Editorial: Do people still fit the equation?

Customer service appears to be declining in some larger businesses

There was a story recently about someone getting burned by a hot beverage at a well-known coffee shop (not in Sooke). What bothered the person involved was the fact that no one behind the counter came forward to help and they appeared not to know what to do.

This could be the fault of many things, but the first issue that comes to mind is the fact that no one was trained to deal with a first aid situation. They just stood there. The second is they didn’t seem to care. Are we losing our people skills? Are we so self-absorbed that people no longer fit into the equation? We’re luckier in Sooke because we do seem to care about customers.

This is common in many businesses. The staff is paid poorly and time is not spent on training in such things as basic customer service. It does not take money to tell staff to be friendly, attentive and there for the customer. The customer in front of you is more important than an in-coming phone call. They can call back, the waiting customer may decide to leave. Is the customer always right?   If you lose one customer due to in-attention, you will lose more – guaranteed.

Poorly paid staff are not really well trained in product knowledge either, they don’t really seem to care. And forget about after sale service, it’s non-existent. Some customers would rather pay a little more to get what they need down the street. Service does not end once the product leaves the store. The most successful businesses are ones that honour their guarantees without question. People will return to any business that treats them with respect and consideration. Those two things do not cost any money.

If service is unacceptable, it makes it so much easier for a customer to shop on-line where they don’t have to deal with a sales clerk or cashier talking on the phone or over-long to another customer, ignoring them or just not being helpful.

A simple “I’ll be with you in a moment” can do wonders when someone is waiting. In fact, what it does is acknowledge the customer, thereby making them feel like they are appreciated.

Respect, attention and consideration don’t affect the bottom line, but lack of those will.

 

Just Posted

Colwood applies for $325k to replace stairs in Latoria Creek Park

More than 200 residents sign petition to support grant application

Sooke takes a step toward Lot A plan

Final proposal anticipated for the end of February

Greater Victoria rugby players named to national Hall of Fame

Former Canada captains, Oak Bay’s Mark Wyatt and Victoria’s Hans De Goede to inducted this spring

What to know before you tow: Langford bylaw weighs in

Officials don’t recommend personal towing, like viral video viewed 42,000 times and counting

Victoria boxer gets second chance after provincials

Fighter looks to win ‘box-offs,’ take spot at nationals

Canada’s archive buys rare book that hints at Nazi plans for North America

The 1944 book may have served as a blueprint for a Nazi purge

UPDATE: Trees affecting travel at Comox Airport have been trimmed

Some YQQ flights have been rerouted or cancelled due to some trees impacting the safety margins

47 men arrested by Vancouver police for allegedly seeking sex with teenage girls

Seven of those arrested have been charged as part of a two-month operation

Speaker Darryl Plecas says ‘justice’ needed for legislature employees

Plecas spoke to media at the opening of a pedestrian and cycling bridge in Abbotsford Wednesday

Advocate hopes B.C. legislature scandal leads to more transparency

‘Depressing’ that it takes a scandal to inspire freedom of information reform, says Sara Neuert

‘Dr. Lipjob’ avoids jail, gets 30-day suspended sentence

She will have to serve the 30 days in prison if she commits a breach during her two-year’s probation

Ex-Mountie involved in Taser death at Vancouver airport sues government

Kwesi Millington claims he acted in accordance with RCMP training

LETTER: Seniors home care, day programs expanding, Adrian Dix says

B.C. health minister responds to latest Seniors Advocate report

B.C. woman wins Instagram celebrity’s boob job contest

‘Kirill was here’ held a contest for women to win a boob job and a trip to Miami

Most Read