Recently, my young son Logan and I stopped at a technology store to look at gadgets. As we arrived, a young salesperson pounced upon us and asked if he could help. I replied “No thank you, we are just looking”. He asked us to contact him if we had any questions.
As my son and I looked at various computer hardware and accessories, the salesperson continuously interrupted our retail adventure. He was anxious to help – and presumably guarding his commission. Following our selection, the salesperson escorted us to the checkout, handed us off to a cashier and left without saying anything further. After we paid the bill, I waited for a moment for the cashier to say something. She finished with “You’re all set.”
Neither the sales person nor the cashier thanked us at any point in the process. I was a little disappointed. After all, we had visited the store and purchased almost $500 worth the merchandise. The experience prompted a conversation with my home-schooled Logan about the importance of respect, gratitude and manners.
As a customer, I visit every business with some expectation of service. I believe that customer service makes or breaks the experience. I am much more likely to return if treated well – and I willingly share my experiences with others. In the past, good or bad experiences went unnoticed beyond a close circle of friends or family. But in today’s wired world of social media, a story about good or bad experience can go viral with huge impact on business. Here are some examples:
“United Breaks Guitars” After United Airlines failed to repair a guitar damaged during a 2008 flight, Canadian musician Dave Carroll recorded a protest song that went viral and was played over 13 million times on YouTube.
“Giraffe at Ritz-Carlton” After Joshie, a stuffed giraffe, was accidentally left behind by a young boy after the family checked out of a Ritz-Carlton hotel, staff took a series of pictures of Joshie enjoying an extended vacation at the hotel and the story was published in a Huffington Post article celebrating “What Customer Service Is All About”.
“Broken Cheeseburger” After Arianna, a 7-year old autistic girl, experienced a small crisis with her hamburger at Chilli’s Restaurant, a simple act of kindness by a server and manager was recognized with over one million likes on Facebook.
At Agenda we believe in “old fashioned” customer service. We strive to “jump to the pump”, treat our customers with respect and provide the kind of customer service we would like to experience ourselves. We listen, work to understand our customers needs, and thank them for their business. Good customer service is its own reward – and good for business too.
Thanks for reading this post!
P.S. Would you like a chair to go with your new desk?