At Shoppers, Inc. we are very passionate about great customer service, measurement and teamwork. The article below from Mark Sanborn about Customer Service Enemy #1 relates to our goals and passions. Hope you enjoy it!
Customer Service Enemy #1
Recently my friend Chris, a successful business owner, sent me this story:
“Vicki and I celebrate our 35th wedding anniversary in November. I decided to buy her a new wedding ring. I spent a fair amount more on the new ring than I did for her old one.
When I went to pick the ring up the gal showed it to me, rang up the sale, handed me a bag, never looked me in the eye much less say thank you!
If it hadn’t been a custom ordered ring I think I might have told her ” no thanks” and gone somewhere else to shop.
Thank you is so easy, yet, it’s not as widely used as it should be.”
When a customer does business with you, they expect to be acknowledged. A simple but sincere thank you is a start. In the case of Chris, who I know invested significantly in a special ring, the attention and gratitude should be commensurate.
Indifference is customer service enemy #1. Chris is right: thank you is so easy. But apparently so is indifference.
If you are truly committed to customer service, the choice is easy.
Who will you share this story with today?
Mark Sanborn, CSP, CPAE is president of Sanborn & Associates, Inc., an idea studio for leadership development. He is an award-winning speaker and the author of the bestselling books, The Fred Factor: How Passion In Your Work and Life Can Turn the Ordinary Into the Extraordinary, You Don’t Need a Title to be a Leader: How Anyone Anywhere Can Make a Positive Difference and The Encore Effect: How to Achieve Remarkable Performance in Anything You Do. His book Up, Down or Sideways: How to Succeed When Times are Good, Bad or In Between was released October 2011. To obtain additional information for growing yourself, your people and your business (including free articles), visit www.marksanborn.com.
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