People who are in retail, service, or sales pursuits owe as much or more to the public as they do to their companies.
So many times, people just go through the motions or act like they are trying to do their job, but they are ignoring a very important aspect of that work - their customer or the general public.
If someone doen't like working with people and being polite, courteous, helpful, enthusiastic, optimistic, friendly, and outgoing, then working with the public is probably not their ideal calling. They should think about a career change - or an attitude change.
I really am amazed at how valets, taxi drivers, waiters, retail clerks, salespeople, technicians, and others whose business primarily involves serving the public act as if the public is bothering them. They have a "just leave me alone and let me do my job" attitude, which is totally misplaced because their job is serving the public.
Let's be careful as salespeople that we never let our drive or intensity in getting something done overshadow our true focus which is our customers.
Without customers we have no business. Without satisfied customers we have no referrals or hope of future business.
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For more information on my coaching and educational programs and services, sales tips, insights, or strategies, visit my website stevehoffacker.com or my other blog homesalesinsights.com. © Steve Hoffacker, 2009. All Rights Reserved.
So true Steve! I remember on a few occasions having to say to someone......Are you Sure this is the Right job for you?......lol.....because sweetie........you ain't 'serving' THIS customer........
I know what you mean. I have been extremely pleased with the people here in Mexico. They are all so helpful.
Steve - You are right. I see so many people in customer service that I can tell hate being there. I think they need to consider another line of work... :)
Hi Steve, when my little granddaughter was playing store, I could tell being a retail clerk was very serious business!! No smile, no thank you, no "Have a nice Day!" children learn from example... I wonder what store she been shopping at !!!:-)
Steve: Never ceases to amaze me how people in public service jobs can act so put out by their customers. You nailed it.
Liz,
You really have to wonder why some people have taken the job they try to do because clearly they aren't up for it. :)
Steve
Steven.
I know that this friendly service is helping you enjoy your experience there. Most service people in tourism areas or large towns probably don't realize that the are impacting the brand of both their company and their city or area. :)
Steve
Debi,
What is even more amazing is that many of these "nasty" people rely on tips for all or a large portion of their income. :)
Steve
Mary,
Great story. As for the store, take your pick. Oh for the days of the entrepreneurial shopkeeper or at least an attitude that resembles this. :)
Steve
A timely reminder. Isn't it a great feeling when a client is smiling and telling everyone how well you did your job. I love that and I really become attached to my clients. -S
Hi Steve! I think people take some jobs just to have the job without considering what is necessary to do the job well. It's very difficult for some people to smile and to be polite, much less to offer service. Unfortunately, they don't do well in public service jobs and they don't usually last long! I get especially frustrated with store clerks who act like they are doing me a favor by helping me.
Mary
Chris Ann,
Thank you. Totally agree - even better, they act like they are doing us the favor. :)
Steve
Stephanie,
It's a great feeling. Word-of-mouth is the best advertising money can't buy. :)
Steve
Bruce and Mary,
Many times it's the manager's responsibility for either hiring wrong or not training sufficiently - or both. :)
Steve
The phenomenon that you call "going through the motions" is what I have dubbed "presenteeism." It is as bad or worse than absenteeism. It is simply being present at your job as opposed to being actively engaged in your job. It is worse because I assume that you are actually working leads as opposed to wasting leads. In this market, every lead no matter how unlikely to produce a sale needs to be worked. Worst case - you are working the lead to get a referral.
As to your comment regarding salespersons who act like the "public is bothering them", it does happen and some of these people should be in different lines of work. I heard a Realtor actually refer to a prospect as a "pinhead". That person is now in a different line of work. I don't know about you (actually I do) but such behavior is intolerable. We succeed or fail based in part on the public's perception of the value that a professional salesperson brings to the table - and professionalism starts with good customer service.
Now for my last comment, the value of good customer service should be obvious. Good customer service generates more business and more income. It is true in almost any position or line of work. I can give two examples from my recent trip to Mexico and both were taxi drivers. They understood that you make more money by focusing on the customer - charged a fair fare, quoted the fare before we left, made suggestions on places to see, dine and shop, waited for no charge while we shopped, provided value by comparing the costs of shuttle services to the airport versus their services, carried our bags not just to the curb but actually into the airport terminal counter, provided a direct number to reach them, offered timed pickup services, arrived early for the pickups, etc. Their approach was simple - save us money and add value equals more business and income to them.
Ryan,
Thank you for your great comments - and for taking the time to really put some thought into them. :)
Steve
Steve - Great post to the group CUSTOMER SERVICE and featured!
Robert,
Thank you - appreciate your support - and the feature. :)
Steve
We are one big family at The Rain and it's my pleasure!