Whatever Happened to Customer Service?

Dear Fred and Lyna,
The other day I went into a drug store and was standing at the counter to ask the gal where I could find a certain type of aspirin. She was on the phone, apparently talking to someone she knew. She looked up at me and didn’t even acknowledge I was there waiting. The pharmacist was busy filling an order and totally ignored me. I waited until she was off the phone and she walked over to the pharmacist and then left out the back door, leaving me standing there. Needless to say, I will never go back there again. My question is: whatever happen to customer service?

Fred: You’re not alone my friend. I have seen this same trend over and over again not only in retail stores but throughout the business world.

Lyna: I have too. Just the other day I was getting a cup of coffee at one of those fancy coffee shops and the guy behind the counter couldn’t even get my drink order straight.

Fred: Gone are the days when you would walk into a store and they would fall over backwards to help you out.

Lyna: you can say that again, Fred

Fred: I know I have been starting to seek out businesses that are more customer friendly. A good example of this is a little drug store in town that I now visit. When I go in there they call me by name and go out of there way to be friendly.

Lyna: this is just the type of service that needs to be brought back into business.

Fred: and if one is smart they will make sure that they implement this type of service.

Lyna; we all like to be recognized and treated with respect

Fred: and the business that provides this type of service is one that will succeed.

Lyna: it’s a great way to grow your business and doesn’t require a lot of effort.

Fred: I don’t care if own a restaurant, a retail store or even if you do business over the internet, good friendly customer service is key and you will be growing your business in no time

Lyna: what are some of the things business can do to make sure they are providing great customer service?

Fred: The first thing would be to listen to your customer. Don’t make assumptions and learn to develop a good ear. Don’t be afraid to ask the customer what they need or what you can do to improve.

Lyna:  Remember your customers don’t purchase a product or a service they purchase what makes them feel good.

Fred: This is true, you don’t buy a type of car because it’s practical, you buy it because it makes you feel special.

Lyna:  I would also make an effort to learn your customer’s name.

Fred; Nothing is more impressive when you walk into a store and they know you by name. That makes me feel special almost all the time.

Lyna: Constantly strive to improve your product, the services that you offer, etc

Fred: And remember to always give more than expected and the return will be reflected in your bottom line.

Lyna: There are several excellent books out there on customer service and I would suggest that you Google customer service books to find them

Fred:  and if you don’t do anything else, make sure to thank your customers. Be sincere with your gratitude.