I went to pick up some furniture last week that I ordered from a local furniture store. I was instructed on where to pick up my items by my sales representative a couple days prior. I got to the location and there was a loading area, and someone from the company loading items into another person's vehicle. He did not acknowledge me, so I went inside the door of the loading area and read the sign with instructions (if you can call them that). No one was at the desk inside the door, so I waited. I was on my lunch break, so I was feeling anxious and hurried to get my items and get back to work. Finally, the loading person that had already passed me 4 or 5 times glanced at my receipt without a word and disappeared into the storage room. It was then that I realized that I was finally being "assisted".
Good manners are very important in an industry where you are servicing customers. Sometimes, employees need a reminder of what constitutes good manners and customer service. This blog article reminded me of the basics of good etiquette as it relates to business. Here are some things that you should be monitoring.
- Are your employees dressed appropriately for their position?
- Do they communicate without shouting, swearing or using slang?
- Are your customers greeted graciously either in person or over the phone? Customers should always be greeted with a smile, even if they are on the phone.
- Are your employees able to handle issues and come up with a resolution? This means listening to the issue, paraphrasing the situation back to the customer, identifying the resolution and communicating that back to the customer?
- Are your customers thanked for their business? Customers should be thanked in person, or in a handwritten note where appropriate.
Making the effort to provide excellent customer service can be the difference between the customer coming back to you for business, or going to your competitor.
If the loading person had said to me when I got there, "I'll be right with you", I would have felt less anxious while waiting and that my business was of importance to them.