It is my honor to introduce Sue Graber, the next specialist in our guest blog post series: Without further ado….Sue Graber!
How do you feel about good Customer Service?
I just finished running a few errands, all of which involved interacting with Customer Service people. I was really amazed at the difference in the responses I received. My goal is to always go in with a positive attitude, a smile on my face and kind words to express whatever it is that I need help with – That was put to the test today!!
The first store I entered had a disgruntled customer in front of me. I tried my best to get her to smile with NO RESULTS! I’m sure she probably had been having a bad day and this was nothing personal, but it reminded me how easily we can let other people affect our moods and attitudes, whether positive or negative!
The receptionist wasn’t able to help me, although I must say she did try! She told me that another lady had been in recently with the same problem! She called for someone in SALES to help me. Since my problem had more to do with getting a part fixed versus BUYING SOMETHING new, I felt as though there were $ signs in the eyes of the salesmen, and I was cutting into their time to spending making a commission!!! Finally a brave soul came to help me. I shared with him that something had gone wrong on one of my appliances that I needed help with, simply a latch on my silverware holder of my dishwasher had fallen off. (By the way this is less than a year old and was one of the top of the line.)
I had the part with me, so it was simply a matter of looking at a similar appliance and figuring out how to re-attach something. When he finally did get it re-attached, he told me that there was something that looked a bit ”bent” that could be causing the problem, and HE HAD NO IDEA how that could have happened or what to do about it! (I’m thinking they just don’t make appliances like they used to!) … He offered no further help and said I would have to get in touch with the manufacturer directly.
Whatever happened to good old Customer Service – Remember the day when they stayed with you until your problem was solved? This impacted me enough that I will not be going back there for future purchases. CUSTOMER SERVICE IS IMPORTANT TO ME!!! How about you? Have you ever had this type of experience and how did it affect you?
CRAZY, isn’t it? What causes some people to reach out to others to help with that smile on their face and spirit of caring while others seem to just radiate negativity. For some it’s simply a JOB instead reflection of their character and integrity?
ON TO A POSITIVE ENCOUNTER!
My next stop was so much more pleasant. The Customer Service Associate who helped me had a smile on her face, even though I’m sure she had been standing up at her job for quite a few hours, and had a long line of people she was helping. I told her how nice it was to have someone pleasant to help me. There was a discrepancy on my bill and she took the extra steps to help me. I thanked her for being so helpful AND pleasant, and told her that I appreciated that, especially after my previous stop. She confirmed how true it is that some people seem to sometimes be ”having a bad day” and I had to laugh when she added “HAVING A BAD DAY EVERY DAY! We BOTH laughed and I again thanked her for not only helping me with my problem but also having such a positive attitude, which affected mine!
WHAT A DIFFERENCE THOSE TWO ENCOUNTERS WERE!
Our attitude toward others – our kindness — our going the extra step to SERVE — it DOES make a difference!
Next time you feel like you’re having a bad day, try and “put aside the negative” and think about something that will make you smile instead. You just might create a chain reaction of positive, smiling people.
It doesn’t matter what industry we’re in, “service” is what’s important to us. When we treat our customers with respect and put them first, worrying more about serving them than how WE are being affected, our relationships will be better and this will be reflected in our business.
Going that extra mile and communicating to our customers that THEY ARE IMPORTANT TO US will KEEP them our customers AND FRIENDS! A simple thank you card expressing appreciation for great service will set you and your business apart from all the rest!
“Positive attitudes create a chain reaction of positive thoughts.” — Unknown
Sue Graber has been happily married for 34 years, raising 3 daughters while working creatively from home as an administrative assistant and a fund-raising specialist. She loves reaching out to others in kindness and is on a mission. She has an amazing ability to teach others how to build and nurture relationships, spend quality time with their families while generating income from home with a greeting card and gifting business. Sue is passionate about showing others how they, too, can make a difference every single day! www.suegraber.com
