The Carnivale of Customer Service continues to have an attitude.
As a business owner or manager, do you wonder why your sales aren’t as good as they should be? Perhaps its the way your employees act around your prospects.
Read this post by Tim Whelan, author of Customer Service What? The Best “Customer Service Blog”. (Tim, I thought we had talked to you about the second part of your title:-)
Once you’ve read his post, ask yourself how you hold your employees accountable. Obviously, this business owner doesn’t understand the meaning of the word. He or she also needs to seek ongoing feedback from customers.
Take it away, Tim:
I walked into a small shop yesterday that sold a variety of things to do with gaming, computers etc, but this could have been any store large or small by the way. I walked in and looked around to identify a clerk in order to inquire about some specific product. There were perhaps 15 other customers in the store and it was impossible to tell them from the floor clerk if in fact thee was one.
Next I went over to the checkout counter and there sitting behind there counter were two employees hard at work on what seemed to be there lunch and immersed in a deep conversation. I stood there for up ward of 2 to 3 minutes before they looked at me. They then very sharply said “talk to the floor clerk. We have one”. I said I don’t see one out there would you point him out to me. At this the young lady said “he’s in the corner go look”, and turned back to her food as though i wasn’t there. Hmmm, I thought, and of course I couldn’t let it go so I forced them to stop eating and answer my question. More…