Customer Service Horror Story?

I belong to an international organization of real estate and lending professionals that teaches us how to become a consultant for life vs. a salesperson for the transaction. The most important part of becoming a consultant for life is having a mindset that focuses on the client’s best interests – a mindset that values service rather than sales.

So I’ve become even more aware of good customer service, first, from myself, and then, from others. I’ve also become more aware of bad customer service! Without mentioning any names, here’s my story:

I’ve been using the same dry cleaners for years. They do a great job, they’re right on my way to work, and they open at 7am. Or, they opened at 7am until the company changed owners several months ago. The first time I pulled up at 7am and the place was dark, I shrugged it off and went back later on my way home. When this happened the next time I went there, I waited until the young lady unlocked the door around 7:10am. The next three times I went there, same story – the sign says “7am” but the doors were never opened until after that.

Finally, I decided to say something. Having once again waited until past 7am, I walked in with my dry cleaning and asked, “What time do you open?” “7am,” was her answer. “You weren’t open at 7 this morning,” I pointed out. “I was running late this morning,” she said. “You run late a lot of mornings,” I said. “Well, I have things to do,” she said.

I left, with my dry cleaning, and found a new service provider.

I define good customer service as “a positive, predictable experience that consistently meets or exceeds customers’ expectations.” Clearly this employee had no interest in meeting, much less exceeding, my expectations! But this experience was a good reminder that serving you is a privilege, that I am committed to exceeding your expectations, and I want you to let me know how I’m doing. Both “pats” and “pans” are welcome – I learn from both!

Mark Fidgett | 604-273-2002