Today’s poll is “Is Customer Service Dead”. The poll was inspired by a story that made the news about a clerk at a store, who handed an unpleasant customer her receipt with the word “Bitch” written on it.
I decided upon hearing this, that today’s blog post would be inspired by this poll. It’s 12:46pm and I just voted (I voted “no” in case you are wondering) on the website and see that 77% of the voters replied with a bit fat YES. YES CUSTOMER SERVICE IS DEAD.
If this 77% reflects the masses then that means if you have a business that provides a service to the public, 77% of your customers could be dissatisfied with the service or at the very least ASSUME they’ll receive bad service and be looking for it.
I’m going to assume the 77% are talking about the kind of service they received from the cashier at a large discount store; the teenage clerk at a clothing store or perhaps a waitress at the local diner.
Many companies cannot afford significant wages for their clerks and front line staff. Many of these positions are minimum wage jobs that attract young people or those who have not been successful in securing other, better paying employment. Sadly some of the people they hire prove to be unreliable or do not provide quality service because:
- They don’t like their job
- They don’t feel they are paid enough to do much of anything
- They don’t feel empowered
- They don’t understand the expectations of their job
- They have not been taught proper work ethic
The fundamental reason why most people do not provide quality service is due to disconnection. Disconnection from their job, the company they work for and the products and services it provides.
Connected people are excited about their work and the products and services they provide. Connected people are present; eager to help and KNOW how to help!
At Inspire Sales, my mission is to get people motivated and connected; to help companies implement the fundamentals for quality service and discover the benefits of increased sales.
Is customer service dead? No. Could it use improvement? Definitely.
Maybe this is a wake up call to companies who provide services, to change the minds of the 77% of people who voted on News 1130 this morning and pursue ways to improve the service they provide.
Check me out at www.inspiresales.ca or email me at Johanne.cannon@inspiresales for more information about a free discovery session to help get your people providing better service!
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Back in the 1980's I worked for Woodwards department store (now defunct). While the company made some major mistakes (not the least of which was selling off their food floors) the major blunder was viewing employee costs as a problem. Let me explain.
ReplyDeleteI was trained by wonderful men as a salesperson. I sold clothing, high quality yet conservative clothing. I remember very vividly the lesson I was taught by one of the gentlemen I worked with. In a nutshell, he said "never let a man get his own pants back on". He went on to explain that men hated shopping and they did it grudgingly. Especially for clothing.
His advice to me was that once a man was in a change room I should keep hanging alternatives over the door until the man had everything he needed. In many cases the level of service led to a man buying hundreds of dollars of merchandise when they originally came in for a simple pair of pants.
The key was not that we were overselling the customer but rather that you were providing a better level of service. The gentlemen knew that they needed more than a pair of pants and the salespeople were able to match pants, jackets, shoes, ties, suits etc. Because they were in the change room they could see how smart they looked.
Then Woodwards (and all other department stores) decided to make the salespeople handle the register. Nowadays they are salespeople, cashiers, stock-persons....the salesperson is forced to man the register and guess what happens? That potential sale gets his pants back on and walks out the door.
This is why small boutique shops are killing the large department stores although many smaller stores have a similar appalling level of service.
Is Customer Service dead? Most definitely, but with a little focus on roles and priorities many companies could easily find that their sales are growing again, the key is understanding how to keep a customers attention.
Thanks Kevin - coincidently the same applies for women especially moms. When I'm in a change room, if I have to put my clothes back on for a different size I don't bother. ESPECIALLY if I have my daughter with me. You are very right that many companies have chosen to cut back, rather than invest in their employees and the result is substandard service or self service and ultimately lost revenue.
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