There is a problem in business when you pay someone an hourly wage and expect that to take care of your giving great customer service. Let me share this morning’s example.
I walked into the nearby Ace Hardware store with a list of items I needed to make some home repairs. The first two employees I passed were busy having a personal conversation with each other. The third employee was busy texting someone. As I found the aisle I needed, there was an employee there who was busy with merchandise. That person did walk by me and said, ‘excuse me’. (Note: no ‘hello’ or offer to assist).
In selecting items I walked through more than half of the approximately 6,000 square foot store. On the way to the register with my six items, I passed another employee who smiled. I walked to the counter and waited for someone to show up to take my money.
In giving the change to me, the cashier did not count it back to me or say anything. I was the only customer in the store.
The lesson? If the neighborhood store is going to give service like this, why shouldn’t the customer go to the box store which has a much larger selection? For some customers the box store is even closer.
This staff does not care about customer service because they are not paid to care about customer service; they are simply paid to be there. How are things done in your business? Does it make a difference to the salesperson if the customer has a great experience? Does it make a difference to the salesperson if the customer buys something?
If not, I see your problem. Do you see it?
