Having traveled and also provided training in the UK a few years ago, I certainly experienced a fair amount of poor customer service. Expectations were not very high, in fact when I was serving behind a counter in a service station (while doing some in store follow up), just by smiling and saying hello elicited an amazing response
– a customer came in off the forecourt and stopped as he entered the store. He asked, “why is everyone smiling in here today, what’s going on?” I replied, “We are just offering great service today”.
His response – when he walked out, he yelled: “I’ve just had the best service ever!” Now what I did was nothing special, in fact just the basics of smiling, greeting, having a quick conversation and farewelling the customer. It just goes to show that most customers don’t want too much, but most struggle to receive even the basics.
I thought you would really enjoy the following video in which comedian Jack Whitehall takes a swipe at customer service in the UK compared to the US. It’s a very enjoyable 3-minute watch and would be great to share with your staff.
Unfortunately, poor service is not just restricted to the UK and it’s not always that great in the US either. Jack makes a good case of how sometimes service that is too over the top doesn’t work either. The best service is delivered by staff who are passionate about serving customers, finding out their needs and offering a solution.
When they genuinely care about me the customer, that’s why I go back. Do your staff do that?
Roger Simpson – CEO, The Retail Solution and Author of “The Retail Solution” With over 35 years’ industry experience, Roger Simpson is recognized as Australia’s #1 Authority on customer ROI in the retail industry and as a global expert on staff coaching, customer service, and selling skills.
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