From My Perspective…

Customer Service.

It’s something I feel very strongly about.  I have spent most of my working life providing customer service.  I’d like to think I have done very well.  It’s not rocket science.  In fact, it’s one of those things that we teach our young children..  it’s so simple and so important in fact, that the basis for excellent customer service has it’s own name.

The Golden Rule

Treat others as you would have them treat you

Simple

So why is it, then, that so many have such a difficult time with Customer Service?  I travel for work.  I travel for pleasure.  I shop.  I eat out.   I am waited on by servers in restaurants and bars.  I encounter front-desk staff, housekeeping staff.  I meet countless agents in countless airports all over North America and the Caribbean.  I pay my hard-earned (ok ok…  my earned) money to cashiers everywhere.  I find it sad and disheartening that most of my experiences are mediocre at best.  Finding excellent service is a lot like those “Where’s Waldo” pictures.  Hundreds of people, and only one exceptional.

What takes the middle-of-the-road semi-acceptable level of service that one notch higher?  I believe there are a few things..

1.  Personality.  SHOW IT!  Smile! Laugh! Talk! Share!  Ask me how my day is, and be interested in the answer!  Compliment me on my shoes! Tell me your kid is the same age as mine!  This is a CONVERSATION!  It’s amazing.

2.  Be Proud.  I don’t care if you are serving Fries at McDonalds or Frites at the most upscale restaurant in town.  Be PROUD of what you are doing.  We all have a job to do, and we should do it to the best of our ability.  The job you do is a reflection of who you are.  Doctor?  be the best damned doctor around.  Advertising Exec?  Show us the most amazing commercial we’ve ever seen!  Janitor?  Shine that floor until I can see myself, and then stand there and be PROUD when I use it to check on my Sassy Red Hair!

3.  Get Better (at what you do).  No one knows everything.  Stay informed!  Not only on your own job, but on your company, and your industry.  When people ask you something you don’t know – find out!  Next time, you’ll have the answer!

4.  Remember (who pays your wage).  I know…  this is only one step away from “The Customer is Always Right”.  I know that isn’t a true fact.  Customers/Passengers/Diners/Guests can be wrong.  It happens.  But it DOESN’T MATTER.  Ultimately – they are paying your wage.  Listen to them.  Most of the time, this is what people want – to be heard.  If there is a legitimate problem and you can’t solve it – make sure that they get in touch with someone who CAN solve it.  It also helps to remember that just because YOU know where everything in the store is, doesn’t mean THEY do.  They don’t come in every day!  This translates across to ANY profession and ANY job.

Here’s a tip too – if you get anything other than mediocre service – SAY SOMETHING.  If it’s bad, hopefully management will want to know so that they can fix it.  If it’s amazing – hopefully that person will be recognized for a job well done.

With that being all said, I am going to start letting everyone know my experiences out there.  But here’s the catch.  Only the really bad and the really great.  Mediocrity isn’t something I personally find worth my time.

PS.  High Class / Expensive doesn’t always mean great service!  On the reverse, Low End / Low Cost doesn’t always means poor service!