At dinner last night my wife commented on a very positive lunch experience she had had at a local sandwich shop. She was taken with how gracious the clerk was and how hard this employee worked to make a good impression and insure that my wife would come back again.
Odds are better than ever, that she had been served by the shop’s owner.
As businesses downsize as a way to survive in a very challenging economic environment, lots of “behind the scenes” owner/managers in retail and service businesses are suddenly turning up “behind the counter” instead. While it is unfortunate that this may mean that someone has lost their job, it holds great promise for an overall improvement in the quality of customer service.
The attention that an owner can give to a customer is seldom matched by most employees and having an owner meeting the public face-to-face can provide a great training opportunity. “Do as I do” rather than “do as i say”.
While no one feels good about an economy in tumult, if we come out on the other side of the current crisis with a new emphasis on customer service, then there will be some small good that comes from this.
Wondering how this works in real life? Give us a call. Chances are good that I’ll be the one who answers the phone!
GoodBuyGuys.com is your online source for Shurtape gaffers tape, Duracell Procell batteries, MagLite flashlights, Nashua duct tape, Bay State wire ties, Electratrac and Coast Wire extension cords , OnStage Stand mic stands and “value added” customer service.
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