A buddy of mine recently posted a blog entry about customer service. I thought I would piggy back on his sentement and share my story from this afternoon.
One of our senior managers requested that we take the company card and purchase a digital camera. So, two of us headed out to Best Buy to make our purchase. As we approached the service counter for the cameras, the 3 or so employees huddled around the area, dispersed and went on about their business.
While I appreciated the extra room they gave me to look, they were nowhere around when I was ready to make my purchase (Tag price on the item I picked out was $549). We waited, played with the camera, messed around with the settings. I even went so far as to pick up the most expensive camera and play with it, all in an effort to attract some help.
Nope… Not a bit. I would understand if they were all helping customers, but as best as I can tell, they were all “shooting the breeze” when I walked in.
We walked out the door after 10 minutes of waiting, and went across the stree to “National Camera and Video”. Along the 2 counters they had easily 9-10 people taking requests and helping people. While we had to wait (there were more customers than sales staff), we were addressed right away and promised service as soon as possible.
Unlike my buddy, I did NOT call the store manager. The american work force has gotten to a point where one really cannot expect good customer service anymore. I was pleased to find it at my second store.
I go to fast food resturants with the expectation that my order will be wrong.
I go to an electronics store expecting to know more about the product than the staff member.
I go to the grocer, leaving it to myself to find the best cut of meat, or the best ingredients for my kitchen creation.
In this age of vast employment, many service jobs are left to those still in the process of receiving an education, or those who have never received one.
Additionally, for most of these emloyees, there is no stake in their service. A waiter receives compensation based on the quality of his service, but a drive thru attendant, grocery store stock boy or a Best-Buy camera staffer is paid a flat rate and can rest comfortably in the knowledge that he is the best employee his company can find.
I am appreciative of anyone in a customer service role who is able to look me in the eyes and speak well. Now that I think about it, all I really need from them is good communication.
Even if that communication is a simple “I Don’t Know”, I just want to be appreciated.
I totally agreewith you on this one, which I know is akward coming from some mystery person… But yea, I’ve talked to people in school who have jobs at American Eagle and such who say that all they really have to do is show up; I’ve also talked to people who actually care about their jobs (at least to the point where they’ll stop suspected shop lifters etc.). I suppose today’s service is jsut the luck of the draw in many ways.