Whether visiting a business, dining out, or even reading the comments people make on public blogs, I often wonder, “Are customers just an unwelcome interruption to many businesses and their staff?”
Why do I think this? Easy, there are businesses that make it appear this way. For example:
* I see cashiers texting and talking on their cell phones.
* I see work that is not very good but obviously considered “good enough.”
* I see sales people stop mid-sentence with me to answer their cell phone (sometimes without apology).
* I see “customer service” that isn’t customer oriented and isn’t service.
* I see employees that have not been well trained and management who apparently thinks that will work out well.
* I see businesses that won’t return important phone calls (exception allowed for not returning bad sales calls).
* I see so-called sales professionals that expect orders just for showing up.
All this makes me wonder: If you were a stranger to yourself, would you really enjoy doing business with you?
* Do you really hear what you say and ask your customers?
* Do you see how you really appear to others?
* Do you care? Does it show?
Who is the best person you know in a job or position similar to yours (maybe someone that you LOVE doing business with)?
* Are you better than that? If not, why not?
* What are you doing about it?
When it comes to our business, how well do you and your staff see yourself?
Glenn:
You are spot-on! I see these things everyday in my business and am trying to eradicate them through my Successful Image seminars and presentations. In all fairness, some people are truly ignorant regarding their actions. BUT most people know what they are doing and don’t seem to care enough to change their behavior. Unfortunately, it always show up in the “bottom line”. People are choosing not to do business with these “rudesters” as I like to call them. And you always have a choice to take your business elsewhere, and people are doing just that. We have to ‘manner-up’ and realize that it is our responsibility to act like professionals.
Hi Deborah! I think your work is critical to so many businesses. I’m not sure if it laziness or that people adopt the bad habits they are around, but it is interesting to see how many people fail to understand the ripple effect of their actions. Thanks for commenting!! G