Customer Service is a Dying Art Form

Having worked in customer service / sales all my life I know I am a bore when it comes to my moans.  However, I am still going to take this opportunity to moan some more.

The press is going on and on about how badly the High Street is doing, that Christmas has not been as good as expected and that more and more of us are shopping on line. Woe is the High Street etc etc.  Well I say that it’s time for the High Street to fight back and the start of this is for retail workers to be trained on customer service.  In the dark ages we were trained that customer service = sales. People buy from people. That customers are king. Yet these philosophies now seem to be ignored or laughed at as old fashioned.

An example of this is when I went shopping for some new make up. Off I go to town, money burning a hole in my pocket. First stop Debenhams. There I am at the Estee Lauder counter and there is no one there. There was no one else waiting to be served but not one single person approached me and asked if they could help. So I go to the Lancome counter and again, nothing, no acknowledgement nothing. Please bear in mind that you cannot just pick things up off the shelf and go to the check out, you have to be served but there was no one there to serve me. Well there were two staff stood chatting in the distance if that counts. So I think, if Debenhams don’t want my money I’ll go to House of Fraser, they’ll have good service. So off I go and as I approach the first counter I see that there are two staff, yep this is it, I can smell the money smoking and I am ready to spend. But what happens? The two staff turn away from me and start chatting. They have no intention of serving me at all.  At this point I start to wonder what is wrong with me, is there a reason I am being ignored, do I look like someone who shouldn’t be there, have I accidently slipped on a cloak of invisibility. “No” I firmly tell myself, it’s not me it’s them.

So after a fortifying Americano in Costa (where I was served with a smile) I head to Boots.  I had been planning on buying from the higher end of the make up market but as that plan had been scuppered I decided to have a look at the No7 range.  Still good but it wasn’t the treat I had planned for myself. Anyway as I am looking around I can hear a member of staff chatting to a customer and helping her. When she finished with that customer she approached me and asked if she could help. I ended up having a lovely 15 minutes of having make up put on me and a good chat. I spent £70 on products and I was sure to tell the member of staff how impressed I was with her. She had made me feel special and wanted and whilst it wasn’t what I set out to buy, I spent my money happily and came home feeling good. Now that ladies and gentlemen is what customer service is all about. And perhaps if retailers invested more time in training their staff they would not be in the situation they are today.

If I had a choice I would always shop on the High Street. Far greater feel good factor than purchasing on line but I will not spend my money in stores where I am not valued as a customer and the only way to show me that is give me good customer service.

Someone Touched a Nerve!!

Last week I decided to take my Christmas cards along to the craft fair with me to write while it was quiet. Due to bad weather it was quiet all day and the cards did not keep me busy for long!

Whilst I was writing one of the other stall holders noticed that I had made some of my cards.  Now I love to make Christmas cards. I don’t do them for everyone, just about 15 that are for relatives and close friends. I take a photo of the kids that is somehow Christmassy then use it for the card.

This year as they were both shepherds in their school play; I got them to wear their outfits, stood them by the washing machine holding one of Dad’s sock’s each and I did the caption “while shepherds wash Dad’s socks by night”. I then decorate the card a bit with stars and glitter and bobs your uncle a funny card with an up to date picture that I know will be appreciated.

So there I am showing the card and the stall holder says “how nice for you that you have the time to make your own cards”. Well that left me a bit shocked and offended. I kept my mouth shut and refrained from saying  “well actually I work five days during the week, Sunday at this market, I make things for this stall, I have two kids, I cook most things from scratch and yes, I do make an effort and make my own cards, I do it with my kids, it’s quality time for us all, it’s fun and it makes me feel good and if you made an effort I bet you could find the time too.” I actually was pleased that I kept my mouth firmly shut but have spent quite a bit of time thinking about what was said. It really bothered me.

Firstly I know that I am a busy person, I fit a lot into my days. But for me doing craft things is a hobby and one that I take pleasure in. If I don’t feel like doing it I don’t. So while I watch TV in the evening I might make some jewellery or a lavender bag for a present. Or, shock horror, I might forgo the TV completely and sit in the dining room making something.  My children sometimes join in, sometimes they don’t. I don’t think it takes quality time away from them, in fact it gives us quality time together or I am doing it while they are in bed. Mr B is often working on the computer in the evening so it’s not taking anything away from him. So to all those people who say they don’t have the time, I challenge you to just try. If you tried to find a bit of time I bet you could. If you don’t want to, fine, but don’t criticise those who do find the time. Don’t belittle other people just to feel better about yourself.

Crafting is not a middle class hobby of bored housewives. Lots of people do it in their spare time because they find it relaxing and enjoyable. If you prefer to veg on the sofa watching TV or spend time surfing the net, then great, but don’t then moan about people who have a bit of get up and go who are willing to make an effort.