Automation or Perish?

Just another day in the land of automation... Have you seen the movie Idiocracy? Some days I really feel we are heading there. When needing something done quickly and professionally we usually go to a business that is familiar to us, a business which has already proven their ability to serve our needs. However, when we return and do not receive the same quality of service, or results, you'll be likely to look elsewhere to fulfill your needs next time. I was recently with my client running errands when we stopped into Office Depot to take care of a few printing needs. When we entered the store, we were not greeted but casually looked over by the single cashier up front. Not necessarily a problem but when we walked to the printing counter there was no one available. By this time the only cashier, was so busy gabbing with an associate she had already forgotten about us. So, we had to walk across the store, flag her down so she could page someone just to wait five more minutes until someone decides to grace us with their appearance. "This is weird they never treat me this way", my client said. Okay, now we have an associate! However, this associate only spoke Office Depot lingo and was confused by our English speaking demands. She replied with precise automated responses' that sounded like something recited off of an employee handbook. It's frustrating enough when you have to call an automated service, now I have an actual person in front of me who communicates the same way! After 15 minutes with no order placed and no copies made we were getting restless... What was really happening at that particular moment, was that Office Depot was understaffed and down on a color printer. If someone had just stated this from the beginning we would have understood and waited patiently and most likely have left with some other purchased items. Instead we felt like Office Depot has better things to do than help us purchase their services. Don't you hate when you feel like you're inconveniencing them? A few key things to evaluate when you're not getting the response from clients you feel you deserve. These organized tips will not only eliminate the so called "competition". They will increase your demand simply by communicating your true passion for the people you serve. 1.  Appreciate your clients. Say "thank you" 2.  Make every client very happy, every day. 3.  Service marketing is like high school, popularity and personality are key. 4.  The best thing you can do for your client is eliminate her fear. 5.  Tell the truth, even if it hurts, it will help. Women especially can relate to great customer service. More chances than not if the associate says, "Miss. I'm so sorry but it's not ready yet, I know this is the date and time that was promised to you and I'm taking care of this right now. I should be ready in 15 minutes." Chances are you would feel that the associated really went out of her way to make this happen for you and you would take that extra 15 minutes to shop around the store leaving with a few unplanned purchases. Great customer service not only satisfied the customer's request, it increased her sale! 2009-09-30T18:35:06Z