I went to Applebees in Kissimmee FL for the second time this week and boy was I disappointed this time! The first visit was great.
This time as before, the server seemed keen to take our order and when my steak arrived it was overcooked so I sent it back - I hate this when this happens because its such a waste. Anyway, when he brought back the new steak it was cooked properly. However, it was exceptionally fatty and when he returned later to take away our plates I passed him my plate with probably 1/4 steak left on it and remarked "the chef probably did not like me sending the first steak back because this one was very fatty" he looked at my plate and said "sorry to hear that" and walked off. I thought that was weird - he didnt' really show any concern and I felt he really did not care.
On our table was an 'electronic' customer tool to request service/complete a survey. So I thought it would be interesting to give feedback at the 'moment of truth' and I duly went thru' the survey. I rated the service 1/5, the food 1/5 and overall gave a 2/5 - I was not impressed. I commented to my wife that it would be interesting to see if the electronic survey gets relayed immediately to the management on site so they can rectify the problem. But after a further 15 minutes not one person stopped by to see why I was unhappy. I did get the bill for the whole amount of the meal and there was even a note on the bill to say if you scored overall less than 7 on their survey to call the manager shown on the bill. The electronic survey only went up to 5 not 7 or 10 so there was a mismatch there and why should I have to call the manager? surely in this day and age the folks at Applebees could use technology smartly at the moment of truth and save a customer rather than lose them. The electronic survey did not even give me a chance to tell them who I was so I walked out and all they will know is that they had a disgruntled customer and they cannot fix it!
Publish Date: January 15, 2010 9:32 AM
Did you see my interview with the President of the UFC - Dana White? He has big plans for the UFC and as a fan as well as an MMA practitioner, I was impressed with what he had to say. Read the full interview at this link
Publish Date: January 15, 2010 9:19 AM
So last week I had the chance to visit 3 great gyms in the WPB area. I wanted to train at all 3 but time did not allow this so I spent a day at the Fizogen Couture gym - I give it a 4.5 out of 5 overall. The equipment is amazing and so is the gym. It would have got a 5/5 if there were a few more classes during the day just like the Xtreme Couture gym I trained at in Las Vegas NV. Tuition was great and I paid for a day pass.
Other gyms I wanted to train at but did not get the time include one of the American Top Team gyms and Team Nogueira - both within a mile of each other. If you are interested in training and getting lots in from 3 of the best, a visit to WPB, FL is well worth the while! If you want more let me know and I will share more.
Publish Date: January 12, 2010 10:31 PM
Coming this week! My 1-1 interview with Dana White the President of the UFC - it's a fantastic interview and not just for UFC fans - I will post it here as well as on our site!
Publish Date: January 12, 2010 10:24 PM
I had the opportunity to visit 2 great outsourcers last Friday (8th Jan) - I went to visit the folks at Inktel Direct and had a tour of their center as well as interviewed Ricky Arriola, CEO. Later that day I met up with Herman Shooster Chairman and Founder and the team at Global Response for a tour. Both are great companies and I will be writing about the tour etc soon! Thanks to all the folks at both companies for their kind hospitality and for showing me around. I will let you know when we publish more. Later this week I will be visiting 2 more contact centers in the Orlando area.
Publish Date: January 12, 2010 10:22 PM
It's Sunday evening and I was checking my business card expenses and noticed I had been charged over $1,000 for something I did not approve so I grabbed my card and called the number on the back to dispute the charge. I got through very quickly and the first agent asked what i wanted so i explained. She took my card number and asked if this was a business card and I told her it was. She said she would have to transfer me to another agent who deals with business cards. I was connected in seconds and the second agent asked me again for my card number and to verify my details. So, I had to repeat the process and asekd if he was told why I was calling - he apologised as he was not made aware. So I explained and we talked about the charge. He asked if this was a business card and I said yes. he then told me I would have to call back on Monday as the business department was closed. I asked him if he knew why I was put through to him and he did not know. What a waste of my time - if only TD Visa would have informed me when I first called in the business office was closed I would have saved me a lot of hassle and TD the costs of the call. The agents were polite but why I was put through to another person, why I had to repeat everything etc frustrates me. TD look at your processes please!
Publish Date: December 13, 2009 8:08 PM
In my books this guy won the fight against Machida (UFC 104). When I was talking with Dana White he was telling me about all the great UFC fighters at his conference and then he said "look, over there is Shogun" ... I managed to catch the top fighter and snag a photo with him. You can see the remnants of his black eye ... and I look drained after late nights and early starts!
