 Well
Then, Who Do You Do it For?
I
enjoy high-end music systems in my home and office.
One day I called the dealer to order extra CD cartridges,
wanting to pre-load them with different music. He was
out of stock, but said more were coming soon.
‘Great!’, I replied, ‘Could you give
me a call as soon as they come in?’
He was reluctant. ‘They’ll be coming in
a few weeks. Why don’t you call us back then?’
With my travel schedule, I imagined missing the next
shipment and asked again if he would call me. I reminded
him that I had purchased $7,000 of equipment from his
shop.
When I mentioned my address, he replied, ‘I remember
you. Well, as a personal favor, I’ll try to give
you a call, but we don’t usually do this for customers.’
I was stunned. If not for customers, who do they do
it for?
Key Learning Point
Quick
outbursts from employees often reveal the real mindset
lurking behind a surface smile. Have you ever heard someone
say: `We
can't do that for you. It's not our policy. I'd like
to help you,
but it's not my department. You have to speak to someone
else.'
Remember,
serving customers is why you go to work. If your customers
disappear, your positive future may vanish, too.
Action Steps
Listen for phrases
that reveal a mindset of `I just can't be bothered.' Identify
them, then eliminate them. When
you shop, keep your ears well tuned. If they don't truly
want to serve you well, take your precious business
somewhere else.
Next Article in Customer Service Mindset >>
Say the Magic Words
First Article in Customer Service Partners >>
Helping Others Succeed is Good Service
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