A Tale of Two Cities or Shops
In my neighbourhood, there are 2 supermarkets and a couple of convenience stores dotted around and of course they do the job of providing convenience when one is in a hurry! I usually buy from one because it’s the largest of the bunch.
A couple of weeks ago, I went up to the counter to ask the assistant/cashier a question about a particular item I wanted to purchase. At no point did this individual bother to look at me; he was busy watching something on his phone. I proceeded to buy a couple of items and when I went up to pay, I stood there for what felt like a long time because the shop assistant was engaged in a long conversation with a middle aged guy that came in earlier. I was disappointed by this level of disregard for the customer, so I walked out.
Directly across the road from this store was a similar outfit but much smaller in size. I headed there and was greeted by one of the most pleasant shop assistants I have encountered. He was very attentive, helpful and polite. Every time I attend this store the two assistants have the same attentive and polite attitude to every customer that came in there. I took an interest in “watching” the two stores for just over a week during my lunch breaks.
My observation after a number of occasions is that the smaller store attracts a lot more customers even though it is smaller than the other store. Needless to say that I have boycotted the first shop naturally.
Two shops serving a similar customer type, divided by a road and staff attitudes. In time, their profit margins will be different as well.
Truly reminds me of why I’m here at WA and what I’m learning about providing quality service.
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Lovely post, Chuka. Your lesson is an important one. customer service is the way to go in every aspect of our lives. Carol
I wonder why some people are in customer service to be honest, they don't seem to want to serve! Not that I'm saying they should be subservient in any way, but if we were like that here at WA, then how would our readers and prospective clients feel about our attitude?
You are so right Jude. It's the rudeness that confounds me. No need for being unpleasant to or disrespectful of clients - these stood out for me as a lesson.
Great analogy. I am glad we are in the store where people have integrity and friendly, rather than on the other side of the street.
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Good observation and good reminder!