Tuesday, July 1, 2008

For Here or to Go? A lesson in customer service.

I stopped at a popular fast-food restaurant today, and ordered a soda and an ice-cream cone. Not a difficult order by any means. The rub came when the cashier asked "for here or to go?". Really? Does it matter? Are you going to respond differently when I say "here" as opposed to "to go"? Are you going to put he cone in a bag?

The point is, customer service has become substandard, and we, all of us, have accepted that fact. We are ok with pitiful service. We're ok with being ignored. If the cashier looks at us, we feel honored. If they get most of our order correct, we're happy. "Have a nice day" has become cliché. I don't know about you, but I don't like it. Not one bit.

I've chosen to do something about it. If I get poor service, I'll let management know. If they don't seem to get it, I let their bosses know. But I also let management know when I get good service. I'll thank the server, and ask for the manager. I'll explain why I'm pleased. I'll tell them why I appreciate the care I was given. It's not a matter of how much I spend, but rather a matter of the attitude of the person taking care of me.

Our tag-line at Schur Success Auction Services is "our process is personal". That means we should be paying attention to you as an individual. We should be listening to what you say, answering your questions, and generally make you feel valued as a customer. You are important to us. We should demonstrate this attitude with every interaction we have with you. Every time. Without you, we're out of business.

You're entitled to be treated as an individual - an individual that matters to us and our staff. I want to make sure we are doing just that. Please let me know how we're doing - good or bad - because what you say is important. Call me. (866) 290-2243, x 2. And thank you.


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