At a gathering of great business minds last night, a brillaint friend of mine, Gina Danner of MailPrint, asked why do we accept unacceptable customer service. Is it time for a revolt?
In the past I have written articles for businesses on how to ensure they deliver customer service superbly throughout the holidays, as customer volume dramatically increases. But what about the rest of the year?
As a consultant, I can attest to the fact that many businesses cite customer service as one of their positive differentiating factors –so why on the receiving end is it so hard to find?
A few cases in point:
- The automated telephone system in which you are unable to get through to a live human, or kept on hold indefinitely if you try is a commonly cited frustration. True story on the radio the other day: the DJ called a store, the phone was picked up and they asked her to hold before she had a chance to ask her question. They set the phone down and she could hear talking in the background. After 9+ minutes someone just hung up the phone.
- If you have seen the new popular hit the Blindside then you know there is a scene in which Sandra Bullock is kept waiting in a social service office for an hour. So she butt in line and asked how much longer. The lady behind the counter told her I can make you wait all day if I want to.
- In fact, I read an article once that was designed to teach us, the consumer, how to get what we want from a telephone customer service rep. Basically it had to do with putting on “kidd gloves”, to be empathetic to them and request everything very politely in hopes they choose to help you. They clearly hold the power.
- I have found the best way to get good customer service is 1) with honey–don’t shoot the person who wasn’t at fault but has to take the complaint and 2) try to work up the ranks and 3) the best option is know someone who works there–all problems can be fixed.
Some companies can be very easy to work with–it is embedded in their culture, they spout the “religion” every day and hire people-oriented people. The companies with stellar reputations we all know about are Nordstrom’s, Ritz Carlton, and Southwest Airlines.
I would like to hear from you:
- What is a terrific example of customer service that you have experienced?
- What is your customer service nightmare?
- Name a few companies that you think perform consistently good customer service and why you think so.
My two cents is that great customer service is top down, starts with who you hire and is embedded in the fundamental culture of the company. So what does that say about what we value as a country and economy if so many companies don’t have it a part of their basic fundamentals. Do you?
{ 2 comments… read them below or add one }
A great post, after all my name is in the first paragraph. Seriously I think that great customer service starts at home. I remember growing up we were taught to say please, thank you, yes ma’am, and no sir. That basic courtesy is lost on much of society and must be relearned as young adults enter the workforce.
When we were kids, momma and daddy taught us manners. When we were in school it was the teachers who enforced those manners. Unfortunately now, much of society doesn’t learn those behaviors until they land in the workforce. The issue of service has been lost in so many ways in our society.
Speaking kindly to one another is a start and we all must learn to act with more kindness. As Dr. Tom Hill says, “we have to remember it is all so fascinating.”
Margaret, I enjoyed your post and the comments by Gina. I consider quality customer service an essential element of making it easy for people to buy, and in-fact just did a blog post on this subject last week: http://bit.ly/6aQjPq. But the essential question is stated in your headline: Why do we accept unacceptable customer service? Why do we tolerate long lines, rude service personnel and poor outcomes? Being complacent about poor service teaches just teaches companies that they can treat you this way without penalty. Witness the way government clerks often treat citizens because they know you have no financial (or any other) recourse against them. But you do have such recourse against private companies, especially by taking your business elsewhere.