- Business and Employment
Can I Please Get Some Service?
Will Someone Please Help Me Spend Money At Your Business?Click thumbnail to view full-size
Can I Please Get Some Decent Service Here?
Can I get some service here?
Today, in 2015, a customer can expect less from a business in the terms of customer service.
To compare with 15 years ago, there have been drastic changes.
In 1998, the idea of a cashier using a phone, or other media device while waiting for a customer or while the customer is in front of them, was unheard of.
“The customer is always right” devolved to “the customer is always the customer,” to “who is this person taking time away from my social life?”
This is our world today.
Electronic media has taken the place of human interaction, even in the realm of business, and customer service.
While customers are expecting less, and getting it today, and mediocre customer service is better than none, it is not helping small businesses to prosper.
Local & Small Business Owners Operate Under Different Rules
Big box retailers can get away with providing so-so service, because they do not have the same economic rules as the small business owner does.
Conglomerates move their manufacturing to countries where their workers are paid pennies a day. They benefit by, but are not under government entities, such as OSHA, Labor Laws, or Safety Standards.
Many of these do not even have to pay taxes to their country of origin any longer. For them and the thousands they employ, they have found a new way to provide cheap stuff to consumers, and so this is the trade-off. Cheap goods = little service. We get what we pay for.
Small and local businesses seem to follow the trend of mediocre customer service, and do not understand why they are going out of business, or facing huge losses each year.
As a person concerned with the environment, and human rights, it makes ecological sense to shop locally. Perhaps, because I am willing to pay higher prices to support my local merchants, I should not also have an expectation of good to excellent customer service.
The type of consumer that I am is a thrifty and careful shopper. This means that the only time I go shopping, is when I have a purchase in mind, that I have saved up to buy. Not the fanciest person, I am clean and usually wearing a smile.
In 2012, I saved up for a Kindle Fire.
I was excited as I went to our local business establishments to purchase my new Kindle.
I also saved enough for any accessories that I may need to go with the Kindle. I went to two businesses, where I was ignored.
I could not even serve myself, as that device required the assistance of an employee...
...Ignore and Be Rude To Customers - Why Local Businesses Die
When I gave up, feeling humiliated, and a little put-out, that I wasted my time, and gas money, I went to Amazon.com.
True, it was simply a website, but Amazon.com was happy to see me coming. They seemed excited with me for my purchase. I ended up getting a better deal there, than I would have buying locally, and got several extras I could not have gotten at our local retailers.
I hear the lament of local businesses, cursing on-line retailers such as Amazon.com, but losing shoppers to on-line retailers is not the cause of failing local businesses as much as the effect of mediocre to no customer service.
Local and small businesses, who want to grow their customer base, may have to expend more energy and goodwill than the big box retailers. Local businesses could view each person who comes through their doors as someone they can build a business relationship with.
Excellent customer service in 2015 is a way any local business can prosper and grow…
Hey, can I get any service here?
Shep Hyken Amazing Customer Service: The Taxi Cab Story
March 12, 2013 / YouTube Video "Amazing Customer Service: The Taxi Cab Story" by Shep Hyken /