What Ever Happened to Customer Service?

I was recently in a fast-food restaurant ordering lunch when I witnessed the two employees at the registers complaining to each other about a fellow worker; it might have been their manager. As I stood there, the person waiting on me barely made eye contact with me. She quickly type a few things into their system, told me the price and turned right back to the other employee and got back into their negative conversation. I have been witness to this situation in multiple venues in the past few years. I am assuming you have too.

A few days ago when I was listening to the radio and the announcer made a statement about the general poor customer service in stores today. He then made a statement that is still echoing in my ears. He said, “How is it that most of the time when I am trying to buy something I feel like I am an interruption in the clerk’s day”. That statement is so true. Many times I feel like a bother, not someone of value.

Yesterday I went to a nice restaurant for lunch with my wife. My wife was delayed a minute as they were ready to seat us. The woman that was taking us to our seats started talking to me while waiting for my wife. Believe it or not, she started complaining about the way her management allows them to take breaks. Seriously? Is that the type of conversation an employee should have with a customer? What are these people thinking?

Being someone who grew up in the 50’s and 60’s, I recognize things are at a faster pace now then when I was young, but shouldn’t a customer still feel important when they are dealing with a person in a customer service position? What have we done as a society that makes employees be so removed from the concept of serving the public?

As a manager for 40+ years I am convinced that management gets the type of employees they create. If good customer service is expected, if employees are coached in proper service etiquette and are held accountable for their actions; the results will be a pleasant experience for the customers. If managers care about and build into their employees, their employees will respond in a positive manner.

If the employee feels disconnected from the business process they will not react in a customer friendly manner. If their goal is to get to the end of their shift, not serve customers, it will come through in their actions as I have witnessed in the examples above.

We seriously need managers that understand and promote the importance of serving the needs of the customer; helping the customer feel important, not feeling like they are an interruption in the employee’s day.