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FROMTHE THE FROM EDITOR EDITOR That's the the rule, rule, and and I'm I'm stickin' stickin' to to it! it! That's I recent cover story in Time magazine, we were taken on a behind the scenes nnaarecent cover story in Time magazine, we were taken on a behind the scenes tour at Duke University Hospital. We got a glimpse not only of the patients they tour at Duke University Hospital. We got a glimpse not only of the patients they treat, but at the enormous burden of paperwork and phone calls required to deal treat, themanaged enormous burden of paperwork andyou phone required deal with but the at new health care. How many of havecalls heard horror to stories with the new managed health care. How many of you have heard horror stories like the one about the woman with an infected leg? Her doctor said there was a new prolike the one about the woman with an infected leg? Her doctor said there was a new procedure for her condition but, unfortunately, the only treatment her insurance company cedure for her condition but, unfortunately, the only treatment her insurance company would pay for was amputation. would pay for was amputation. Automobile insurance companies are now entering the mad world of "managed car Automobile insurance companies are now entering the mad world of "managed car care." Yes, it comes from personal experience. A vandal threw something through the back care." Yes, it comes from personal experience. A vandal threw something through the back window of my car, shattering it to bits. I called my insurance agent, who informed me that window of my car, shattering to new bits. Iglass called my insurance agent, who informed that for State Farm. Rayme kindly I must contact Link Services,itthe claims department I must contact Link Services, the new glass claims department for State Farm. Ray kindly put me on three-way with Vera at Link Services. She put me on hold and called SafeLite put me Vera on three-way VeraSafeLite at Link Services. She putwindow me on hold and called SafeLite Glass. then toldwith me that cannot install convertible because it Glass. Vera then told me that SafeLite cannot install a awindow ininaaconvertible because it has to be sewn into the top. My chore was to find someone who could do it, let her know, has to be sewn into the top. My chore was to find someone who could do it, let her know, and she'd handle it from there. and she'd handle it from there. calledSafeLite SafeLiteand andasked askedwho whothey theywould wouldrecommend. recommend.Calamari CalamariTrim Trimwas wastheir theirsugsugI Icalled gestion so I talked to Joe, and he said he'd order the glass. I called Link Services, talked gestion so I talked to Joe, and he said he'd order the glass. I called Link Services, talked toto Stacy this time, and she said I could not use Calamari Trim because they were not on the Stacy this time, and she said I could not use Calamari Trim because they were not on the State Farm "approved" list. She suggested I call other places. I suggested she do it and let State Farm "approved" list. She suggested I call other places. I suggested she do it and let me know where to take the car. me know where to take the car. Stacy called back simply bubbling with the good news: Auto Glass of New Orleans Stacy called back simply bubbling with the good news: Auto Glass of New Orleans would be pleased as punch to make me their customer, and she put me on three-way with would be pleased as punch to make me their customer, and she put me on three-way with Vicki. After insurance information was exchanged between Vicki and Stacy, Vicki said Vicki. After insurance information was exchanged between Vicki and Stacy, Vicki said she'd call me back to make arrangements. When she called she explained that Auto Glass she'd call me back to make arrangements. When she called she explained that Auto Glass of New Orleans did not actually do the work themselves. She gave a glowing description of ofthe New Orleans did not actually do the work themselves. She gave a glowing description of company they use with its smudgeless reputation, said they would do an inlpeccable the company they use with its smudgeless reputation, said they would do an impeccable job, and just knew I'd be pleased. Who was this heavenly company? Calamari Trin1! I've job, and just knew I'd be pleased. Who was this heavenly company? Calamari Trim! I've made arrangements to be there Monday morning. At least I don't have to amputate my top. madeWhy arrangements to be there Monday morning. At least I don't have to amputate my top. have things gotten so out of hand with health care, car insurance, or pleasing cusWhy have things gotten so out of