark’s Bookshop (31 Third Ave, Manhattan) – what St. Mark’s bookshop lacks in size compared to The Strand, it more than makes up for in its meticulous collection of quirky and eclectic book offerings, including everything from progressive political manifestos to international magazines and large-size art books.
  • powerHouse Books (37 Main St, Brooklyn) – half art gallery, half bookstore, the cavernous retail space for DUMBO-based book retailer powerHouse never fails to delight. The store has a particularly good collection of coffee table-size photography books.

Food: New Yorkers seem to have a nose for sniffing out the most diverse and delicious food from around the world, and the city’s specialty food retailers are no exception. Here’s a few of our favorites:

  • Despaña (408 Broome St, Manhattan) – if you’ve ever visited Spain, you know how crave-worthy the food can be. That’s why Spanish-specialty store Despaña has become a New York foodie’s best-kept secret. The store’s deli country can slice up specialty Spanish meats like Jamon Serrano and regional canned delicacies like white beans and clams.
  • Sahadi’s (187 Atlantic Ave, Brooklyn) – if Brooklyn’s Atlantic Avenue is the cultural epicenter of the city’s Middle Eastern food scene, Sahadi’s is most certainly its bullseye. The gourmet grocer stocks all manner of specialty olive oils, nuts and imported delicacies from far flung locales like Turkey and Lebanon.

Music: Similar to their zeal for the written word, New Yorkers are avid consumers of music. The city offers an awe-inspiring diversity of music shops, whether you’re hoping to go digging through crates of used vinyl or just pick up the latest CD by that teen-pop sensation.

  • Other Music (15 E. 4th St, Manhattan) – nobody has their finger on the beat of New York’s fickle music consumers better than Other Music. Their highly-knowledgeable staff is great at picking out those hidden gems and introducing you to new genres and up-and-coming artists. In addition to new music, the store also stocks vinyl, used CD’s and sells tickets to many of the city’s best upcoming concerts.
  • Halcyon (57 Pearl St, Brooklyn) – New York DJ’s, vinyl-lovers and beat junkies head to Halycon to get the latest and greatest sounds destined for the dance floors and turntables of New York. In addition to being one of the best places in the city to get your hands on electronic music, Halcyon also stocks a nice collection of books, clothing, artwork and quirky toys.
  • A-1 Records (439 E. 6th St, Manhattan) – frequently described as a “crate-digger’s paradise,” A-1 Records upholds the legacy of a once-thriving music scene in New York’s East Village. If you’re looking for more obscure finds, this is a great place to look. Vinyl only.

Wow, that’s a lot of stores! As you’re beginning to see, New York is home to some of the country’s best independent retailers, specializing in everything from Lebanese olive oils to vintage books. But maybe there’s an independent New York store that we didn’t cover? Feel free to leave a comment below and tell us your favorites.

In Baghdad, It’s Time to Shop

by Josh Lew on

Bombings in public spaces are fewer than before in Baghdad, but still not uncommon. However, the threat doesn’t seem to be stopping local residents from shopping at the city’s markets. Vendors at these retail meccas are staying open later and stocking more goods in their market stalls than before. The city’s central market district could be considered “bustling” for the first time in a long time.

Just how much has the situation improved? It’s hard to tell, because Iraq is still a largely cash based society so there is no way to track sales numbers. A man with a clothing stall in Souk al-Araby Market explained the reason behind the apparent surge in retail to a Reuters reporter: “Iraqis have got used to [the violence]. Till when are we supposed to stay at home? We Iraqis are used to war by now.” The proprietor of a nearby shoe stall mentioned the success he was having with higher priced footwear: “We didn’t sell Mizuno trainers last year. There was little demand as they were expensive, but more people have money and decent salaries.”

So while tourists won’t be rushing to book a shopping junket to Baghdad anytime soon, there is plenty of evidence that things are looking up.

Flight 001 Looking for Ground Crew

by Adrienne Wilson on

We are by no means a job board here at Gadling, but occasionally we’ll see something that could be of interest to our travel feigning readers and from there we blog about it. Depending on where you land a career in the travel industry it is either a blessing or a hellish nightmare. I like to imagine working where the perks are many and woes are few. I’d never want to be a TSA screener and while I never made a stellar salesperson, I wouldn’t mind applying for a gig at Flight 001. The online travel shopping portal is looking for ground crew at their east coast, west coast, and Midwest locations. That gives almost anyone with a knack for ringing in the sales an opportunity to get in on what seems like a pretty happening place to work. Even if only for the holiday season so you can stash some extra cash and break for Brazil after you’ve saved enough, but don’t go in there talking like that. Chances are you won’t get the job. Go figure.

Flight 001 is currently seeking Sales Crew and Store Leaders at various NY and CA locations. Their headquarters is in need of a Buying Office Assistant and Staff Accountant.