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.