Sometimes the best lessons we learn about customer service for our own business is when we deal with others.
Customer Point Of View
We know what we respond to, and what we call good customer service. We also know what we label poor customer service.
Just Browsing
I was in a small specialty store the other day, looking for some gifts. I saw a three things I was interested in, but needed a bit more time to decide.
Still Looking
I left the store and looked elsewhere just to be sure of my decisions and to look at other options. After lunch and some deliberation, I returned to the store, ready to buy the three items I'd looked at.
Ready To Buy
By the time I returned, the first item was no longer on the shelf. No problem. After all, that's the luck of the draw in a busy shop. Just in case they had more but hadn't had a chance to replace it on the shelf, I asked if they had any others.
How To Lose A Sale
The store assistant looked at me and snapped
You were here before. You should have bought it then. They don't last long you know. You have to be quick.
Excuse me? Guess what I did? Yep... I smiled and thanked her politely. Then I walked right on out of there, minus the three items I was planning to buy.
How To Lose A Customer
Sure, every staff member has their own style, and she may have been tired and stressed.
But, for me, buying a gift is not just about the gift but about the whole experience, especially when it's a non essential luxury item.
Customer Service Is A Relationship
Just a throw away comment is enough to lose a sale. More importantly, it's enough to lose a customer.
Losing a customer costs much more long term than just the cost of a lost sale. It's all about the customer relationship. Poor customer interactions may mean the relationship doesn't get to first base.
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