3 Negative Experiences That Show The End Of Customer Service

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Abstract

t even if working has become more complicated, there is a lower awareness of the value of customers. And this is even more surprising since a lot of businesses had to close in the last few months, and a new start means putting a lot of new energy in finding new customers.In fact I went through some negative episodes.In March I had to go to a new hairdresser, since the one I usually go to was closed. It was just my second time in that shop. Maybe she was busy or distracted and, while cutting my hair, she cut my sweater. I realized it only once I was at home, so I called and asked if she could have it sewed.Since then it took me two months to get it back, she never apologized or worried about keeping me updated. I had to call her every week to remind her of my sweater. When it was finally ready, I went to her shop to get it. It was on the cashier’s desk, it was not even clean or ironed, all creased and left aside like a dust cloth. I took it, put it in my bag and went away forever.The next negative customer experience took less time. I had an appointment at the local library to borrow a book. When I got there, the woman at the desk was putting aside all books that were returned during the week, and she continued with her job until she finished. I was standing there, looking at her

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and waiting. It took her a few minutes. Then she finished, and finally turned to me. She gave me the book which was waiting for me on the desk, and I left in a minute.I thought it has to do with life in a village, since in small places people are not very social or don’t value their job and their customers.Yet, days ago I went to a store in a big city, there were no assistants — maybe because of the rules to follow during the pandemic — and at the cashier’s desk two employees were talking to each other about personal matters, while customers were waiting and didn’t know where to go and pay. I find this behavior quite irritating and surprising, because shops have remained closed for some time, so customers should be more important now than before.In all these situations, I felt they were not interested in me, they didn’t care about my needs or my expectations, or my time. Maybe to them I was not an important customer, but 5 minutes of my time or the way I spend twenty euros are important for me. Like in every human relationship, if a person is not interested in you, then you walk away. It is even easier if we consider that the relationship with a customer has to do also with money: you don’t care about me, so I don’t give you my money.Behavior breeds behavior.</article></body>

Client First?

“Service, in short, is not what you do, but who you are. It is a way of living that you need to bring to everything you do, if you are to bring it to your customer interactions.” Betsy Sanders

I have worked with customers for a long time, and I have always taken good care of them. Every time I deal with a customer at work, I value him as a person first. I treat him with respect, I try to create a personal relationship and I listen carefully to his needs. I am as honest as possible about my promises, I don’t want to lie or disappoint him. Some of my customers even became good friends. It Italy we say: “The customer is always right”. It is not true, but it shows the value we should put on someone who trusts us and is willing to invest time and money in our business.

In these days we are all stressed because of the pandemic; I realized that even if working has become more complicated, there is a lower awareness of the value of customers. And this is even more surprising since a lot of businesses had to close in the last few months, and a new start means putting a lot of new energy in finding new customers.

In fact I went through some negative episodes.

In March I had to go to a new hairdresser, since the one I usually go to was closed. It was just my second time in that shop. Maybe she was busy or distracted and, while cutting my hair, she cut my sweater. I realized it only once I was at home, so I called and asked if she could have it sewed.

Since then it took me two months to get it back, she never apologized or worried about keeping me updated. I had to call her every week to remind her of my sweater. When it was finally ready, I went to her shop to get it. It was on the cashier’s desk, it was not even clean or ironed, all creased and left aside like a dust cloth. I took it, put it in my bag and went away forever.

The next negative customer experience took less time. I had an appointment at the local library to borrow a book. When I got there, the woman at the desk was putting aside all books that were returned during the week, and she continued with her job until she finished. I was standing there, looking at her and waiting. It took her a few minutes. Then she finished, and finally turned to me. She gave me the book which was waiting for me on the desk, and I left in a minute.

I thought it has to do with life in a village, since in small places people are not very social or don’t value their job and their customers.

Yet, days ago I went to a store in a big city, there were no assistants — maybe because of the rules to follow during the pandemic — and at the cashier’s desk two employees were talking to each other about personal matters, while customers were waiting and didn’t know where to go and pay. I find this behavior quite irritating and surprising, because shops have remained closed for some time, so customers should be more important now than before.

In all these situations, I felt they were not interested in me, they didn’t care about my needs or my expectations, or my time. Maybe to them I was not an important customer, but 5 minutes of my time or the way I spend twenty euros are important for me. Like in every human relationship, if a person is not interested in you, then you walk away. It is even easier if we consider that the relationship with a customer has to do also with money: you don’t care about me, so I don’t give you my money.

Behavior breeds behavior.