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Is Technology Affecting Our Face to Face Customer Service Skills?

In most instances I love purchasing merchandise on E-bay. But I do believe in taking care of our own local merchants meaning shopping and spending money in local establishments. After-all, the Daytona Beach merchants can really use the business right? Well that is what I thought and really it's what I know.

On my way home I stopped at a local merchant. I spoke to a woman sitting behind the counter at her computer, she actually yelled to me rather than get up from her desk.

She was enjoying her conversation and working on the computer...the only employee in the store.

There was a gentleman ahead of me who wished me luck in getting service.

As she yelled to me there would be a charge. Fine..No problem..it felt like she wanted me to leave and could not be bothered.

I walked around looking for accessories that I needed.. At that point...you would think she would get up from her desk...again she did not.

She actually sent me to another store...why????..because she did not know how to do what I needed done..funny thing she was the store manager! She was still on the phone and still typing on her computer laughing and carrying on. She was really testing my patience!

The gentleman that was ahead of me..walked out but told me she had been on the phone for sometime. Seems there was a problem at home.....Nice...that's what every customer wants to hear.

I let her know I was not happy about going to another location and lousy customer service...as I walked out picking up the district manager's business card..once again. This wasn't the first time this has happened.

This morning I followed through and I called the DM. In exchange for me to walk into their establishment again, they are offering me 20% off on all future purchases.

While that is quite generous...it really wasn't the purpose of my call. As a matter of fact, I felt uncomfortable! Is it so easy to buy someone and then justify other's bad customer service skills?

Do businesses assume that employee's have the basic manners that is necessary to have excellent customer service skills?

When I spoke to the District Manager my final words were...."I have been in customer service my whole life. The person who stands in front of you generally is a priority. I understand she was dealing with someone on the phone and her computer as well but the reality it was not a customer."

I asked him, what is wrong with this picture when 2 customers walk out in the same day?

I point blank asked him, "Can your business afford this? How about any business for that matter? Is the person on the phone more important than the person who is standing and waiting for 15 minutes?"

His response "Well what is she supposed to do?" I told him plain and simple, "It was a personal call and it doesn't take rocket science,hang up and take care of the customer."

Often times we get caught up on gaining new customers and building business that we don't take time to service the customers we already have. Do you see this happening everyday? I do...not only in outside businesses but our business too! Don't let technology stand in your way...make sure and service the customer that is in front of you!

Disclaimer: The opinions expressed by The Activerain Network and it's members and those providing comments are theirs alone, and do not reflect the opinions of Midori Miller and CENTURY 21 Sundance Realty. Midori Miller and CENTURY 21 Sundance Realty are not responsible for the accuracy or content provided by The Community.

Posted by Midori Miller-Daytona Beach Florida Real Estate Trainer on 12/27/2007 04:18 PM

Comments (103)

terrible customer service, basic customer service skills, daytona beach merchant, technology, district manager, midori, midori miller

Originally posted at: Daytona Real Estate Training: Is Technology Affecting Our Face to Face Customer Service Skills?

103 Comments on Is Technology Affecting Our Face to Face Customer Service Skills?

DEC

2007

In my experience here lately customer service has become an oxymoron.

I agree with JL but, I do think that technology has, personally, allowed me to spend MORE time giving my clients top-notch customer service because I don't have all of the written paperwork and filing to do that I did before. Technology affords me more face-to-face time, which I love!

Debe in Charlotte, NC

I listen to the Clark Howard show on Naples talk radio. He calls customer service "customer no service". he's right!

Customer service is so important yet we do sometimes forget that a simple phone call is much more powerful than an Email. I know I am guilty of this. Great post.

JL-LOL.....to me customer service never goes out of style and without it we are not that different than machines. I just hope that Realtors pay close attention to this....we are a service business. Thanks for commenting...you made me smile!

Sadly enough, it is very difficult to hire dependable workers. The work ethic has, sadly, diminished in many stores. When I have an experience with some one dependable, I am sure to let the manager know that, too.

Debe-Yes for me too! I do have more time to be face to face and enjoying life. I will say its the face to face that really counts...People never forget how they are treated...good or poor...they never forget...you know the saying they tell two friends and so on and so on! I think in Real Estate its more like they tell everyone. Thanks for commenting...see you on your post

Chris-LOL....like that too! I have had great customer service experiences...when they are beyond my expectations....I too contact the management to let them know they have a quality person working for them. In my mind service is so important....you can bet I won't be back there...

