Bringing Customer Service Back!
Customer Service is surely lacking in our day and age; and it is extremely important that we put our foot down and demand change.
Some people feel that the old way of doing things is out of date but let me just say this...customer service is one of those things that should never go out of style.
It is very important that we demand respect from those who serve us as well as we give respect to those who are serving us. Rudeness is not an option.
The companies, these days, don't take the time out to train their staff like back in the 90's and before. They just give them the ins and outs of the job but forget about the courtesy part that goes along with training.
Example...I went into McDonalds and was standing there waiting for the young lady to acknowledge me but she just stood there staring at me. I asked her was she ready for me and she said; why do you think I'm standing here. Now, because I'm such a nice person and because I have respect for everyone-- I decided to give her some advice instead of cursing at her. By the time I was finished with her she was smiling and saying thank you to me. Sometimes I think these kids just need a some guidance instead of just throwing them into things.
So the next time someone gives you attitude...give them some advice and lets get that oh, so great customer service back that we all miss so much!
Til next time, ladies and gents.
Renee from Mt Airy Philadelphia
Julianne Wylie
5:01 pm on Wednesday, July 11, 2012
not all businesses are like that. Chick Fil A at Montgomeryville Mall is ALL about customer service
Richard
12:20 am on Thursday, July 12, 2012
Renee, you are right. Customer service is a tradition that has sadly disappeared in everything from eateries to grocery stores to retail shops. It has to do with having a lack of respect for others as well as poorly executed employee training. How many times have I gone through the checkout at a Walmart or supermarket and the clerk just flat out ignores me or continues to talk to a coworker, not even acknowledging my existence. Management at these places do not seem to care and there are no consequences for their actions. A little good service goes a long way, poor and rude service helps to lose customers.
Renee Calabrese
8:37 pm on Thursday, July 12, 2012
Thanks for the comments. Julianne, yes I do agree that all companies don't fall into the category of bad customer service but a large majority of them do. All I'm saying is comparing to historical examples a lot of companies need some help and the way to do that is to demand respect and if having a conversation with the management of that company or just offering some motivation and words of wisdom to that employee, I think we can regain what we have lost.
Again, thanks and we would love more feedback because it could help me when teaching my etiquette classes.
Peter
9:50 pm on Thursday, July 12, 2012
A large part of the problem is that most customers and retailers are focused only on price. When you sell products at low prices and razor thin margins you can't pay enough to hire employees who care. You can't demand to pay $5 for a t-shirt and expect the retailer to care about service when they know all you really care about is price.
If you want better service you are going to have to shop at places that charge more and can afford to pay and train good employees who care about their job and keeping the customer happy.
john trigg
12:59 pm on Friday, July 13, 2012
I have often complained about the lack of desire on the parts of most employees to provide customers with good customer service. Peter is correct. As an employer I need to make these types of decisions before I hire anyone. Fortunately as an Owner/Operator I am able to run the business alone and do not have to hire anyone until I expand the business. But it is an issue I have approached carefully as our expansion plans get closer. An example, there is competing business to ours where service is notoriously bad but where they charge $10/mo for memberships. Our membership cost are higher than that but we give the absolute highest level of personalized service. Every member is given a completely customized plan based on their needs. Every member is given unlimited one-one-one instruction. Every member is greeted by name when they walk in and personal goals are set (and met) together. Every aspect of the member experience is catered to the person so every person gets exactly what he or she is looking for. Yet not a week goes by that I do not have people walk out saying they could go to that other place for $10 a month instead.
Is the experience, the personalized instruction, the one-on-one interaction, and the exceptional service worth the money? We certainly hope so as we are building a brand on it. But there are still many people who do not seem to mind being mistreated as long as they save a few dollars.
Great topic Renee, thank you.
John Q. Public
1:57 pm on Friday, July 13, 2012
An acquaintance works for a large, chain pharmacy. Her total increase since 2007 was 3%; no sick days; benefits reduced to minimal. She's putting off medical problems because her insurance has recently been so downgraded. Yes, she should still give good customer service, despite knowing that no matter how well the company does, she and her co-workers will never share in it. The CEO recently rewarded himself with a 400%, annual increase, among other benefits, largely for successfully repressing his co-workers labor/benefit expense. Employees do notice these things, and it may influence their behavior.