3 Ways We Can Contribute to Normalizing Great Service, as a Customer

Sometimes, employees only focus on what the company has done for them, without taking a moment to reflect on what they have done for the company. This reactive perspective is very restrictive, moving further away from the employee-employer partnership we dream of.

In the same reactive way, as customers (You and I) mostly expect businesses to continuously enhance their service to delight us, minimizing our contribution, I dare say even responsibility, towards this change.

Here are 3 ways to proactively contribute to improving the quality of service in our community, from our daily role as a customer.

1. Don't settle for rude and mediocre interactions!
   

I am the first one guilty of this! 

When overly frustrated by a poor interaction I just leave.

Once, I asked the cashier at the pharmacy to scan my loyalty card, and she said

-"No, I don't know what's the deal with this!" (in Ro: "Nu stiu care-i faza cu astea!"). 

So, I left. 

Two weeks later we had the exact, same, identical conversation. And I left again. 

Who is at fault here?

But I did commit to doing better. 

Without turning into a professional complainer, summoning all the respect and empathy for the situation, and choosing the right words and tones, we need to address the poor quality service we receive (resisting the social pressure and shame of creating a scene, being judged or blamed that we are holding the line). 

- "Please, could you ask someone who knows how to scan the loyalty card to help me with this?!" and further resist the eye-rolling and the discontent reaction (until you are ready to, maybe, address those too!).

2. Offer Specific Feedback

This is such a great contribution we can make: letting our feelings cool off and offering specific feedback.

It's difficult to do this live, but not impossible.

"After waiting in line for a coffee, without any acknowledgment, with a small, fidgety baby, for 8 minutes, and when my turn finally arrived you served the customer behind me, I felt disrespected (and desperate) because I did my part of waiting patiently but you ignored me completely. So, the least you can do now is apologize and offer a prompt service." 

You can put your feedback into a review, email, or questionnaire, but the most difficult part is actually doing it, and being specific: 

• focus on the actions, not the person ("You are being rude!" vs "Ignoring me after I waited in line felt very rude!"); 

• list the facts that you considered as being poor or rude;

• explain clearly what you expected.

If addressed face to face:

• make sure you use a soft tone, you want to send the message across not have a public presentation;

• remain respectful and understanding, but don't minimize the impact;

• when possible, without sounding like scolding, educate by explaining the effects of a different approach: "Instead of just saying NO, you could offer some options and suggestions, this would help both of us carry on with the interaction."

3. Appreciate Great Service when you see it!

I bought a pair of jeans at the mall, in a non-pretentious shop. 

When I went to pay, the cashier (a young gentleman), smiling, said:

-"Great choice of jeans, they are from our new collection!". 

-"Thank you", I mumbled while looking around suspiciously, expecting a hidden camera. 

-"Is it still raining outside?" he continued. 

-"No, it's stopped", I answered

-"Here is your purchase, thank you, and have a sunny day!" 

Then I asked: 

-"Did you work in 5*service before?" 

- "No, did it look like that?" he asked satisfied

-" Yes: complimenting the choice, making conversation, thanking the customer, smiling, extending a personalized goodbye! Great job! Thank you!"

Do you think that the cashier felt good about himself and repeated the service for another customer?

I am certain of that! 

It takes so little to show appreciation but it can go so far in terms of boosting confidence, encouragement, and satisfaction. Appreciate a great service when you see it, and you will increase the chances of making it a normality.

How are YOU contributing to a more joyful service business - customer ecosystem?