Chris-I laugh it seems realtors when they have to make contact with a seller...its so much easier via e-mail..I would rather talk to them either face to face or on the phone you can really understand what they are feeling and thinking....I do love e-mail contact as well but for bad news or not so great news....yup phone wins hands down. Thanks for commenting.

Frances-I am not certain why that is....even as a young girl I was nice...to people.especially when I was working and serving the public...I think my parents taught me that....a taste of commission was another factor....at 16 I was a top selling cosmetician for a drug store. I appreciate you stopping by and commenting.

Hi, I do not think it is hurting MY customer service. Everyone lives in a hurry so email and cell phones are the way to go.

Midori this is one of my biggest pet peeves. I have walked into places (like the Sprint store) where the person helping me picked up his cell phone and proceeded to have a conversation about plans for the evening while I was in front of him. So what if he was looking up my account and making notes all the while? His entire focus should have been on me, the customer, not his peeps on the phone and where they were going that night. Did I mention it was one of my biggest pet peeves? LOL

Great post. I hope it's just the overload from the holidays, but I really know better. Hey, can you explain you disclaimer? Did you create it or did C21 ask you to use it?

No matter how much technology we have at our finger tips, face-to-face customer service is critical. Thank you for sharing your experience with us as a reminder!

Midori,

Its so hard to get good customer service anywhere, like at the grocery store when all the cashiers are chatting and I end up bagging my own groceries....this is great advice! :)

Midori: You got your answer when you called the District man. Service??? To get service minded employees he would have to train them!

Midora- Well, unfortunately Florida is not known for customer service! It is like night and day compared to the west coast. It was something I got used to and it was going on before computers. Katerina

When people experience situations as the one you describe, it is frustrating, but it is also good for us agents who provide superior customer service. It helps us stand out in the crowd.

OMG- this is one of my biggest pet peeves!! I cant stand waiting in line and having the person behind the counter answering the phone and taking care of that person ahead of me.... I took the time to drive to the store, wait in line to talk to customer service.... while someone is at home on the phone receiving better service than me?!?!?!

I can also see how it would be easy for us to do this in our business... we do need to be careful so that we are not perceived this way by our clients...

Great post!

Some people spend so much time in front of computers they don't have any people skills. Yea Katerina. The west coast rocks!

Well I live on the West Coast, and sorry but depending on the Store, Corporation, Management, etc. I haven't seen great customer service.....standing in line, and a cashier says..."how are you doing" without looking at your or waiting for an answer, sometimes is worst than just being ignored all together. I blame Management......and the generational thing......the newer generation doesn't seem to give or expect the same service as the boomer's......Each generation has their own way of interacting, and this can cause problems with expectations......

I see it a lot Midori. Very frustrating to say the least.

You can get great customer service from technology just as easily as from someone live in a brick and mortar store. And vice versa!

Today I got my package from a purchase on eBay right away and handled the transaction via email. It was simply delightful and so well done. Now my car service I'm waiting for them to get it right just once! I've had so many free oil changes from complaining in there but I'd rather just have it done right!

I think we need to do a little of both. I have to admit that my generation is not big on face-to-face, nor is it really all that important to a lot of us. We don't even call each other anymore, we text message and e-mail. However, I know that to some people want to hear a voice, see a smile, shake a hand. So I try to maintain an even balance of both. I think that we will continue to see less and less face-to-face interaction as the years go on. It's already a proven statistic that over 71% of home buyers start looking for a home online about 18 months before they ever buy a house or call a Realtor. I bank online, pay my bills online, do most of my shopping online, it's just more convenient than standing in line forever and dealing with traffic. Not to mention the time it saves. If I could buy my groceries online and have them delivered I can honestly say that's probably how I would do it. We don't use rate sheets anymore, we use online "custom pricing quotes". We don't mail the loan package to the underwriter anymore, we run the loans online. We don't overnight the documents to the lender anymore, we scan the documents and upload them. The more time we save, the more we can pack onto our "to do" lists. I love it though, the faster paced the better for me. My 5 year old niece already knows how to use a computer, go to her little games and navigate the mouse and keyboard. It's amazing really. I got my first computer when I was 10 years old. I knew how to re-build one by the time I was 13. It's just the ever-changing ways of life I guess.

