It is not enough to provide the service or product a customer needs. The challenge is to provide that service or product in a manner that will make the customer feel they are, for that moment, the only customer that matters.
|
|||||
|
Somehow, somewhere over the course of time, words have taken on this amazing life-like role in the daily routine of people. This would not be such a news worthy event were it not for the fact that many of the words being spoken are just, what I like to call, “blah, blah”. Yes, conversations about what we are going to do, going to say, going to change, going to fix without any follow through whatsoever. Notice how we have all gotten smart about not committing to anything much…”I will try to call you,” “I will see what I can do,” “I hope to see you again next week,” “let’s try to stay in touch.” Unless these words result in action, they are really just ”words” in my mind. If you say it, mean it! THAT, my friends, is called living with integrity. If we could only remember that helping strangers should be no different than helping a friend, then our efforts would appear to be so much more genuine. Instead, we seem to be faced with “service” that appears to be in a hurry and not really interested in our needs. Perhaps we must go back to the basics; a smile, a genuine wish to help others and, above all, a constant awareness that the world does not and should not revolve around US! In a Letter to the Editor of The News-Press:My “paradise moments” have less to do with palm trees and beautiful waterways and more with daily life here in Cape Coral. I can’t help but wonder whether I’m the only one who notices the poor customer service around this paradise town. I wish I could say it only happens once in a while but I can’t. It happens every day, several times a day and it’s inexcusable. Here’s a paradise moment for you. The other day I walked up to the register to pay for a car wash. The woman behind the counter was on the phone. As she chatted about personal matters, she managed to collect my money and give me a receipt. Wow. Only one problem; she never made eye contact with me, the customer. She never said hello, she never said goodbye and she definitely missed “thank you.” Last March, I wanted an estimate for window cleaning. I spoke to the owner on a Thursday and he said he would come by that Friday. I’m still waiting! What kind of service is that? A simple phone call to say he couldn’t make it would have been painless and so much more professional. I’ll never call him again. Here is Cape Coral being marketed to the world as “It’s Just Paradise,” yet we can rarely get customer service with a smile. In fact, the employee motto seems to be “only 10 more minutes and I’m off.” I can’t tell if it’s bad training or no training, but it sure doesn’t fly with me. Employee attitude is a reflection of good (or bad) management and ownership. Maybe we need to start at the top with a refresher course on good manners and common sense. I’m constantly in search of positive attitude and good customer service. I hope my next “paradise moment” is just that.
 What the right attitude will do for your company We are proud to announce the first post on our blog of the Ultimate Fort Myers Customer Service Consultant, Cammie McKenzie. “If an Attitude is not Positive then it is, at best, Indifferent and, at worst, Negative“. Marketing Matters with Cammie McKenzie will train you and your company to believe in and exude a positive attitude for both the company and its customers. Exceptional customer service should be the rule, NOT the exception. You will learn timeless techniques in engaging your employees and customers in the Profound Power of a Positive Attitude as well as real-life (and often very funny) Customer Service Faux Pas. Watch for the top 7 mistakes in hiring a Fort Myers Customer Service Consultant. Stay tuned for great tips to improve your bottom line for your company that will ultimately lead to a more positive outlook in your everyday life. |
|||||
|
Copyright © 2010 Cammie McKenzie Blog - All Rights Reserved |
|||||
Recent Comments