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Montey Hagenston
Manager
Safeway
Arlington, Wash.
When either a complaint or a suggestion reaches my office, I act on it immediately. A small aggravation can become big if you allow it to fester. I have cards at every checkout for customers to write in a suggestion or a complaint. The cards are addressed and prepaid. I usually answer them by phone, but if that's not possible, I'll answer by letter.
Dennis Douthit
Assistant service manager
Martin's IGA Plus
Effingham, Ill.
When we get a very positive comment, we often will reward the employee with a bar pin. After they receive five bars, they are issued a gold name tag. When we receive a negative comment, we will write or phone the customer and apologize. If an employee is mentioned, we will discuss the problem with the employee in a positive manner. A person will never correct a mistake if they don't know they are making one.
Ken Harney
Store manager
Harmons
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