Customer service is one of the most essential aspects of business. Be it a large box store, a boutique on Beacon Hill or a small gift store in historic Plymouth, MA. If you and those whom are in your employ do not offer outstanding service, you will (sadly) learn you are not the only game in town.
The epitome of perfect, personal customer service.
When, as a customer, I have experienced excellent customer service, I often present my business card to the individual who provided the great service, pointing out the following printed on the back of my card ~
“Customer Service Is Not A Department, It’s An Attitude”
Years ago I read this somewhere and it stuck with me. I cannot remember the source. Forgive me for not crediting whomever is the author.
There is a side of me that sincerely wants to press the card in the hands of those retail employees who have no idea HOW to be helpful, how to provide assistance vs. stating “this really is not my department”..what the heck are you doing here then?? But the professional part of me just says to them, “Bad day huh?” Then…dear Lord…I am sorry I said that as they begin to tell you their life’s story instead of helping you.
While attempting to create memorable gifts for Christmas, I had the “pleasure” of using one of the “same day photo prints” kiosk at a well-known big box. Any other time of the year I can speed right through them. BUT…it seems that the Big Box stores have decided to bring in “new, advanced, easier to use” computers to handle the task…right at the peak of Christmas shopping!! Who in the world made that (bad) decision??
HUGE suggestion to managers and or owners of these stores; HIRE some technically savvy young people who possess some manners AND patience, to assist all of the frustrated mothers and grandmothers attempting to traverse through the maze of choices and directions in the photo software. This will alleviate long lines, angry customers waiting in line and assure repeat customers.
WHY do I say this? Personal experience; CVS in Kingston, MA had a young man there who did precisely that. He taught me in 3 minutes how to use the new program and even RETURNED to ask me if it was working for me, walked me through a couple of errors I made and I was out of there in 10 minutes flat! I was so shocked that I completely forgot to get his name. Before walking away he even said, ” Have a Merry Christmas Mam”!
Sadly, that young customer service rep is rare these days.
Remember that we, the customer, are your profit line, your reputation, your repeat or non-repeat-lost-forever customer. It all comes down to a decent attitude and willingness to help those who need assistance.
Again, this is the main reason I love dealing with small businesses, shops, bakers and candy stores. THEY GET IT. They WANT to help you and definitely cherish the thought that you may come back and even refer them to a friend.
REMEMBER: SATISFIED CUSTOMERS TELL THEIR FRIENDS….
ANGRY CUSTOMERS TELL 3,0000!!!! ∼