No More Nice Customers
If we don’t take care of our customers, someone else will.
Memo: To All Service Providers
From: A Nice Customer
I’m a nice customer. You all know me. I’m the one who never complains, no matter what kind of service I get.
I’ll go into a restaurant and sit quietly while the waiters and waitresses gossip and no one ever comes over to ask if my order has been taken. Sometimes a customer who comes in after me, gets their order first, but I don’t complain, I just sit quietly and wait.
And when I go to a store to buy something, I never throw my weight around. I try to be thoughtful of other people. If a snooty salesperson seems upset because I can’t seem to make up my mind, I don’t get upset. I don’t believe in being rude.
I never kick. I never nag. I never complain. I never criticize. I wouldn’t dream of making a scene, I think that’s uncalled for. Not only am I a nice customer — I’ll tell you who else I am — I am also the customer who never comes back.
What kind of customer are you? Are you a “nice customer?” Do you keep quiet and take your business elsewhere? Or do you complain, sometimes loudly? At least when a customer complains, they are giving you a chance to save their business. A nice customer just leaves; they are the dangerous ones.
What do you use to find out how your customers feel: the Internet, in-waiting room requests, tablets, phones, etc.? When you do get upset customers here are some phrases to avoid.
“You don’t seem to understand.”
“You must be confused.”
“You have to…”
“It’s not our policy.”
A young person was overheard on their cell phone having the following conversation. “Hello, is this the Smith residence? I would like to apply to be your gardener. Oh, you already have one? Does your gardener do a good job? Are you perfectly satisfied with their work? Is their any work you would like done that is being ignored? I see. I’m glad you are satisfied; thank you anyway.” The confused parent asked, “Aren’t you already the Smith’s gardener?” The cagey gardener replied, “Yes, but I wanted to see how I am doing.”
Finally, I just wanted to say goodbye to an old friend, Glenn Morris. Glenn passed away in June, and I just heard about it. Glenn and I went back 25 years; I still remember his big smile. He was in the perfect business, serving others. He gave to his community, his employees, his customers, of course, and you. He served on the boards of CASI and AOCA, trying to elevate our industry and protect all of us who make our living here. I’ll miss you Glenn.