That is how I felt today at the supermarket. “Remember me? I’m the one who is paying here!”
There I was at the checkout counter, the clerk ask me a question and then turns and talks to a co-worker behind her without waiting for my answer. So I waited. She finally remembered she had a customer and turns back. Next she finished my transaction, asked me how I wanted to pay and started to talk to her co-worker over my head. She never hit my payment options so I was standing there waiting, again, for the machine to allow me to pay. Eventual she gave me enough attention to do the transaction and that was it. I didn’t exist.
My first thought was “where has the concept of being focus on the customer gone?” So I looked at her badge and was amazed to see that she was the Service Manager. The Service Manager! Wow, the Service Manager who gave one of the worst service experiences I’ve had in a long time.
Now this isn’t a national chain, this was an owner operated store in a very competitive market. I rarely go to this store and I won’t be going back. That is a lost customer for them.
So were has the value of customer service gone? I know for myself I notice when I’m getting decent service. The sad part is decent service isn’t at the same level as what it would have been even 5 years ago.
I’m “wowed” when I get exceptional service because it so rare these days. When I feel welcome and I feel like the people I deal with in the store know that “the customer comes first”. I had that experience yesterday; the clerk I dealt was pleasant, focused throughout our short transaction and connected with the person she was serving. They did the little things really well. I felt valued as a customer and I always do when I go to this store. That is why I keep going back.
It is rather simple
Amazing Customer Service = Customer Loyalty = Repeat Business = Referrals = Increased Revenues
Terrible Customer Service = Lost Customer = No repeat business = Bad reputation = Loss of potential revenues
Where does your business sit? How are you “wowing” your customers/clients? What little things are you doing to make yourself standout?
I love to see entrepreneurs follow their passions, serve more people and create the lifestyle of their dreams.
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I have to say things have changed a bit here in the UK and now find that staff are much more pleasant and helpful these days. You still get the odd one or two but on the whole things are better. Thanks for sharing your story.
Merle – I hope they change here as well. It is really sad to see, particularly in a competitive market.
It is sad to say but thinks this happens more than it should. I believe in creating educational value and over deliver and you will create customer loyalty. Thanks for sharing this story. Anita
It’s a shame that we are surprised these days when we do get great customer service, it seems a commodity that is in short supply!
I agree Helen, it is a commodity in short supply. I think smart phone are making is worst very quickly. I can’t believe how much time people spend focused on their smart phones versus what they are doing. Is everything that important?
Customer service is one of my passions. I think rather than simply teaching people how to provide quality service, I may also start teaching people how to get quality service. Both are skills, and it doesn’t seem like either is being taught.
Joyce – absolutely. We definitely have to ask for quality service. I was thinking that while I was waiting for her to come back to me but I decided to see how it would unfold.
I’ve done that; it’s a great way to test theories and strategies. I’ve also done it inadvertently. The ones that really get me, though, are the ones that leave me speechless.
I agree. It is the ones that make us speechless – having a service manager acting like that was a big surprise for me.
So true. I don’t see my customer face to face often. I treat them special by making sure all communications is personal and professional. I also try to surprise them but checking in unexpectedly whether I’m still working with them or not.
Surprising your clients with extra is a great way to make them feel special and create loyalty.