One way or another we experience the simple Do’s and Don’ts in customer service on a daily basis. Shopping, dining out, dealing with banks, mechanics, utility companies, tech support, looking for a new place to live or on vacation. There’s not much we do in this world that doesn’t involve customer service.
Regardless of the setting and realizing certain activities do require a higher level of attention, the basic principles, the simple do’s and don’ts in customer service remain similar, regardless of the amount of money being spent.
I stopped by the deli section at a local market recently to order some cold cuts. It wasn’t too busy, only a single customer ahead of me. But as it turned out, the man had a huge order. I waited patiently, looking at my phone. I could see the woman behind the counter was aware of me. Several minutes into the order he asked to try a particular smoked turkey. When she brought him a slice to taste, she handed one to me as well, saying “I’ll be with you very shortly”. A simple gesture, I know. But I had the thought, how perfect it was; observant & caring. Nice customer service.
I’m at Starbucks frequently. And normally as I order from the drive-thru, the attendants are right there. Friendly and attentive, with good customer service. Because of this, on the occasions when the attendant is distracted and barely looks at me, even though it’s not the best customer service, I don’t think much of it. Same goes for the hand-off counter, when the worker calls out my name while placing the drink down, as she chats with a co-worker, not noticing if I was able to tell which drink was mine.
Getting seated in a roller-coaster car, I never appreciated the staff who ensured the lap-bar was locked before walking away…until I experienced an attendant not taking that brief moment to observe with certainty that we were all locked in. A small but important customer service point, don’t you think?
For my wife’s birthday, I had bought her a gold locket which I had engraved then brought to a photo lab with a picture of us. I was hoping it could be reduced to fit. The good news was they could reduce it to size (even though they’d never done something like this before). But it would need to be fitted into the locket by the jeweler, which was fine. The bad news was they had numerous pending orders so it wouldn’t be ready for 5-6 days. They were so pleasant. I hated to bring up my wife’s birthday was that Sunday, two days away…In other words, I needed it that day. ”If I pay for a rush, do you think you could….” “Lemme get with the technician, I’ll be right back”…They could and did! Why? Because they cared to make me happy.
Speaking of my wife, she’s an excellent realtor with a good grasp of the simple do’s and don’ts in customer service. When she takes on a new client and asks what they’re looking for, she always follows with, “what’s important to you” and ‘why”?
She makes a point to understand her client’s needs from the get-go, so they’re on the same page from the start. Then while they’re looking, she’s well-aware of what they can and cannot live without. Seems simple but this is real customer service, and not a small part of the reason so many of her clients come back to her.
…And regarding that locket, when I went back to the jeweler who did the engraving and polishing, she refused any additional payment for cutting & fitting the photo, teasing me that by my offering I was insulting her.
On vacation this past June, my wife was checking us in at one of our hotels while I parked. It seemed the receptionist was either distracted or rude never once looking at my wife, while cutting her off several times. For my wife it was an unsettling way to begin the stay, to say the least. Later that night we were in the lobby, noticed the receptionist was still there and decided to strike up a conversation with her. Turns out, she was in the middle of college exams while working 2 jobs. She was exhausted but actually pretty sweet.
One of the great things about having your son in Cub Scouts is the camping and travel. In our Pack, the Dad in charge of field trips and camping was so intent on everyone having a good experience that he would drive out and personally inspect any campground we were planning to visit regardless of how far away it was. His level of care was a big reason each of our trips was such a success.
These examples of simple Do’s and Don’ts in customer service may seem hardly related. But they all pertain to paying attention and actual care, which are fundamental to any level of quality customer service.
Customers find it annoying when they see you’re not paying attention to them. And rightfully so. If you’re not paying attention, how in the world are you going to ascertain what they need? And with respect to “care”, it’s not something you can fake. You can’t substitute a way of being or “act” like you care. And a slick or catchy phrase you may’ve learned to show “care” will ring hollow. Good customer service “starts” with genuine care and a desire to help… while paying attention. It’s really that simple.
Rick Grassi
The Little Customer Service Book
A Common Sense Guide to Helping People
Recommended Links:
https://thelittlecustomerservicebook.com/
https://thelittlecustomerservicebook.com/warmth-in-customer-service/
