Orchids and Onions

I remember reading an interesting article several years ago about orchid and onion letters. I wish that I could say that I took the advice to heart and have made a conscious decision to write letters both of praise (orchid) and of constructive criticism (onion). The thought is that if companies receive positive feedback frequently, it will make letters that address problem areas more meaningful and that the companies will be more likely to act.

This week, I was so impressed by a company and their customer service that I decided to tell about it, breaking my six month blogging silence. I ran into Kohl's after school this week to see if I could exchange a gift that I had purchased in the wrong size. Of course, the size I was looking for was nowhere to be found. I went to the service desk to see if they could check other local stores. I rolled my eyes at the thought of having to drive all over the country side looking for one, specific item. I also contemplated the worth of ordering it online and paying for shipping. The man who was helping me recommended that I use the in-store courtesy phone to order the item. It would be shipped to my home free of charge. I was floored! You mean I would not have to spend every afternoon that week checking another store? I wouldn't have to bite the bullet and eat the cost of a $6 shipping fee? In a society where the customer is rarely right, I was very impressed at Kohl's willingness to help.

My gratitude caused me to think of the importance of sharing this positive experience with whom it really counted. Everyone appreciates a kind word or a pat on the back. However, sometimes it is important to go straight the the top to share a positive report. After all, it is the person in charge that we ask for first in situations where we are upset or feel wronged. It is also these situations which provide us with the momentum to actually follow through on our follow up. Perhaps if we were to be quick to encourage, then corporations would be more apt to listen when things do require change. After all, this is a biblical approach that has the power to transform our customer service in our society.

"Therefore encourage one another and build each other up..." 1 Thessalonians 5: 11