Customer care

[ladyofastolat]

This morning, I was at a meeting in Southampton. After it had finished, I popped into the food court of the big shopping centre to grab some lunch. I went to a sandwich place, where I was confronted with a long counter, with a member of staff at each end, each with a small queue of customers. Being a law-abiding person, I looked round for any clues as to which end I was supposed to queue at. When I saw none, I chose one end at random. I queued, got to the front, said what I wanted, paid for it, and moved to one side to wait for it to come.

I waited, and waited, and waited. Eventually, the chap said something to me, but he had such a strong foreign accent I couldn't tell what he was saying. I asked him to repeat it, but I still couldn't tell what he was saying. Embarrassed, I asked again... and finally worked out he was asking me if I'd ordered at the other end. Puzzled, I said that no, I'd ordered from him. He sighed, and told me that I should have ordered at the other end, then come and paid him. He sent me to the other end to order, then told me to come back. "Next time order at the other end," he told me sternly. "Next time?" I thought. "You can bet there won't be a next time."


A few years ago, I popped into a local greengrocers' for the first time. It had two doors, neither of which was labelled with an "in" or and "out", so I went into the nearest. "This is the exit," a staff member snapped at me. "Go out and use the other door." I did so, and went into the shop, where I bought the single orange that was all I wanted. I counted out the exact money, and went to pay. There were 3 checkouts, each with one customer at them. I chose one at random, and queued. The staff member saw me arrive, I'm sure, but said nothing. When the person in front of me had gone, the staff member said, "You're supposed to queue back there," pointing to a long single queue that had since built up. Apparently, you were supposed to queue in one long line, for all three tills. Okay, fair enough, but where was the notice telling me this? Although I had the exact money for my orange, and could have paid for it and gone in the time it took her to tell me off, she insisted that I went to the back of the queue and queued properly before I was served.

The result of both? The customer, who has failed to know some unwritten rule, is made to feel stupid. Apparently people are 16 times as likely to tell others about bad service then about good service. I must have told over a hundred people about the orange incident, since I used it as an example of bad service in a training course I was running.

I feel very strongly about customer service. I think it is unforgiveable to be working in a place that serves the public, but greet them with a glum face, or to serve them while chatting over their head to your friend.* Every work place has all sorts of little rules and bits of jargon, but the new user doesn't know them. Notices should tell the public what they need to know, and be written in the language they understand. When people go into a shop they've never been to before, they're outside their comfort zone. It is so easy to scare them away for ever. Shops, libraries etc. are not private clubs, just for the people who know the rules. They have to welcome everyone - and they have to be aware that the first time user is often nervous, and that a single bad experience can put someone off for life.

(* Yes, I know that some members of the public are selfish and rude and horrible... but most aren't. And even the rude ones should be served politely.)

It is especially a problem in libraries. Libraries are full of strange bits of jargon ("issues" and "returns", for one, which tend to appear on most library counters.) Many people have terrible preconceptions about libraries as scary places, not for them. It is so easy to scare people away for ever. So why, then, do some many library services let their staff get away with awful customer service? Why do so many shops let their employees get away with this?

Examples I have seen:

1. Customer comes into library with son, and they wander around looking anxious and lost. "No," says customer in the end, in a very audible tone, "there isn't anything on Romans. Let's go." They walk out, whereupon one staff member turns to another and laughs, rolling their eyes about the stupid member of public who doesn't even know how to use the subject index. So why on earth didn't they go and tell them? Why on earth didn't they wander up, smiling, and say, "Can I help you?" or "Are you looking for Romans? Come with me. I'll show you where they are." We aren't playing a game of one-upmanship with the customers. If we make them feel stupid, we haven't won a victory. We've just lost ourselves a customer.

2. Member of staff, just before library opens: "Oh no! I forgot to get the papers!" Library opens. Member of public, apologetically, a minute or two later: "I can't seem to find the papers." Member of staff, not making eye contact or smiling, snaps, "That's because I haven't got them yet." Member of public: "Sorry." Member of public feels bad. Member of public leaves. Member of staff should have smiled, and said, "I'm really sorry! I forgot to pick them up, but the shop is just around the corner. I'll be back with them in two minutes", and then, returning with them, should have sought the customer out and made sure he got the paper he was looking for.

Well... Anyway... I can rant about this for a very long time, but I suppose I ought to save it for the next staff training day, since it's more appropriate there, than here.

