I recently stopped at a local hardware store for a new bolt for a wheelbarrow. The only metal pin they had was too long. So, an assistant gladly volunteered to cut it down to size. As he was sawing away, one of the managers waddled past, scowled and snapped: "Doesn't he have a hacksaw at home?"
Honesty is the best policy and you should always be thruthful, but there's a difference between being truthful and being downright rude. A snarling attitude towards customers will not get you repeat customers.
Good customer loyalty is the lifeblood of any business and comments like this only drive customers away.
We've all been on the recieving end of these sorts of remarks and customer service faux pas from businesses of all types and sizes, but that doesn't mean it's acceptable. We all have bad days, but that shouldn't become the customer's bad day too.
Poor customer service loses business - fast. Here, based on my own stumbles down the rocky road of verbal iscues, is a sample of things that a client or customer or guest should never, ever hear from you or your staff:
- "Why are you doing that for him?" This is pretty much what the hardware manager's flip remark meant. It may seem ludicrous to say it, but service for a customer - be it run of the mill or beyond the call of duty - should never be questioned in front of the person with the Visa card in hand. A business person that questions service like this will appear rude and entirely dismissive of customer service - a sure fire way to lose business.
- "Are you sure you can afford this?" On a trip to a beautiful paradasiac destination, I wanted to surprise my wife by reserving the honeymoon suite at a luxury hotel, the Front Desk Manager, cajoled a member of his staff at the desk to "make sure he knows how expensive that suite is" before I even inquired about the detail of the price, which by the way I already knew. Of course- customers need to know the price of an item prior to purchase and that information is common courtesy, but beware of the connotations of suggesting an item is priced beyond a customer's means. This can taken as a direct insult.
- "What an idiot that last guy was!" This was muttered by one server to another in a restaurant, as I was ready to pay for our tab. Needless to say, not every cient or customer is cherubic, but commenting on them to another employee - or even worse, a customer - is grossly unprofessional. This is tantamount to "bitchiness". People buy from people, and prefer to buy from people they like. Nobody likes to hear another customer sneered about. It makes customers feel uneasy, as they'll think you might say that about them when they leave your business.
- "We don't have it." however siccint, this is a repeat offender, said most recently when I asked a grocery assistant if they carried a particular brand of olive oil ( after her four-word reply, the grocery assistant stared past me glassy-eyed as though she were looking for ships on the horizon). of course, businesses run out of stock or may not offer certain services or item, but just hearing "no" or words to that efect is tantamount to adding "And stay out!" Don't leave things hanging like that.
- "What a _____name." (Choose "different", "funny", "unusual", "bizarre"", etc.) Don't misunderstand me, I know I have a, shall we say, esoteric last name. But I don't adore the attention I get when a niwit callously belittles my family moniker-belittling my very own identity. It would be far more diplomatic to ask how a person's name is pronounced correctly.
- "I haven't a clue about what I'm talking about, but I'll rumble on regardless." this is the Brand X version of any number of ill-concieved remarks, ranging from the bank clerk who loudly gives a customer her mutual fund recommendations ("I hear you can make money in them!) to the doctor's office receptionist who tells a patient that she may need a biopsy.
- "I only work here." This cliche' -most recently uttered to me by a waiter after the wrong meal was delivered for the third time -should be forewver buried. In four wretched words, an employees conveys a complete absence of enthusiasm or involment, let alone a willingness to address a problem. This does not bode well. All staff should ensure they know their own area and can politely pass a customer 's query on to the right person should it fall outside their area of expertise.
