Excellent Customer Service Skills are easy to recognize by consumers when they occur, yet when removed from the actual context, there can be great debates over what actually constitutes great service. For businessmen such as Steve Barbarich the most important aspect of great customer service is the attention and respect given to all customers and a concern for their complete satisfaction with the service and or the product. The following provides two examples of service that was actually received by the same individual. Both occasions took place at arts and crafts stores that were approximately equal distances from the consumer’s house. The only difference in locations was that the store in the first example was about a quarter of a mile closer and the drive was much prettier.
At the first store, the consumer was looking for a piece of cord to tie together two decorative hanging plant holders. She approached a salesman she found who was heading in her direction. He was moving quickly and would have ignored her completely unless she interrupted him, which she did. He stopped and looked at her with an expression that announced how busy he felt and he didn’t say anything. She asked him where she could find the cord and quickly stated that any cord they had would be on isle three. Then he rushed right back to his previous project.
The second situation occurred at the slightly further store. This time the consumer was looking for some seasonal decorations and specifically wanted some floral designs. She found the section herself and stood looking for her desired product. A saleswoman walked by and said hello to her. She then asked if she was finding everything okay. The consumer asked her if they carried a particular floral design. The saleswoman stated she did not think they had that particular one, but suggested they go together to look at what they did have. After a friendly conversation about possibilities, the consumer decided on a pattern that she believed would go very well with her other decorations, and she was actually pleased with the slight change in plans. It should be obvious to all readers that this consumer will make her future purchases at the store that is a slightly further and less pleasant drive.
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