Although I should be used to it by now, the lack of customer service in certain sectors of business, other than restaurants, continues to perplex my senses.
With the unemployment rate still staggeringly high, it would seem working individuals would pride themselves in their positions and offer the service they are expected by their employees and customers to offer.
When comparing restaurants to other businesses, restaurant employees shine brightly by comparison to many other retail services.
I am not a customer from hell type. I am particularly, understanding when it comes to customer service Faux Pas. Yet, I do expect people to offer the service they are expected to offer – on some level- when I become a customer. But, I am not looking for people to jump through hoops and redefine procedures because I am a customer. I just expect civility with a professional twist.
My radar does go up whenever I am approached by an employee, because out of habit I begin to critique the service I am about to receive. If customer service isn’t up to my expectations, I will certainly give the store another opportunity – everyone has bad days. But, if the business and employees consistently fail, I stop shopping there. The dilemma occurs when I really like a business and an employee is completely rude and incompetent in customer service skills. If this occurs I will implement a one year ban on the business.
Kranston finds this comical. I know it serves little purpose to ban a business in hopes that the loss of my cash contribution will get them to fine tune their service policy. I do it because I need to make a personal statement in hopes of doing my part to possibly promote the dying art of professional customer service.
Such an instance occurred one year ago today. I was a regular customer at Pharmaca Pharmacy in
When I dropped off the prescription for my wife I requested the pharmacist call the doctor about a generic prescription as the cost of the previous prescription was over $100.00.
When I went to pick up the prescription I learned that the pharmacist, Theodore Leung had not called the doctor. When I questioned him as to why he had failed to contact the doctor he said he didn’t need to. He did respond that maybe next time he would call her.
Assuming a shot had been fired across my bow, I explained that maybe next time I might go to CVS to have my prescription filled. In all of the customer service grace that Mr. Leung could muster he responded that would be better for him if I did go to the competition.
I immediately invoked the ban. I went to CVS the following day and have been shopping there for the past year for all of my prescription and toiletry needs. To date I have spent upwards of $1253.00 at CVS. I know the total because of my handy, CVS savings card.
Today, I did go back to Pharmaca to pick up a prescription for Kranston. Theo wasn’t there. I wasn’t disappointed.
Restaurant veterans expect customer service that is at least, mediocre. Anything less, is an assault on the policies most restaurants attempt to implement. I’ll admit that I was rather shocked at the pharmacists attitude. Fortunately, for me, there was no medical emergency connected with the prescription I was dropping off. But, if Mr. Leung shows this kind of professionalism and compassion for his customers, thank God that I wasn’t picking up a prescription for an ailing spouse, mother, grandmother or son.
Some positions carry more responsibility than just placing pills in bottles.
More amazing than Leung’s attitude, or lack of it, was how far he had strayed from the corporate mission statement on Pharmaca’s website. The green pharmacy is known for wellness and community and supporting its customers.
Fortunately or unfortunately, in a community of 9300 residents, there are four pharmacies including Pharmaca. And, out of those four three are national chains, highly respected and very busy national chains.
I know what would happen in the restaurant industry if an employee spoke to a customer with the same tone as Leung spoke to me. It’s unfortunate that so many people in the restaurant business get a bad rap for poor service, bad attitude, and professional complacency when for the most part the majority of servers, managers, owners, bussers, cooks, chefs and dishwashers could run rings around people who don’t care about the future of the places they work.
Well run successful restaurants, with professional servers and high customer server standards, should be used as examples and prescribed for ailing customer service individuals.