Setting Priorities
I would like to talk about something today that I find increasingly annoying as we enter and continue in the never-ending world of technology. Now do not get me wrong, I like the advances in technology as much as the next person does. I like the idea that making a call when you are out on business no longer involves finding quarters or that you can receive a fax almost anywhere in the world. However, technology should never take the place of or interfere with the level of customer service that you provide.
I was recently trying to pick up a contact lens prescription when the following occurred and I still cannot believe what I witnessed and endured. It was supposed to be a thirty-second transaction, walk in, hand them my prescription, and walk out. It did not happen, not even close.
It all started fine, the representative asked me to sit down while she pulled up my information. As we were sitting there, she proceeded to engage in the following. First, she left me to help another customer who came in after we had all ready entered into our transaction. Apparently, she knew this customer personally and obviously felt that their business was more important than mine was. Once she came back to me after about five minutes, we started again to talk about what I needed. Then her cell phone rang and she spent the next five minutes telling her kids that they had better behave or else. Once the (personal) phone call ended, we were finally able to complete our transaction.
We were engaged in a business relationship for over fifteen minutes and I probably only received her full attention for maybe three minutes. Not once did she say pardon me or apologize for the disruptions. At the end, she gladly took my money though, as she was taking another phone call.
I do not need to tell you all of the things that are wrong with what took place but it should serve as a reminder that no customer is more important than the one sitting in front of you. The customer that came in after me could have easily been satisfied with a simple, “I’ll be right with you sir.” The customer you are currently helping has shown you enough respect to consider buying from you, show them the same respect with your full attention.
FINAO – Brad Huisken, President – IAS Training
