Quote of the week:
- "Business must be run at a profit, else it will die. But when anyone tries to run a business solely for profit…then also the business must die, for it no longer has a reason for existence" - Henry Ford
Recommended book of the week:
- Business As Unusual - Anita Roddick.
- Published by Harper Collins
Website link of the week
- www.HospitalityDoctor.com
Max Hitchin's regular dose of Hospitality Industry Secrets, Tips, Tonics, Remedies, Scams & Medicine.
This week's customer service "Touchstone".
Pens, and other things, that work.
You know the scenario. You lay out your banking deposits, ready to fill out the forms, reach for the pen on the chain, apply pen to paper, and nothing happens. Evidenced by the many pieces of scrunched up paper littering the bench-space, the pen has obviously been out of action for some time.
There are two reasons for this situation. The first is that customers have not reported the delinquent pen to staff. I am a very strong advocate for informing businesses of products and services that are either not working or are sub-standard. Yes I know what you're thinking, businesses shouldn't have to be told, but you automatically give away your whinging rights if you don't bring a faulty product or service to the notice of someone who can do something about it.
The second reason why the pen is not working is that the business (financial institutions in my experience are the worst offenders) do not have a simple procedure where pens are checked at regular intervals during the day. A simple solution is to have a replacement pen available. An even better idea is to have a supply of pens. But won't customers take them? A few will, but most won't. Anyway, what's more important? To lose a few cheap pens, with you company's logo on it, or run the risk of losing a customer who becomes so sick of the business' lack of attention to detail, that they take their custom elsewhere.
In addition to pens that don't work, the same principle applies to all other amenities, facilities and devices that customers use when doing business with you. One of my pet hates is the shopping trolley with an out-of-round wheel. Shopping trolleys get a lot of use during the day, so they need to be checked, at least daily, to ensure they remain in top working order.
The same applies to vending machines to ensure they are fully stocked. Towel dispensers, either in the customer restroom or on the service station forecourt. Salt and pepper shakers at restaurants. I was at a book signing breakfast yesterday at a five-star hotel where a person sitting at my table had to ask for a replacement salt shaker as the one on our table was empty. Simply unacceptable. Even doorbells need to checked so as to avoid aggravating customers.
Like it or not, we live in the age of the 'never satisfied customer' whose expectations are rising on a daily basis. They will not accept poor or mediocre service, and nor should they. They will not put up with businesses that fail to do the little things correctly.
Do you and your customers a favour. Do whatever it takes to ensure that EVERY time a customer comes to do business with you, that the pen, or whatever your equivalent is, WORKS!
