Customer Service: Is It A Thing of the Past?

Have you noticed lately that very few people give good customer service?   And, rarely do you receive excellent customer service anymore. 

In the month of April, I can honestly say I received the worst possible customer service in a thirty day span than I can ever recall.  From my financial institution to my shoe store to my auto repair shop  - customer service sucked!

You would think in this time of a slowing economy that retail outlets and service providers would be on high alert for excellence in service. Why?  Because every dime that people spend today must be measured in importance.  People have an array of choices of where they can spend that precious, calculated money.  And, if people do not get excellent customer service, they will go somewhere until they find it! 

I am appalled at the number of times I go into businesses now and no one speaks! 

Whatever happened to Southern Hospitality?

I am amazed that employers allow employees to be on Facebook during working hours.  Whatever happened to Focusing On the Customer?

I am annoyed that workers show no concern for the customer and their needs.

Whatever happened to May I Help You?

 

You know what I perceive?  *Danger Will Robinson! Companies, listen up, we will stop buying and dealing with you if you don’t turn your efforts into putting the customer first.  After all, we do pay your salary and we can stop paying it too!

 

* This is a catch phrase from the 1960’s television show, Lost in Space. The robot said this phrase when he tried to alert everyone of a dangerous situation.  To me, lack of excellent customer service is a dangerous situation!

Memorial Day

This weekend we celebrate Memorial Day where we are to honor the men and women who have given their lives while serving in the military.  This tradition started just after the Civil War. 

Most Americans think of it as a time to mark the beginning of summer, parades and family gatherings.  But it’s a time to pause and reflect on these veterans’ lives who fought for our freedoms we enjoy in the USA.

In 1968, my Memorial Day was shattered when I received word that a friend of mine had died in Vietnam.  I was 16 years old.  I had just received a letter from Harry Pickard early that morning in which Harry encouraged me to strive to do my best in school and to be very careful while I was driving.  He thanked me for the care package that I sent him the month before.  Harry was looking forward to coming home.

That day at noon, I learned Harry was not going to make it back.  I was devastated as he was the first person who I had known to die. 

The funeral was an amazing celebration of his shorten life.  The soldiers who honored him with the military funeral were perfection.  The day, though sad, made an indelible print on my heart and mind.  I never take my freedom for granted.  I never forget the ones who are sacrificing for me every day in dangerous foreign lands.

In 1982, I came full circle in filling up the hole Harry Pickard’s death left in my heart.  I visited his name on the Vietnam Memorial Wall.  I cried.  I took pictures.  I rubbed his name.  I finally said goodbye.

There Is Someone Who Shows Excellent Customer Service

I am delighted to recognize Emily Caudill, Member Service Representative, at the State Employees Credit Union on Silas Creek Road in Winston Salem, NC.  She is terrific!

Five years ago, I was Emily’s first customer.  As you can imagine, she was nervous.  She just wanted to do it right.  She wanted to make a good impression.  She double checked everything before it was approved by her trainer.  I could tell from her actions that Emily Caudill cared and I liked that immediately.

Of course, I was patient with her and made her feel at ease.  I have had new jobs and new responsibilities and I know the pressure of starting new.  So I just sat back and let her take her time as she trained. I could tell from her heart that Emily Caudill cared and I liked her immediately.

I am just as loyal to Emily as she is to me.  She just has the knack for making the customer feel important!  You’re never a bother - no matter how large or how small your request.  She’s always just focusing on YOU and only you.  She has a great sense of humor and you always feel better just being in her presence.

Here’s to Emily Caudill, Member Service Rep, extraordinaire!

North Carolina in May

Here’s this month featured photos of more beautiful sights in North Carolina.  These were recently taken at Wrightsville Beach.  Gorgeous!

What Is Good Customer Service?

I conduct Customer Service training.  It’s in my blood and I am acutely aware of Customer Service probably more than the average consumer.  I often watch employees as they serve or wait on customers.  Are they really connected to the people who pay their salaries?

