Customer Service Makes For Happy People
Customer service is, well, just that. It is a method of serving a customer. Oddly, it is one aspect of business that is overlooked.
The two key words here to consider are: customer and service. The customer is the person who decides to patronize a business and service is the responsibility of the shop/business owner. I’m puzzled as to why shop owners at some businesses I patronize make me responsible for servicing them with a “hello” or “may I please get some help”.
I am a big fan of old movies produced between 1940 and 1970. I pay particular attention to scenes played out between customers and shop owners, and it seems to me that there is a repetitive message: the client is always greeted with a “hello ma’am” or “hello sir” followed by the standard, yet all important, “how may I help you today?” Is this a Hollywood made up fantasy or is this how service should look to a customer no matter the year in which we live? Am I on the money when I say, this scene isn’t always played out in today’s reality of customer service, is it?
I guess it depends on who you come in contact with. I’ve received fantastic customer service from my web designer, Karen Clark. She is always on time, positive and eager to help me. I’ve received great service from the tech support team at Register.com. It’s over the phone, but they don’t pass me off when they can’t answer a question; they are super eager to serve. I’ve received awesome customer service from Tiffany & CO. When I visit this store, no matter the city location, the customer (i.e. you and me) is treated with respect and dignity. In fact, I’ve always been greeted with a warm “hello” and an eagerness to answer any questions without pushing a hard sale on me. I’m so impressed by their stellar service lately. I even received a hand written note from a Tiffany & CO employee congratulating me on my recent co authored book. And then, let’s not forget my editor who undoubtedly serves up her writing strategies day and night in order to make sure I’m producing my best work!
Yet, I walk into so many businesses and barely get an acknowledgment or even a thank you for my purchase. This is not good for our society as a whole. Failing to recognize a customer’s entrance into a place of business, no matter how many people deep the lines are, shows disrespect. Sadly, I think many people have become immune to showing or even expecting gratitude.
These days, we can all shop anywhere, anytime we want, thanks to the internet and a free market place. Perhaps we can improve the business climate by shopping where we are recognized with a warm hello and a smile by business owners who appreciate their jobs and like making customers happy.