I realise that people have jobs to do -deadlines to meet and targets to hit. But can anyone please tell me where all the customer service has gone? How many times have you gone into a store to spend your hard earned money, only to receive mediocre (at best) service. Now I'm not asking for the red carpet to be rolled out, but what I would like is some sort of interaction - and no, a grunt does not count. I don't care if you only have the display model or if there will be more in stock next week. I've parked my car sardine style in the multi story car park, and elbowed my way through the weekend crowds to buy a product you have advertised and I want it now. I don't want to talk to your supervisor so he can regurgitate company policy and procedure to me, I just want to spend my money - how badly do you want it?
The customer is always right. Well not always, but usually. I know all about replenishment systems, shrinkage, stock turns, product packs and visual merchandising, so don't patronise me with your ‘this is my first day' speech. I'm certainly not buying that! If you choose to work in the customer service industry, be prepared to smile. Make an appointment with your dentist before you start because somewhere along the line, you lost the ability to smile. Oh, and by the way, clenching your teeth isn't a very nice look. Tuck your shirt in, straighten your clothes and for God's sake, do something with your hair. Don't show me 7 different products that are nothing like what I have asked for, and don't ask if I want fries with that. I'd ask for them if I did.
When did service stop? And where did it go? I don't have the energy to argue with you, but gee, its fun to watch others stand their ground. It's impressive to see grandma get out of her motorised scooter just to hit you around the head with her bag full of change. All we want is a smile, products we want to buy, and information that's truthful. You know, I can Google anything, I know what the computer does when I push that button. Tell me something new, so when I take it home, I sound like an expert.
When companies realise that the biggest investment they should be making is in their people, the whole consumer industry will boom. Instead of focusing on the bottom line, focus on what helps you to achieve it. Your people are your image. Your gateway to the millions of dollars burning holes in peoples pockets every single day. What is so important that the General Manager can't get on the floor every once in a while and sell to someone like me. Never forget that the ring in the till only happens if I choose to make it happen. Have fun with your people, set a good vibe in your store so I'll want to keep coming back. Make me want to work for you!
Don't get me wrong, I'm a shopper from way back. Impulse buys, buying for gifts, buying for myself, buying because I can, buying, buying, and buying. I have the money; I have the ability to put it on the counter without your help. But do I have to do your job as well and sell it to myself? Please, please stop talking about your fabulous weekend at the beach. Oh and Sally, no, I don't think the guy in aisle 4 thinks your hot. In fact, I think he's eyeballing you because he needs some service...you know, the job you were hired to do?
