How often do you complain about poor service? About
businesses that seem to specialize in gratuitous
irritants and mind-boggling ineptitude in the care
and feeding of worthy customers… like you! Such
commentary in our rude days is voluminous, constant,
and largely pointless. After all, what is to be done
with what is so obviously a general, universal melt-down
and daily deterioration in manners?
Plenty!
That’s why this important article is so important.
Constant complaining won’t do much. However, there
are things you can do every time you visit any business
that’ll ensure constant good service. Let’s dig in:
1) Smile.
Have you looked at the members of the human comedy
as we (for I include myself) go about the business of
living. Review the faces you see. How many exhibit
such off-putting expressions that would make Ebenezer Scrooge
seem like Rebecca of Sunnybrook Farm? Answer: a number
that seems to grow by the hour. Indeed, the “get lost;
leave me alone; don’t you dare speak to me” expressions
are so characteristic of our time that the Rolling Stones
hit “I can’t get no satisfaction” should become our
national anthem. That’s why we need to put “smile”
at the top of the list.
Smiling costs nothing and opens a world of
possibilities and easier-going relationships.
Thus, your goal is to proffer a smile whenever
possible… and, by smiling, motivate the people
around you to return the favor.
2) Always greet people, whenever possible
by name.
People like to be called by their names. This
being the case you have to wonder why more
people haven’t figured out that greeting a person
by their name not only is courteous; it’s a vital
way to ensure good service. So, how do you
get the name?
In many businesses personnel either wear
name tags… or else they often have a name
plaque (like banks). Make a point of looking
for the name… and then using it. “Good morning,
Betty. You look cheerful today!” In such a simple
beginning is a future replete with good natured
help and assistance from Betty; which is just what
you want.
3) Offer a cheerful remark.
If you want cheer from otherwise morose and
self-centered personnel, make it a point to break
the ice with a positive comment, like the one
above delivered to “Betty”: “You look cheerful today!”
Count on the fact that you will be one of the few
people in contact with this person today who will
be cheerful, upbeat, with a hail-fellow-well-met
attitude. Remember, the run of homo sapiens
will be scowling instead. Thus your remark
is guaranteed to stand out… and get the response
you want, namely regular good service from
someone positioned to assist you, if she would!
4) Look the person you are addressing in the
eye.
The general population moves listlessly through
life eyes cast resolutely down, making a point
to avoid eye or any other contact. This makes it
difficult to secure the best service possible; in
fact, it is a prescription for the exact opposite.
That’s why you must look your potentially helpful
but current unhelpful person in the eyes. Eye
contact is crucial in establishing long-term good
relations and the superior service you desire.
5) Has someone been helpful to you? Tell the
manager or responsible individual before you
leave.
Every day most employees manage to do a
reasonable job. If you want good service from
these people, tell their supervisor that they
were most helpful to you.
Now here’s the key point. Maybe these employees
have been particularly helpful… or perhaps they
are just a tad above horrible. If you want to make
a good impression and open a bridgehead to
better service in future, you will find something
to commend to the person in charge; you will
tell the employees you intend to put in a good
word for them…and you’ll put in that good word
before you leave the business.
Doing it now — and letting the employee know
you’ve done so — marks you as an action
oriented individual… and a person to be remembered
and treated with the kind of respect only a few
holy persons and an occasional monarch get.
A live commendation puts you in this select
society… and gets you the superior service
you desire.
6) Write a congratulatory note or send an email.
In a society as service-challenged as ours, there
ought to be a law ordering congratulatory comments
like those above. Sadly, there is not…which is why
so much good service never gets more than a thank-you
at best. But not from you…
Your job, if you are determined to secure better
service from the establishment and its employees,
entails getting the good employee’s name, the manager’s
name and mailing or email address. Then writing a
brisk, focused message lavishing compliments and
praise. In such messages there cannot be too many
compliments or excessive flattery. Use both… for
they are important in getting you the better service
you desire. Make sure such messages are sent
the very day of the good service. Delay diminishes
their value, which would never do.
So, who gets superior service… and why?
The bottom line: if you want a lifetime of superior
service… become a superior customer. Don’t
expect the people you deal with in business to
give you what you will not give them: good manners,
an ease of manner, not a jolting “I exist. Serve me”
attitude.
Thus, the key point of this article is not merely to
provide helpful hints that guarantee superior service,
but to make it abundantly clear that those who get
superior service are those who deserve it. And by
“deserve” I do not mean that they are big shots who
arrive in a chauffeur-driven limousine. Indeed, no.
People deserve better treatment because they give
better treatment. And that’s the way it should be!
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