Here’s three tips I believe would change American’s buying habits, if employees would:

1.  Have excellent eye contact

That’s right, look us in the eye when you wait on us. Show us that you are paying attention and you are focused on us – whether it be for a few seconds or several minutes.

2. Have a personality

Try it!  You know, talk to us, show us you know how to carry on a conversation, and ask questions to show us you care about meeting our specific needs.

3. Have a heart

This one is so easy.  If you know that the customer’s request is not the “norm” but you also know their request is not ridiculous, work with us!  Customers by and large are not there to make your life miserable.  We just want to feel important!

If you feel your staff could use a refresher course on excellent customer service, I would love to conduct a Customer Service for your organization.  Contact me at Laura@LauraHamilton.com

NC Tornado Relief

IMMEDIATE OPPORTUNITY TO HELP TORNADO VICTIMS

If you would like to help clean up and provide relief to those in North Carolina affected by the April 16th tornadoes, Samaritan’s Purse has graciously taken on coordination of efforts there.

Samaritan's Purse also is reaching more storm victims in Alabama for the tornadoes that hit April 27^th.    www.samaritanspurse.org 

A Tribute to My Mom

This is my favorite photo of my mom in her twenties.  Look at the total joy on that pretty face. That smile could light Broadway.  My mom was a stable force in my life and today I want to pay tribute to her memory.

Marion Hicks was a classy woman.  Her high school class had to list one word that described each senior.  The word they chose for her – serene.  She always looked beautiful with her classic style of dress and every hair in place – no matter if it was at a gala event or hanging clothes in the back yard.  She strived to every thing as near perfectly as possible.  Everyone looked up to my mom.  Men straightened up and cleaned up their language when she walked into a room.  She got respect from everyone although she never demanded it.  She was the best role model for being a woman any one could ask for in life.

My mom died when I was 32 years old.  I always miss her as the loneliness of losing a mom early in life never really fades.  Although she is a hard act to follow, I find myself wanting to be more like her every day.  If  I only could.

Thanks, Mom for all your love and devotion!

Nurses Rock!

Tomorrow is National Nurses Day.  Talk about a group who deserves to be honored at least one day a year!  They are the spirit of the healthcare team, they are the rock of all decisions, they are the shelter for all who come to them, they are the humor in tense situations, they are the protectors of the most needy, they are the ones who make docs look really good!  I admire and sit in awe of their talents and dedication. 

I found this You Tube Celebrating Nurses video from 2008 that I think says it all about nurses.

Click Here

 

Here’s a big salute to Nurses everywhere!

Salute to Your Brothers and Sisters

Today is Brothers and Sisters Day, a day to cherish your siblings. Sure, there are times when you love your brothers and sisters. And, there are times when you act like you don’t know them! All in all, having a brothers and sisters is invaluable. The older you get, the more you learn to appreciate them.

In reading about this holiday, they encouraged people to: 

1) Reach out by touching them in some way: Ya know, I was the baby of the family with two older brothers.  They were mischievous and typical boys.  I got enough touching, uh beating on, picking on, and harassing when I was little.   Seems the baby’s lot in life is to serve as a human punching bag!

 2) Send a card or place a phone call is appropriate for those who are separated by too many miles:  My brothers and I have always been separated by miles.  Since we grew up with parents who made it apparent that we were on your own at 18, we rarely lived close to each other as our careers took us to place all over the US.  But we would always get back together for holidays.  It was so much fun.  And, isn’t it weird how we go right back into our birth order behavior when we get back together?  I am still the baby – at 58 years old!

 3)  A visit, or sharing a meal together, is a great way to enjoy this special day:  We do get to see each other more often than in previous years as we all live in NC now.  We will meet and giggle and make fun of each other just like we have for all these years. Some things never change.

A big salute to Brothers and Sisters everywhere.  Enjoy them!