The lost art of Service
March 8th, 2010 • Posted by Bill Bice • Permalink
My wife Sharon and I met in Santa Monica, and at least once a year we take a long weekend to go back and hang out at the pier and stroll down Montana Avenue. I love to bike the trail along the beach, but what I remember this time more than the beautiful day and the surf crashing on the beach was the surly attendant at the bike rental stand. It's not the body builders on Venice beach or the girls playing volleyball that is etched in my memory, but that horrible service experience.
I wish this was unusual, but bad service is the new normal. We stand in lines 10 deep at the supermarket, get stranded on the runway sitting in a airplane for three hours and wait on hold for what seems like days to talk to someone in customer service for whom English is a third language.
On the other hand, every time we go to Santa Monica, we always seem to end up having lunch at The Lobster and shopping at Subtle Tones. Why? Great service!
Service is the single greatest point of differentiation for small, local businesses.
That's it? Is there more to the story?
Sorry, I was trying to be short & sweet. I just find it remarkable how bad service has become, and how it can overshadow otherwise great experiences. An example more specific to our industry: I had a great massage at a spa in Cabo that was essentially ruined by rude front desk personnel.
Bill, I definitely agree!
I was just speaking with a friend about this very phenomenon the other day and she insisted on arguing me down that bad service is purely based on demographic location and that I should just accept this as the norm. This is not so and I REFUSE!!! Bad service is bad service no matter where you are, in an economically challenged area of town or not. My take on it was that I encounter bad customer service situations several times a day, no matter what side of town I am on, or what ethnic denomination owns the establishment.
It seems as if this IS the norm and should be accepted or chalked up to the rep having a "bad day." No, everyone has a bad day or bad moments, but when you walk into someone's establishment and sign in on their clock, YOU CHECK YOUR ATTITUDE AT THE DOOR! I emphasize to my colleagues and staff that no matter who walk through OUR door or rings OUR phone that they are a potential customer and should be treated with the utmost respect. Not only is it the right thing to do, but bottom line — THEY are paying OUR salaries!
Funny, I started working in the service industry many years ago and can actually remember being properly trained in service at a number of jobs. I dont see that happening much these days, or workers are just forgeting the skill. Planet Massage
I am not too old but I was taught to turn the lights off when you left the room and to say, "please," and, "thank you." I am amazed how this "norm" in service is not just related to the younger generations, also those who grew up in the 60′s and so on can be found unflavorful. What is worse is when you do speak up to management and you can tell they don't care either, they are only getting a $0.75 pay difference. My first job was in fast food and we had secret shoppers, I think on how hard it was to get a 100% and how many times customer service is not driven by appreciation or a sense of accomplishment and self worth.