Bad service will get a letter from me to the store manager. I want it in writing. I have no hesitation to praise good service either. In fact, I make it a point to let a supervisor know when I've received good service.

OTOH, I make it a point to let a supervisor know when I've received poor service.

Customer service is what everyone wants but so few deliver, For some it comes naturally for others they need to work on it for others they just do not get it. I owned a restaurant for 20 years and some hires just do not have the ability to deliver customer service no matter how many tools you give them. In our industry for the kind of money people spend that should be our primary goal is customer service with more.

Midori- one of the proverbial straws that broke the camels back for me in regards to customer service came when the company I worked for began to focus more on results and less on the time it took to give great customer service. I was disgusted at the fact that they just didn't care about doing right on the customers behalf. That is why I left a 21 year career and I chose Real Estate because the one responsible for Great customer service is me!

Sounds very frustrating! Hopefully you found a new store to shop at that provides better customer service.

Midori, this is becoming common place in most of what I have seen lately. People just don't care. I agree with Lenn as a written letter will be the best.

It doesn't sound like technology was the problem - it was the attitude of the "manager" on the phone! You can't blame personal problems on technology.

I can't believe the DM response "wha is she supposed to do?" Duhhh....why is he DM? Yes, customer service skills are being exchanged for computer skills!

I really can't believe her behavior as a Store Mgr moreless the DM's response. Apparently, they can afford to possibly lose your business. Was she the only one available in the store that she couldn't call someone else to assist her while she was handling personal business? This is my pet peeve and a teaching tool for many. You learn what to do and what NOT to do when dealing with others.

"It was a personal call and it doesn't take rocket science,hang up and take care of the customer."

You are so right! Just the other day I left several hundred dollars worth of merchandise at the counter because the girl was on the phone with her boyfriend. I went elsewhere.

If you don't take care of the customer...somebody else will!

I wish you much happiness and success in 2008!

On those rare occasions I get good service locally, I blog about it!

Generally here it costs considerably more to shop locally. You'd think they'd jump at the opportunity to keep their business going, but alas, you cannot hire good help these days.

It is amazing the number of times you walk in to a store and hear an employee carrying on a personal call. When I am out with my clients I don't talk to anyone on the cell phone. I may check a message while we are looking at a home ONLY if I have tried to make an appointment to get into a house on our tour list and I'm hoping the other agent will call me back with instructions. This isn't rocket science!

I have a question for all of you...

I see a change taking place in our industry that bothers me. It seems that a large number of clients that go to the internet for real estate information are being "serviced" by being put into drip campaigns. This method enables an agent to create a large supply of potential buyers and sellers. Yet,iif we are not actually connecting with these clients by phone or in person, are we actually perpetuating the idea that the data about properties is all that we have to offer them?

What can we do, as professional service providers, to reverse the perception that we earn our commissions primarily because of the data that is easily obtained on the web? Can we find a way to talk to those potential clients in a personal, effective way AND provide them with all the data they want to recieve? Is it OK if everything is automated, or are the buyers and sellers going to ultimately suffer because we are no longer involved in giving personal customer service? Where will this road lead us?

Am I the only one concerned about this trend?

When we are staying at the Peninsula, we have noticed customer service issues with a lot of the stores in the area....I find that the beach sometimes tends to attract those that work to live not live to work......same thing in ski resorts.....

Midori - Without customer service you won't be in business for long. As it pertains to Real Estate you won't have too many clients referring you if you don't spoil them with service. I have been in the situation you described a number of times - it is maddening!

Hi Kay-I am able to do more because of technology as well. Today I recieved 2 recruiting leads from my site.but I still prospect face to face and on the phone..The extra time I have I try I do more things and see more people. People who I have established relationships with...we decide the best way to communicate.

Ex. My husband and I rarely talk on the phone while I am working...we text...and instant message..its nice to hear from him from time to time while I am at working...I just have to learn to tell him BRB... :)

My oldest son we only interract on myspace and by phone...heck sometimes we don't talk for weeks but I seem to always know what is going on by his myspace page and the occasional phone call.

