I have noticed a trend lately; people are getting used to poor, or no service. If you think about it, slowly but surely, we are being trained to accept poor or no service from companies.
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 That has been replaced by a 'beep' at 80 kph.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.
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 That has been replaced by a 'beep' at 80 kph.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.