Publish Date: December 4, 2009 9:57 PM
I cornered Keith 'the dean of mean' Jardine as he was making his way to the UFC conference - had to be quick - he wasn't stopping for anyone ... is that his fist I see ready to punch my lights out if I stop him for too long?!
Publish Date: December 4, 2009 9:50 PM
I like this photo - i went down the gym to do some training and who did i bump into? the nog brothers and Junior Dos Santos. Talk about big guys - I look like a midget!
The brothers look so alike but I still could tell them apart. Big nog and I had a chat. He was telling me that he was itching for his next fight and this his brother 'liltle nog' was going to fight soon - that was the fight where Little Nog won against Luiz Cane with a TKO in the first (UFC 106)
Their proper names are Antonio Rodrigo Nogueira (big nog) and Antonio Rogerio Nogueira (little nog). Nice guys and very happy to me me look like young kid next to them! Thanks for the photo guys. Don't mess with these guys!! :)
Publish Date: December 4, 2009 9:45 PM
Now this is a cool guy. I had a quick chat with Dana - what a nice guy! he told me what the UFC were doing at Red Rock etc and he was great to talk to. A good guy for sure! Dana White of the UFC
Publish Date: December 4, 2009 9:32 PM
So when i first started seeing all these guys at Red Rock, I thought 'Blimey, they are huge! lot bigger than they are on TV!' ... I met some more my size later on in the week. Here I am with Frank Mir ... another UFC heavyweight
Publish Date: December 4, 2009 9:24 PM
I met James McSweeney, UFC Heavyweight, at Red Rock when we were hosting the 2009 Top Ranking Performers Conference. We had a chat for a few minutes - nice Brit guy. Now trains in the US. I look like a midget next to him! Cheers James for the photo opportunity.
Publish Date: December 4, 2009 9:20 PM
You know I hate to write this but these guys just don't seem to have their act together. I have lost count how many times I visit the local Future shop store and most of the staff I deal with really don't care about customer service. Today for example, I went in looking to spend over $1,000 on some in-car navigation equipment and went to speak to a specialist. He casually walked over to the product I was interested in and he basically waffled about how great the gps is so I asked him to show me and he said "'well its gps and works as other gps units do" Come on guys, I know more about gps than this guy and when I asked him to show me he said he did not know how. I asked if it was connected up so I can try it and he looked at me like I was from planet moron, threw his arms in the air and said "we don't have any set up for real" I had several other questions and gave up.
A week earlier I was talking to another sales person about StarChoice (satellite) programming packages (read about them separately in my blog) and the so called specialist said "we don’t have information on StarChoice but you can look at well Bell Express vue programming packages, they are almost the same" That did not help me with my question about StarChoice programming packages at all. The guy then frustrated me more by giving me ridiculous answers to simple questions. That day, and like today, I walked out in disgust at the way they just don't seem to train staff in customer service.
Over the years I can only count 3 or 4 occasions where I felt the service I have received from Future Shop Thunder Bay was any good. All the other times I am disappointed or disgusted. I avoid Future Shop whenever I can but in a small town like Thunder Bay, choice is very limited and sometimes you have no choice!
Publish Date: December 1, 2009 7:59 PM
These folks are amazing. As I am in the market for a travel trailer (caravan to us Brits) i contacted several dealers and these guys have shone way above the rest. Their sales person Errol took time to find out what we needed. Their parts and service rep Dale has spent hours researching for us, and Susan the finance manager has also been wonderful. Talk about great customer service - these guys are awesome and nothing is too much trouble. They spend time and are very patient and I would recommend them to anyone.
Recreation World RV
2320 Dawson Road
Highway 102 West
Thunder Bay, Ontario, P7G 2G2
(807) 767-3455 Fax: 1-888-967-3455
Publish Date: November 26, 2009 12:15 PM
technology - I was browsing a website because I was interested in buying satellite TV and up popped a window with the message "hi my name is XXXXX, I am familiar with this product, can I help you?" I thought WOW! this is great technology so I filled in the box a question and pressed enter. I was excited by the clever use of the technology then I got the following message:
Whats with this? went from being amazed to disappointed in a mili second - Great technology, poor execution 'The Source' I wont be back.
Publish Date: November 25, 2009 1:50 PM