Thanks for commenting

Maggie-yes I really don't like that either especially if I have a question and they are on the phone... Although my favorite cashier at the Dollar Store got a call from his dad and I asked me if it was ok to answer the phone.. I told him yes by all means...it was his dad...he made it quick and his dad apologized to me. To this day...I have a real soft spot for this kid.

I am pretty easy going...when I go out and shop...I look for what I want...I just want someone to assist if necessary and I want to get out of the store with no problems. Oh yeah, and you know those security tags...they put on merchandise..they need to have a training for deactivating those tags.

Hi Sherry-I decided to place a disclaimer on my post because of lawsuits popping up..no it was not a requirement of CENTURY 21..it was a personal choice...feel free to use it if you like!

Diane-my preference always...face to face.. Thanks for stopping by.. :)

Suzanne-I was a grocery store manager...trust me in most instances you are better off bagging your own. In all honesty...I really dislike it as well but I will engage the cashier and bagger in conversation..that way...there is a better chance my bread won't get squashed!

Joan-Excellent point...I think a little training would be in order.

Katerina-Can't say which is good or bad and I don't generalize customer service in Florida.in my former life..I was a bar manager and bartender and a manager of a grocery store, a cosmetician all which require top notch customer service skills...I expected the same from all the associates that worked with me and for me..I have had some incredible customer service experiences throughout my life...but lately...it has not been to good!

Recently I ordered flowers online to be delivered on Christmas Day to only get an e-mail the next day Christmas Eve telling me they could not be delivered until the 26th. I think maybe its just my time....to appreciate what is ahead! :)

Oh Midori, you've hit a hot button here. I've come across this many times and am always amazed that these types take better care of someone on the phone than someone standing in front of them with money in hand. Prioritizing, as you mentioned, is what needs to be done. How does it go?.. A bird in the hand is worth two in the bush?

Midori, when we go to restaurants the servers that engage us, smile and serve get bigger tips, with a note to them, we enjoyed you being our server. I wish I could say it happened more, but not.

It is frustrating as I have encountered the same over the holiday season and it swings both ways. Either the service is GREAT or BEYOND BAD. I have backup peeps so if I cannot return a new lead phone call within 12 hours, they take it and send me a referral fee. I would rather have them receive instant service over mediocre service. Things come in spurts and my husband would sure love a personal phone call while I ignore my clients from time to time. Unfortunately it is just a pipe dream!

Just think how easy it is to shine in this business, just offer truly great, personal, customized customer service. What a concept!

Midori, the DM's reaction explains why the employee has an uncaring attitude.

DEC

2007

Midori, it's painfully obvious that the district manager didn't have a clue about customer service either. What was with the "What was she supposed to do" bit??? Give me a break. He would have gotten an earful from me, too. Bad customer service is one of my pet peeves.

The internet is addictive, but you have 123,464 points, so you probably already knew that. Seriously though, in the old days when productivity was too low, we might have wondered if the person was drinking on the job. These days we should wonder if the person is spending too much time surfing the internet because internet addiction is more widespread than alcoholism. And now if you'll excuse me, it's 11:44 PM. I should have been asleep hours ago. ;)

customer who? You want customer service, go to Nordstroms

Midori, Great post and worthy of a feature. I am glad that AR realized this. I really do not see customer service anymore.. it is a shame

Kim-that is exactly what I am saying! Meaning....take the listing...and go and only touch base when the seller calls you. It happens I know but that is why sometimes we are seen in the light that the public sees us. While we need to continually prospect and generate additional business the customers we have we need to take care of in the process. Thanks for commenting

Wayne-yes I think in some instances that is the case....but to be so enthralled with the computer when a ready willing and able buyer is in front of you....just dying to make a purchase with no hassle....I do think sometimes technology gets in the way....why...it's abused...meaning simply its priorities.

Kathy-I agree but not all of this current generation is this way...I really love the way this current generation moves and thinks...its much more global.... In my mind that is why it's best to ask your customer's the best way they would like to be contacted....even people who I am extremely close with. I can accept the change but I just want a little service...acknowledgement....appreciation for the business....meaning just take care of the customer. Thanks for commenting and Happy New Year!

Monika-you aint kidding....but its ok...the way other's act will rarely have a bearing in the way I interract with people. I just know small businesses in Daytona need to work on service regardless besides we are a big vacation commmunity with tons of events...you aint nice....the consumer aint buying.

