We all know to be successful we have to have all parts of our business running in tip-top shape. We all know this, but it is good to be reminded once in a while. Let me tell you a short story.
I was in a big box store recently and got in a line where there was a little commotion going on with the person checking out. So I decided to pay attention to what was happening.
The cashier who was obviously either not having a good day, hated his job, or just plain didn’t care about the customer. He didn’t greet the person. He just slowly ran things through the scanner and throw them in any bag.
The customer started to nicely ask him to please put the items in her bags in a consistent fashion. He just gave her this dumb look. When she persisted, he stated “Look lady, I don’t get paid enough to listen to your mouth rant on about something you know nothing about.”
He finished scanning with a scowl on his face and took her payment. The card didn’t go through the first time and he says “Gee, lady don’t you know how to work that thing? Do it again!”
The customer when she finished said, “Look I don’t know what your problem is but you better straighten up, or you won’t have this job long.”
She stalked off…as she was leaving the store she told at least 4 people about her experience. I know because I went to the next line still listening and followed her out.
I stopped her and asked her why she didn’t tell the manager and she stated “I don’t have time”, and besides there are other stores like this where I can do business instead.
So what does this have to do with your business? Poor customer service can drive your business off that cliff quicker than you may think. No matter how good your products, your web content, your advertising, how likable you are….
The marketing, the sale is important, but if customers don’t like your sales person’s attitude, customer service employees, cashier’s or maybe even the manager’s attitude, you have basically wasted your time making the sale in the first place. They won’t be back.
Be sure you are giving excellent customer service throughout your organization. You know the old saying, do something well, and few people talk about it, but do something wrong and the news will travel fast.
After working in various aspects of customer service for many years, I can tell you that is so true. That business owners, is good way to run off that cliff!