Gone are the days of toll booths along the motorway, where we pay our toll, and say a friendly g'day to the toll operator. That has been replaced by a 'beep' at 80 kph.
Soon to be gone are they days where we seek out the fastest and most efficient cashier at the grocery store, an opportunity for a quick chat and some human interaction - slowly being replaced with self-checkout registers. Scan you groceries, insert your card, and be on your way - no need to talk with anyone.
These things are all done in the spirit of efficiency and lower overheads, but are these efficiencies benefiting the consumer, or the business?
I have developed a desire to deal with small business where ever I can. I am guaranteed to be able to speak with a person in authority, if I need to. I am also guaranteed that my business is appreciated and my feedback is heard.
Who is Eastwood Hi-Fi? oh just some smallish business based out of Dural in Sydney's north west that I have known since 2000, but has been in business for much longer. Their competitors are by comparison, very large businesses, but they make a great business out of the personal interaction they have with their customers, and the quality service that you can expect from dealing with the smaller guys. I contacted Steve recently, as I seem to do every couple of years to ask for some advice - it didn't so much matter if he could sell me something, more that he could assist me in making the right choice. When the time comes to spend money, I know where I am going.
I have modeled my own service standards from businesses like Steve's and will continue to do so. Because while I enjoy efficiencies, I demand service when I need it, and so should Bay Beans customers. I am proud of my service.
Please leave a comment and let me know about your good or bad customer service experience.