On Customer Service
Two examples struck me today – maybe I’m a difficult customer but maybe I’m not. Let us know what you think.
I need some Scotch tape for in the office and as usual I go to a small hardware store around the corner. It’s a bit of a run down and messy type of shop but they usually have what I need, they’re close by and I always try to support shops in the area, even though the service is often of doubtful quality. I walk in, somebody in the back sees me but doesn’t come to the front. I look around a bit to see if I can find what I need. I can’t, so I call out “Hello!” once more. The lady in the back still doesn’t come to the front: “Do you want something?”. Strange…. Of course I want something, why would I otherwise walk into your store? Don’t you want my business….. I leave and will never come back. There are limits to my patience.
Second example on the same run of errands. I need to pick up some print work at the print shop close by, so I go there and mention our company name and the fact that I’m there to collect some A4, colour print work, a pack of about an inch thick. The lady asks me – looking puzzled - “He, what do you want aah?”. So I repeat my question…. “Aha, so it’s printed already?” Then she starts to go through a pile of print work that is waiting to be collected and starts to show me random booklets, an Indian brochure, A5 prints etc. All not matching my description and not with our company logo and name on it… Finally she finds it but why is it so hard?