Following up on Tom's "Oh, Canada!" post from earlier today, which compared London Drugs (favorably) to Walgreens—I have a story in Brand Harmony about receiving a receipt at Walgreens, on which was printed, "Hi, I'm Robert. I'm here to serve with the 7 Service Basics."
I asked Robert what the 7 Service Basics are, and he said he'd never heard of them. I have since asked many Walgreens cashiers what the 7 Service Basics are, as they hand me receipts with their names printed on them, promising me this service. Not one of them has yet been able to tell me what the 7 Service Basics are, even though they are handing out these receipts thousands of times each day. (One Walgreens cashier actually told me he knew four of them and then said, "Sh__, Shower, Shave, and Shampoo." No lie.)
Great idea: Create a customer service program, reprogram all of the cash registers in 4000 stores to print info about the program on receipts, but don't bother to tell the people on the front lines who actually deliver the service.
Before blogging became all the rage, Tom was posting book reviews and Observations (essentially early blog posts) to this site. You can find the archives below.
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