Josette-I agree with you. I am not a big store shopper at all. As a matter of fact I do not like shopping physically in stores. I prefer online however...there are occassions I need to be out and about in my local community...why to support small business...to be seen...and to interract and build relationships. I cringe when I think of getting an oil change or a repair on the car....I have had more mishaps but I have had a few online as well. I support the local business when I can because our city depends on it!

Shawna-funny thing....I am so much like our current generation....and I am 45...I don't think its generational at all....it's our world...we are expected to do more...at a faster pace...to keep up with the rest of the world. You are right...buyers do start their searches on line first....at some point in most instances you will meet..you will decide whether you can work together. I too bank online, shop online and work online but it does not mean I have the right to expect everyone else to work around me....another words...its my customer's choice in how they contact me and interract with me....I try and not forget the current customers I am working with. We get caught up in building business constantly that sometimes our current customers suffer and we lose them for life...for me I want to keep them for life. I really enjoyed and appreciate your comment. Happy New Year!

Lenn-I agree especially when someone gives good service....I give praises and make an ordeal out of it...Sad but true....why????? It's a shame....

Clark Hitchcock Fraser Valley Realtor - you are right...and that is what makes the world go round. Everyone is different... I think basic manners in most instances will suffice...that would be the bare minimum requirements for me....thank you...may I help you....please...the things we learned as kids....even basic manners can take you places!

Hi Alecia-that is why I left the grocery business and went into real estate...I determined how successful I was, I made the sole decisions for the type of service I provide...and the best part...no more corporate stuff! Aint it something...you need decent customer service...to receive the results you are looking for...Happy New Year my friend! Will talk to you soon!

Christina-I handled it online...even though they offered me 20% for my lifetime...in business get it right the first time! I won't be going back. Same thing happened last year with a rental car company...guess what....they offered me free rentals...yes free rentals....but guess what I now use a local company and am treated like gold. And the local company....I can make my reservation online.

Jay-yes and I do that as well. I felt like the DM just didn't care and its as if this is an everyday occurance. Its' so so sad...in my mind...just another vacant building....down the road.

Sharon-Nope that is not what I am saying...don't let the phone and computer stop you from dealing with the customer you have in front of you...This really isn't just about this incident but about realtors who do not hesitate to take call from potential business during handling business with a current customer...or staying behind the keyboard vs. being face to face with your customers... or how about the person you are talking to and they can't pull themselves away from looking at the computer...I think we are all still very much human!

As far as blaming technology for the problem, in this instance..partially..yes I can...she was on the phone and would not get up from the computer...I was there 15 minutes and 2 customer's walked out.. Her attitude and the way she conducted herself was by no means technology...but then again...it was the phone and the computer which prevented her from servicing the 2 customers in front of her! Think about it....I see it happen regularly in real estate as well! Thanks for commenting and Have a Happy New Year!

Hi Midori, Unfortunately, this is getting worse everywhere you go. What most don't realize is that true "customer service" can't be taught, it is a skill and a talent. Many companies (especially restaurants and retail) hire based on tests and assessments with no observation of their new hire in an actual customer interaction scenario (either through role playing or interview process). Most of the people I encounter that offer "bad service" really have no interest in customers, just the paycheck, and will do the least amount possible to obtain it.

Latonia-she was solo...I imagine the owner of the company would not appreciate it as there are very expensive items in this location...its a real shame...because the reality every business In Daytona Beach and the United States, heck across the globe can always use business!

Gary-that is what I am saying...I was a store manager for a grocery store...I knew how to do everything...why I made sure and earned my training in every department. People would laugh when I went back to the meat department to grind meat or go to produce and cut corn or even unload milk trucks....on top of that...even as a grocery store manager...I had to have computer skills....when our systems went down who do you think they called? Me! yup....and when a customer complained...it was me again....or if someone got hurt it was me...and if no one was working a department it was me...but the bottom line....the customer always came first.....the one in front of me!

Yes Jessica....someone else will in fact take care of the customer! Happy New Years to you and yes let's rock it in 2008....just like I said before...its in the bag! :)

Debbie-I think there is plenty of good help out there...its just as managers or management...sometimes management drops the ball...I know when I was corporate....I had to take tests....advancement training...while not all people are the same...good manager's recognize it and understand it! People need to be put into positions that they deserve!

