Where Did Average Customer Service Go?

Haven't we all been so desensitized that our hard-earned dollars really don't mean a thing to front line employees that we host a parade when some actually does their job.? We perceive them as amazing when in fact - not too long ago - that would only be considered average in the customer service world.

Customer service is not limited to your experience at Target or McDonalds. Customer service is part of every single organization - profit and nonprofit alike. Think about it. The leaders of these organizations want more publicity, attendance or profit. They are always trolling for new hooks to bring in consumers, telling them why they need this experience or ought to make this donation. (Just think about those adopt-an-abused-animal ads with the sad music on TV. If we don't do it, we are selfish and uncaring.)

My theory has always been that every experience is a customer service experience. Every single one. And if you do not value the person during that experience, you have failed in your customer service. I personally hate that I like some things at Target because I consistently have poor customer experiences - either they don't have something they had last time or the employee was bored while ringing me up. Yawing, gazing off. Both reasons not to go back and give them another dollar. Yet I do. Alright - I have changed a lot of my shopping habits to significantly reduce my unpleasant experience, but I do still go there for certain things. Like their Tuscan bread. Yum.

The way the receptionist at your eye doctor's office greets you is customer service. The way any medical professional treats you is customer service. The way your church is run is customer service. You can't get away from this basic function in the North American economy. Every person who steps into a place of business (short hand for "anywhere") should experience recognition and be treated with dignity. Even if they don't spend a cent that day. There is no "who cares" or ignoring any single person. No matter how old they are or what they look like. I've had my own kids with a wallet full of Christmas money dismissed by a clerk who thought they were "just kids" and didn't matter. I even conducted a mini-customer service session with just such a clerk in a Yellowstone gift store when she ignored my niece and daughter.

There are some companies who have figured out that customers need to return in order for them to profit and they train pretty seriously in order to make that happen. Starbucks is a good example. Since I was once trained by them, I know what to look for in the Starbucks locations I visit. And yes, I can tell which manager gets the message by the way their team interacts with the guests.

What are current employees in the average business missing in their training? Eye contact. A smile. A greeting. A thank you. Let me repeat: A THANK YOU. If I am told one more time to "have a nice day" at the bag handoff...Or told "there you go!" I'm gonna scream. And yes, I have been known to answer the ignorant worker's comment with a agreeable "there I go!" Hello? It is my hard-earned dollar that I can choose to spend or not. If I am spending it your venue I need a thank you. You need to understand your paycheck is based on the millions of people like me who come in and spend their dollar. Each one of us matters. Without us, you don't have a business.

Another biggie for me is a store employee walking in front of a guest/customer. What is that all about and why aren't they trained to pause and allow the guest the right of way? I can't tell you the number of times the cart-person has pushed a long chain of carts right at me as I make my way to the entrance of a big box store. And that does not include an "excuse me". What about the vacant stares of the employees in stores when they pass you by and don't speak because it's "not their area"? Huh?? Customers just want service, they don't care that you work in the lighting department while you are trying to find the right nail. I'm all for workplace friendships. But when the customers are going unattended and you are still talking? Awhile ago I was in a medical waiting room waiting for a friend and was given a  40-minute earful by two co-workers behind the reception desk loudly complaining about patients. They did not do any actual work but sure formed a coalition during that time frame. And yes, as I sat there I wrote an email to inform leadership of a training deficit.

One time my family visited a start-up church that was using a hotel banquet room. We were the first arrivals. The six church people already there (3 were musicians and practicing) continued to work hard making sure the brochures and chairs were arranged just-so, and walked right by us to adjust a music stand. They looked through us to ensure their room was ready for the people. Do I need to tell you if we ever returned?

The other turn-off ? Smoking employees standing outside the back door of a restaurant. Urp. Are they going to wash their hands when they go back inside? Since I don't know and prefer clean food, I won't bother to find out.  I once left a restaurant before ordering when I used the only restroom and found the soap dispenser was more than empty. By the way - those charts on restroom doors showing employee's hourly initials verifying the area was cleaned? No way can any of them get as dirty in 50 minutes as I find them.

When senior management cares more about numbers and forms, customer care goes out the window. So does morale. Employees and volunteers need to be shown how valuable they are. Especially the front lines people. They truly are the face of the guest experience. I'm chuckling now as I recall a few churches I worked at who allowed sourpuss-faced people to be the "greeters". Hello? There are plenty of other areas to volunteer in for those not inclined to be friendly.

Another peeve of mine is when management does not explain why they want something done a certain way. Yes, that increases the employee's dependence on them and encourages them not to think. Wait - isn't that why they dole out information so carefully? Me? I want a building full of people who know what and why they are doing something and can make good decisions on their own. They will feel more valued and confident. They will increase their customer service and feel more valuable to the organization. And yes, I will pay them for that rather than treat them like a nobody in the sea of interchangeable non-entities.

If anyone can tell me why senior management has given up on training for the "thank you" I would greatly appreciate hearing this "cost saving" rationale. Now - please go out and thank someone! You will jar their psyche with such a nostalgic word.