Where have you gone?

27Jun07

Is it just me, or has great customer service really seemed to have dropped off the face of the earth? Don’t get me wrong, there are definitely moments of good customer service, but the days where the workers in the store or restaurant, know your name and what your going to order before you do, are over. Our fast paced, independent, get it and go culture has all but put to death the personal touch businesses extend to their customer’s. I can’t blame them at all, because more, bigger, better and faster = $, and who cares about making anybody feel good as long as you can “show me the money.” There is a coffee shop I tend to frequent, that has undergone some drastic turnover in the last several weeks. As a result I no longer walk into the store with 4 smiling employees who have taken the time to get to know my name, what I like to eat and actually seem to care. I so enjoyed eating there because the people set it apart. The workers made special accommodation’s for me even when I didn’t ask for it, and they went out of their way to help me. Now, the new employees simply want to take my order as fast as possible, get me out of the way and to me seat to go on to the next. Again I understand this mode of business, but I so enjoyed the days of Cheers where “everybody knows your name.” I also realize that not everybody has the persona to extend great service, but then they shouldn’t be the one at the cash register. If you hate people, do something in the background. Now if someone is willing to learn and grow and wants to get better, then by all means throw them out front to learn, fail and grow. But if an employee despises the fact that they have to help someone, then by all means please don’t put them in a position as a greeter or something of the like. I understand, I just like it the way it was.

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