I can project my voice quite well. That said, I once walked into a store where the employee stood 30 feet away and yelled to me. I immediately started talking in the volume I would have used had she been sitting one foot in front of me. She kept yelling that she couldn't hear me. I kept talking in the same volume. Eventually she walked over to the counter. I told her that if she had cared enough about me as a customer to walk over to the counter in the first place I would have been making a rather large purchase, but that now I would be taking my business elsewhere and walked out.

Cindy-that is what I am saying...I have seen it....even when showing houses....other agents....conducting business....working on a prospect....in front of their customer. To me the person in front of you and the current customers you are working with.....treat them like gold...

Kathi-I do not believe we are just information...yes I understand completely what you are saying...again we are all independent contractors so we all conduct business our own way. I have a drip campaign going on my website... its offensive to some and others that is their preference but the bottom line if things go according to plan in most instances....service will come into play.....just like your drip campaigns...make them personal....make them want you as the real estate professional of choice...I have found in the past...they may gather info from other sources but if it does not feel right working with that agent in most instances they won't. The human side of business needs to eventually surface....and it will whether we like it or not.

Julie-funny thing I too work to live...to me life is bigger than work....work is what I have to do...work pays the bills and gives me the lifestyle I live.....work helps provide for my future.....I am smart enough to know that work does not define me...I doubt very seriously when people stand over my grave that they will remember my real estate training but there is a good chance they will remember me as a great friend, a great daughter, a great wife, mom, a great leader and a great example of a human being....that is how I live my life!

I have had a few tragedies in my life...that has left a few what if? I shoulda? I coulda? Why? I missed so many things in life and those tragedies opened up my eyes! ...those workaholic days are gone forever...I do work very hard but I play just as hard...and yes it's important for others to see me more than just the daytona real estate trainer. I do understand what you are saying but I think sometimes employers are too cautious and don't spend enough money on training these people who receive a portion of the profits or losses....their paychecks! In my mind....in business....people are your largest investment so why let them loose..

Hi Bill-I just wanted to say....Happy New Year! and please don't send me anymore invites...you are killing me! :) Seriously...it is maddening but in real estate you are right you won't be there long without service!

Ryan-I am so happy to see more of you on the rain! I have really missed your wit. Happy New Year! Yes the saying does go that way...its so true. I say treat other's the way you want to be treated....walk in someone else's shoes the best you can....I guarantee...the service will be better!

Missy-Yes...I knew that you are that way! We always tip big...not because we are loaded...believe me far from it...but I used to do what many of the servers, bartenders and delivery people do! It's a fun life but the money is similiar to ours but in smaller portions really irregular. If I get good service...I too write a note...I asked for the manager and I tip big...not ridiculous but enough for them to know we really appreciate quality service! Trust me we get carry out in local pizza places...they know where we live....we get free desert a lot and we have had the actual business owner come and deliver and thank us in person! To me that kind of stuff goes a long way. I love Daytona and some people understand it and some don't...it's our world!

I do have to brag though.....CENTURY 21 Sundance Realty Quality Service Award Winner's since 1997. Last Year Pinnacle Award Winners...now that is something to be proud of!

Renee-you always make me smile and Laugh...I can picture it....you drive I want to talk to my husband! BTW here is my lockbox open up the door I will be there in a minute! I love it! Yes this holiday season was very strange for me...with service and mishaps....I know in our area...during the holidays its holiday help...temporary..maybe that is the problem temporary help without training. Happy New Year...and go call your hubby right now! I promise not to tell!

P.S. My husband and I no longer talk on the phone during business hours....we instant message and text. We talk on the phone when it is necessary. It works well...its been about 4 months...and I keep my work momentum going...and not turn into the girl with the big crush. :) What can I tell you ....we are still newlyweds.

Lisa-I love it! What a concept right? Have a Happy New Year....

Yes Brian-you got it right...as a matter of fact...he got me even madder...he actually said to me that was her speciality was customer service....I had to laugh and thought maybe she should be a telemarketer!

