I have had some really interesting customer service interactions as of late. Really, what they were would better be likened to “Customer DIS-Service”. My biggest fear that this kind of incident when out in the marketplace is going to become the norm seems to be in the process of becoming real. If it declines any more, I am not sure what is going to become of us.
The first incident involved my name. The name given to me at birth, and that I will take with me to the grave. I can’t recall who said it, but the sound of a person’s own name is the most beautiful sound they ever hear. So to have it butchered is quite painful. Granted my name is difficult, but with a little more attention to detail, most people get it right. There are a few out there that no matter how many times I correct them, they simply cannot make their mouths form the correct sounds, I guess. My dealings with them, needless to say, are a little more “arm’s length” as it is apparent that they cannot be bothered with this little detail. But I digress.
The incident was a lazy salesperson at a golf store. When he went to put down my name for a salesperson to follow up on, he made a mistake as I was spelling it for him, crossed it out, and began to write again, making yet another mistake. He said, “How about we just call you ‘Ann’?” I said, “No, because that is NOT my name.” I am not about to be sorry that my name caused him some discomfort in his efforts. Ultimately, his laziness at his attempts to get something to the customer’s satisfaction caused me negative feelings about the store in general. Pay attention when getting someone’s name!
The second incident was also oddly at a golf store. Two employees there were vying for the opportunity to assist my husband and me, and it was getting ugly. It felt more like a territorial dog peeing contest as to which one was going to give the correct advice. I can only guess that commission-based salaries or bonuses were in play here. One would leave for a few minutes and the other would swoop in to counter previous advice, and back and forth. It was getting almost comical were I not feeling more like a fire hydrant instead of a customer. Again, another lost sale.
The last incident involved a restaurant. We were seated, and a friendly waiter appeared, told us he would be right back, and then disappeared for 20 minutes. Finally we contacted the hostess, who interestingly looked toward the parking lot instead of back toward the kitchen when we told her our waiter was missing. I could only conclude this wasn’t his first vanishing act. Another came and took good care of us, but then we were subject to the awkward situation where the previous employee was being scolded by the manager out on the floor in front of diners.To make things even more awkward, this first waiter came over later to apologize and mention he was giving his two-week notice right then and there. It felt like we were in the middle of a family squabble rather than one of Denver’s finer dining establishments. Needless to say, I am going to conclude that with this kind of drama on the floor, and another successful tavern already drawing customers a few doors down, this restaurant may be headed for its demise. And of course the second waiter got the fat tip for jumping in.
Service-people are human, I get that. but leaving personal dramas or lack of attention to detail at home is always one’s best bet. Customer service should not be “the new luxury” as someone once told me. A business that is going to succeed will live by the motto “Customer is King”, and train its employees that there is a degree of professionalism they are expected to maintain at all times. A customer who has such an awkward experience, as I have given three examples of above, isn’t likely to return. And you customers need to do your part and let management know when these kinds of things happen so the business can make improvements.
Once we start stating and modeling the kinds of behaviors we expect, the more likely we are to get them.