Are you paying attention?
Customer service is a pet peeve of ours. The other day I ran into our favorite grocery store to pick up a few things and had a shock. To set the stage, you need to know this grocery store is not the bargain store in our area and they blatantly pride themselves on their stellar customer service.
Anyway, I went to the deli and duly pulled my numbered ticket. There’s one other customer at the deli counter, standing near me, and currently being helped. So I figure I’m next. Especially since there are several deli employees chatting together at the far end of the counter.
I wait. And I wait as I watch as a third customer comes and goes (with her order) at the far end of the counter. I wave my ticket at the clerks, no response. I walk up to the far end of the counter and ask who’s in charge as I don’t understand why there are several clerks with time to chat but not wait on me. The clerk I’m speaking to stutters and stumbles, someone goes to the phone. Finally the clerk asks me if there’s something I want. You think?
I finally got my order, still no manager shows up. I’m still steamed and puzzled by this obvious change in the level of service at a store where I’ve come to expect service that wows.
At the customer service desk, the response was immediate, friendly, concerned. The manager came to me, shook my hand, introduced himself and asked how he could help. After our chat, he gave me his business card and asked me to call him directly if I ever have a problem again. I mattered to him and it showed.
I’m once again a happy customer who will return to shop at that store.
We make a point to treat our clients and prospects as we want to be treated. That takes effort and focus so you NEVER drop the ball. It doesn’t matter if you are distracted, tired, frustrated, sick, or on vacation. Your clients are your bread and butter and they know it.
Service sets you apart.
About the Author
Dom Cassone is passionate about creating solutions for small businesses. Founder and President of Zacaw Enterprises Inc., he is a marketing strategist and coach to small business owners, Infusionsoft Certified Consultant, custom software and API developer, business author, Infusionsoft User Group facilitator, and expert on secure hosting.