WOW!! How shocking and incredibly unacceptable! While technology is great and can help us to offer better service to oour clients and prospects, that is the point of utilizing the right technology. Albeit emergencies can occur and if they are truly emergencies that is one thing however from your scenario, it does not sound like an emergency, sounds like the all to often occurence of poor customer service and people who go to work simply to collect a pay check.. Sales and the customer service business are that: a business of serving customers and treating them with the utmost respect and working to get them their desired results. Our personal time comes at the same time as everyone else in other industries, when we are off work and on our time!!

Linda-when I ran a grocery store..people would complain...sometimes to the extreme...and yes I got the complaints. I never took sides...I kept my emotions out of it....took care of the customer...then talked to the associate or took action. I can tell you in most instances...people having off days...meaning the cashier got ripped into for a very poor reason or A customer triggered something...either way...you have to not take sides...he defended her but tried to buy me...it aint happening! Aint never going back for a 3rd helping....

Frank-You put a huge smile on my face. Yes I do have lots of points BUT I have been doing this since June 06...yes I am addicted....yes sometimes I too am thoughtless and someone is talking and I am typing at the same time. Yes I do admit it...it has happened! BUT I addressed it and now I do mind my manners....I call it habits....habits to change! Happy New Year! you are right...internet addiction...I need the 12 step program...

Brett-In my mind customer service skills are basic manners...Nostroms are known for customer service...ever read Moments of Magic...great book...same with Lexus.

Matt-yes its a shame but it starts with all of us!

Allison-You are so right! I do think there are many factors involved here. Lack of training...lack of screening and interviewing and also watching the old budget...you have to have quality people in place for customer service. Customer service is a talent BUT if people would really just follow the golden rule and use basic manners we wouldn't have this problem.

Gregory-you know what that has happened more often than I care to admit. I blame businesses for not enough staff...for the amount of productivity expected...I know working in the grocery store and drug store...I carried many hats even with a specific job title. I also blame the people who behave this way...no respect...no manners...you did what most people would do including myself....walk and hand my money over to someone who will appreciate the sale! Happy New Year.....

Josh-you said it best....

"Sales and the customer service business are that: a business of serving customers and treating them with the utmost respect and working to get them their desired results. Our personal time comes at the same time as everyone else in other industries, when we are off work and on our time!"

Happy New Year....words to live by!

Midori- I completely agree with you customer service needs to be taken seriously. In essence the customer is providing the employment by supporting the business. Customer service in general needs to take a step back to the good old fashion polite face to face interaction.

Thank you for a great post.

Customer service should be an obvious # 1 in our business as in any other that wants to succeed and prosper,

Midori, Good for you for taking the time to call and complain. Some are reluctant to do this so as to not get the offending person in trouble. But let's face it she is stealing from her employer. You did the right thing. Now I hope he has the guts to call her on it.

Hi Midori,

Well you and I have had similar days then however mine was not face to face but just as frustrating. Check out my blog and commiserate!

I love it. great story. customer service in some stores and restaurants are so lousy and it seem they don't care

I agree with you, Midori -- this is becoming all too common. It might be a sad day when the best service I get is in a fast food restaurant, but that seems to be the case many times.

Brian Wilson, Zolve.com

Wishing You HAPPY HOLIDAYS and Best Wishes for A GREAT YEAR 2008.

Tommy New York Certified Home Inspector Long Island NY Nassau/Suffolk/Queens Home Inspections

DEC

2007

Customers are the backbone of your business8. Some places have lost my business because of this very fact. And i think they just dont care.

JAN

2008

Zach- you are not kidding...I say step away from your keyboard and spend some time with live breathing human beings!

Michael-Thank You

Ginger and Roger-yes I do have the guts to report it...especially if it happened more than once! I did have a great experience their once....I had to deal with a repair technician and he was really great. The District Manager expected me to go back to that location...it will never happen...what's worse...I will never go back their again! 3 chances....before I quit....and they had that as well!

p.s. I deducted one of the negative experiences I had from there due to the incredible encounter with the repair tech...and imagine that...they still lost my business.

Hi Sharon--am going there now!

Russ-you ain't kidding!

Brian-Its funny...I have a favorite 7-11 and I told the girl one day...because of the way she greets me...I know I am going to have a great day! It seems all of the staff there is that way. If I see someone missing for a few days...I always check to make sure they still work there. That is one of the many things things I look forward to every morning....counting on their smiling faces...

Robert-Service is only as good as the employer's hire...I think maybe some employer's need to raise their standards!

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