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“Don’t Fake Sincerity,” He Asked Sincerely

August 31st, 2010 Russel

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  • Scott

    Indeed, it is like “How are you today?” – if you don’t care, don’t ask! When I am chatting with customers, I try to take a genuine interest in their lives at that moment. This sometimes leads to mutual high-fiving or even hugs…

    :)

    Scott

  • http://katenasser.com Kate Nasser, The People-Skills Coach

    Hi Russel,
    Your short story very clearly illustrates insincerity and ALSO lack of service! You did not receive any customer service. It’s just that simple. You and the procedural robot completed a transaction. A self-checkout kiosk could have done the same thing for you.
    What continues to surprise me in this horrible economy is that with so many people out of work, employers have not replaced the types of employees you describe above with some who are capable of deliver great service.

    As some read this, they will comment about lack of training, lack of leadership commitment to customer service, and other constraints. There is truth in it. Yet a single act of sincere caring can trump all those constraints.

    Here are two posts to expand this:
    ——-
    ACE Every Customer Service Moment with 3 Three Steps

    Kindness Transcends Constraints
    ——-
    I like your post. It is a great reminder and call to action. I will RT it on Twitter.

    Best wishes,
    Kate Nasser (The People-Skills Coach)

  • Patrick Tussie

    Nice post, you have put into words what always crosses my mind at my local Fairway Market. Some cashiers do not acknowledge my presence until I’m picking up my bags and walking away. No greeting, no eye contact, swipe items through, “That will be $34.15″ I pick up my bags “Have a nice day!” Oh, so I do exist??

  • Russel

    Thanks for the comment Scott,
    As a business you should care about your customers. They have taken the time to check out your business and want to give their money to you. That’s a good reason for business to take an interest in them.

  • Russel

    Kate,
    Thanks for the blog share and your great comment.
    As much as we speak about empowering and improving customer service, it will never get very far without the right staff and the initiative to care. It’s as important to hire the right people as it is to have the right controls when their working.
    Loved your “procedural robot” remark. Very true but so very sad.

  • Russel

    For whatever reason, bad service staff don’t understand that you are the reason they have a job. Coming to your store + Spending my money = you getting a paycheque. We really should work on improving math skills in our schools.

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