hand with health care, car insurance, or pleasing customers? Our industiy can.not afford to be a part of what I call "managed fun. " Customers tomers? Our industry cannot afford to be a part of what I call "managed fun." Customers aren't always dishonest; they aren't always tiying to get one over on you. They've had to aren't always dishonest; they aren't always tryingand to get one over on you. deal with health care, car insurance companies, they're at your placeThey've to have had fun to and deal with health care, car insurance companies, and they're at your place to have fun and that's it. They don't expect a hassle over a lost token or spilled drink. that'sYet, it. They don't expect a hassle over a lost token or spilled drink. some location owners don't see it that way. Michael Getlan has penned several arYet, some location owners don't see it that way. Michael Getlan has penned several articles stressing the importance of treating your employees like your business depends on ticles stressing the importance of treating your employees like your business depends on it. Doesn't it? Maybe he's talking about tJ·eating your employees like you expect them to it.treat Doesn't Maybe he's about treating your employees likehandling you expect them to yourit?customers. Dotalking they feel secure assessing situation, the custreat your customers. Do they feel secure ininassessing a asituation, handling itittotothe customer's satisfaction, even if it means bending a rule? Here's fill exrunple : I went to a Chitomer's satisfaction, even if it means bending a rule? Here's an example: I went to a Chinese restaurant and was enjoying my egg roll, but needed a bit more nese restaurant enjoying myfor egg a bit more sauce. I went toand thewas counter, asked it,roll, ru1d but wasneeded told it would be 25 sauce. I went to the counter, asked for it, and was told it would be 25 cents. But I'm eating here ru1d I only need a little. "That's the rule. cents. But I'm eating here and I only need a little. "That's the rule. The boss said no one gets extra sauce free," I was told. Did I have the The boss said no one gets extra sauce free," I was told. Did I have the 25 cents? Of course! Will I go back there? ot on your life. But I'll 25 cents? Of course! Will I go back there? Not on your life. But I'll certainly enjoy my next visit to another restaurant which trained its certainly enjoy my next visit to another restaurant which trained its employees much differently. Here's the stmy: A youngster dropped employees much differently. Here's the story: A youngster dropped his drink. As the mother began to get a little upset, an employee his drink. As the mother began to get a little upset, an employee whisked away the cup, mopped up the drink with a towel, and was whisked away the cup, mopped up the drink withbig a towel, and spread was aninstant instantwith withaafresh freshnew newdrink drinkand andaabig smilethat thatspread backininan back smile to the mother and the little one. I even smiled at the thoughtfulness of tothat thewaitress. mother and the little one. I even smiled at the thoughtfulness of that waitress. Both of these incidents were minor in the scheme of things. One Both of these incidents were minor in the scheme of things. One lostmy mybusiness, business,the theother othermade mademe mevow vowtotoreturn returnasasoften oftenasaspossipossilost ble. Have your customers left with similar feelings, good or bad? Were ble. yourthat customers leftcustomers with similar feelings, good or lost bad?a Were youHave irritated too mru1y were claiming they token you irritated that too many customers were claiming they lost a token in a machine so you decided no one would get a refund? Look at it inlike a machine you probably decided no oneevery would refund? Look ata it this: youso could give oneget ofayour customers tolike probably every as one of would your customers tokenthis: (or you two) could and still not losegive as much you when oneafrunily ken (or two) stillbe notback. lose Maybe as muchyou as don't you would decides theyand won't know when if this one has family hapValerie Cognevich decides they won't be Now back.that's Maybe you don't knowthought. if this has hapValerie Cognevich .A pened in your place. a really horrible Editor pened in your place. Now that's a really horrible thought. Editor We want to hear from you about any of the articles in this issue or topics you 'd like to see . Phone : 504/488-7003; FAX: 504/488-7083; e-mail: (news@playmeter.com) . We want to hear from you about any of the articles in this issue or topics you'd like to see. Phone: 504/488-7003; FAX: 504/488-7083; e-mail: (news@playmeter.com). PLAYMETER METER PLAY 10 10 DECEMBER1998 1998 DECEMBER