There is a lot of competition for my business on my drive in to the office. I pass by 6 different coffee shops/restaurants that offer a drive thru service to sell me my coffee. That’s not including the 9 different mini-marts, of which 7 are attached to gas stations, that also provide freshly brewed coffee. All in all, on my half hour drive in, there are 15 different places that can earn my business.I’ve been to the majority of these places, and had decent coffee at all of them. Four out of five mornings, I stop at the same one. The one time I don’t, it is usually because I need gas, and I don’t want to stop twice. How did the one business win my business?
They offer better service than the others. It’s that simple. When I drive up to order, they do not interrupt, and say, “Anything else?” while I’m halfway through my order. They let me finish talking. When i have completed my order, they repeat back the entire order, tell me the price, and ask me to pull up, please. When I arrive at the service window, they acknowledge my existence, even if my order is not ready yet. More times than not, the order is completed quickly. When it is taking a little longer, they tell me it will be a minute. Then, I am on my way, with a “Have a nice day!”
Did any of this sound like phenomenal service? If you look at it on the whole, they did nothing that I would consider above and beyond. They let me order without interruption. They were courteous. That’s really it. Does that mean that the other places offer bad service? I believe it depends on your definition of “Bad”.
To me, “Bad” service is any that leaves a bad impression. If you do not let me finish my sentence when I’m talking, I feel like you're not listening to anything I'm saying. If I drive up to the service window, and you look like you are avoiding me until the order is complete, you make me feel as though I am a leper. If you hand me my coffee and my change, and say, “Thanks” as the window is closing, I feel like I’m the one that provided you a service, not the other way around. You don’t have to spit in my coffee for it to be bad service. You don’t even have to be overtly rude for it to be bad service.
This is good news for small start-up businesses. You don’t have to be a superhero. You don’t have to be the most innovative, and re-create the wheel. You simply have to make sure that your level of service is better than your competition’s service.
I’m waiting for the phone call from the coffee shop willing to advertise, “We’ll let you finish talking before we ask, ‘Anything Else?’”
Yes it is true. In a way - even mediocrity is considered 'good' because typical service is so poorly executed in way too many instances.
ReplyDeleteGood service is taking the time to be kind to the customer. Like my local Starbucks barista. She knows me, my order, my husband (poor guy, I send him in with an order too specific for my own good!) and always service with a smile! They are kind and patient. When I had a hundred dollar bill once and no other cash or cards, they gave me my drink free. When my family came in and ordered 4 drinks and the giftcards weren't working that day, we got our drinks free. They know the importance of happy customers and that a happy customer is going to tell others. Good service makes a business. Bad service can break it. lilcherrygirl at hotmail dot com
ReplyDelete@Lisa - You're right, that is Good Service I'd say you get Great service from your Barista!
ReplyDelete@42flavas - Do you tip for mediocrity? I used to leave my change all the time; I'm starting to think we've encouraged mediocrity.
What defines bad service? Not being prompt. Not caring. Surly attitude. Nonchalance. Belitting the customer. This happened to me at a local restaurant and I never went back. The owners/managers were constantly looking miserable and if you asked for something extra they huffed and chastised the waitress for providing you with it. They didn't end up doing well. I feel bad but am not surprised. What defines good service? Someone taking the time to listen to your concerns as a customer and doing their best to rectify the situation or to pass the issue along to someone who can better handle it. Also, I think good service is about constantly interacting with your customer not only in person but on various networking sites including twitter and facebook. It builds brand loyalty and shows that the company wants to hear directly from the customer. A friendly smile and a hello ain't too shabby either :)
ReplyDeletedeeg131 at gmail dot com
Dee you couldn't be more right.
ReplyDeleteA friendly smile and a hello should be the norm for all social interactions!
Have a great day!
You have a great day as well! Honestly, I know some jobs are tough and a lot of customers are not the kindest but you just have to keep up a positive persona because a calm presence and a friendly demeanor will get your business much further along! :)
ReplyDeleteIn business so many competitors are available but don't woory about your competitors, you can provide best service to your customers.Don’t try to be a superhero in business. You simply try to make your level of service is better than your competition’s service. Thank u for good post.
ReplyDelete