Where is the love?
The post-Christmas sales can bring out the worst in some people. However, it's not the obvious that irks me most - the crowds, the race to find a car park, the checkout lines that snake up and down aisles - it's when you survive the mayhem and finally reach the checkout, only to be given the cold shoulder by an obnoxious sales assistant. It makes me wonder - what has happened to quality customer service?
Even outside of the silly season, it amazes me the way some organisations treat their customers. The horror stories are endless. In fairness, some problems are unavoidable, but a polite smile and genuine apology can go a long way.
As the saying goes, if you have a good experience, you might tell one or two friends, but have a bad one and you will tell ten more. Then there's Facebook and Twitter, adding a whole new dimension to spreading the word, where one spontaneous status update could turn hundreds off a particular brand.
The 'United Breaks Guitars' video clip posted on YouTube last July is a prime example of the impact social media can have when casting revenge. Currently sitting at more than 7 million views, the music video was created by then unknown US band Sons of Maxwell after United Airlines damaged one of its guitars on a flight. The band spent a year trying to win compensation from the airline, to no avail, but they certainly got their payback when United Airlines' share price reportedly dropped 10 per cent as a result of the clip, at a cost of $180 million to shareholders.
While not every bitter encounter with a sales assistant will result in such damage, now more than ever in the wake of the GFC and with customer complaints no longer confined to refund counters, it is paramount that all organisations encourage a culture of quality service. Rather than begrudge the crowds during the post-Christmas chaos, why not see the increased foot traffic as the perfect opportunity to reach thousands of customers and give them a shopping experience they can feel jolly about.
- Holly Kitson, Business Support Manager
The material on this web page comprises the personal views of the author and does not represent the view or opnion of communikate et al. communikate et al accepts no liability for the content of this web page.
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