Comments

[evilmissbecky.livejournal.com]

I agree with pretty much all of this -- having just last night experienced extremely bad customer service with the new bank that has my car loan. I wrote them a very angry e-mail. I don't expect to get response, but it made me feel better just to write it.

The only thing I would point out is that this? I think it is unforgiveable to be working in a place that serves the public, but greet them with a glum face

...is not always possible. People in customer service have bad days, too. In fact, I would argue they have even more bad days than most other people, just because of the nature of their jobs. All those years I worked in retail, some days it was just downright impossible to smile brightly and pretend like that particular customer was the highlight of my day. So I would never say that I expect a customer service person to always be bright and cheerful. The most I would expect of them is to greet me warmly and give the appearance of being open to questions and available to help me.

And then if I say no, I'm just looking, I expect them to bugger off and leave me alone. ;-)

[ladyofastolat.livejournal.com]

I think we're saying the same thing, really. When you say that people can't always manage to look cheerful, but they should at least greet the person warmly... That, really, is all I'm saying. (I am English, remember! Our "warm friendliness" would probably seem like cold reserve to you Americans... And I'm not entirely joking, having read my "Watching the English.") I never expect staff to look at me as if I'm the highlight of their day - I'd feel patronised if they did - but I don't want rudeness, or a total lack of human interaction, which is what I too-often get.

Over here we think of the approach that comes up with a huge smile, and an "Hi, can I help you!" and a "Have a nice day!" as being "American." (A lot of things get called "American" - often disapprovingly - and probably with no justification at all.) I don't even go into shops when someone is lurking at the door to greet me, and I get pounced on by falsely-smiling people, asking if they can help me. I think staff should be adept at reading body language, and go and offer help to those people who are clearly a bit lost and in need of it, but leave well alone those who obviously are doing fine by themselves.

[evilmissbecky.livejournal.com]

I never expect staff to look at me as if I'm the highlight of their day - I'd feel patronised if they did

Same here. You can tell when someone is faking, and when they genuinely mean a smile or a greeting.

Over here we think of the approach that comes up with a huge smile, and an "Hi, can I help you!" and a "Have a nice day!" as being "American."

I suppose it is...although I must say that baffles me utterly. I know what you're saying, but since I have never known anything else, it seems odd to label something that way. Everywhere you go, that's just how salespeople and customer service folks greet you. But it's like everything, isn't it? It's all in what you're used to.

I don't even go into shops when someone is lurking at the door to greet me, and I get pounced on by falsely-smiling people, asking if they can help me.

Absolutely! The worst are those shops where the salespeople are paid on commission. You can practically see them circling the customers like sharks trying to scent blood in the water. I hate that. I hate feeling pressured when I'm in a store. That's one of the reasons I love Best Buy so much, that big electronics/DVD store I took you and king_pellinorAnd, hey, isn't this a peculiarly British expression?

Why yes, yes it is. :-D

[ladyofastolat.livejournal.com]

I think there is a different in English friendliness, and American friendliness, in shops. According to "Watching the English," a lot of American visitors to England find the English people they meet very cold, and find their reserve almost rude. ("I try to make conversation but they just give me the cold shoulder") At the same time, a lot of English people on holiday in America think that Americans are rude by being far more ready to talk about personal things with strangers. ("I've only just met him, and he's already telling me all about his messy divorce and asking me how much I earn!")

We are also quite a cynical bunch, too, so when we hear a bright "Have a nice day!" we tend to think, "Hmph! They don't mean it." If shop assistants start chatting to us about our holidays or our hair, or whatever, we might think, "How pushy! How rude!" (Hairdresser conversations are notorious for making people feel uncomfortable) So we expect a smile and politeness, but nothing more. When we get that more, we think it's superficial, false... or downright presumptious.

At least, that's my take on it, having read "Watching the English"

[evilmissbecky.livejournal.com]

I'm trying to remember now if I ever felt that way when I've come to visit you, and I truly can't remember. But then, I don't think I ever really had to ask anyone for help in a shop. So it may simply be that the occasion never came up.

We are also quite a cynical bunch, too, so when we hear a bright "Have a nice day!" we tend to think, "Hmph! They don't mean it."

But...but...we mean it! Sooth!

But isn't it fascinating how little things like that, that we all take for granted, can be so different everywhere? There's someone on my f-list from New Zealand, and I have a sudden urge to ask him about shops and customer service personnel, and how things are perceived down there.

[ladyofastolat.livejournal.com]

It is very fascinating. I'd recommend "Watching the English" to non-English people, too, as an insight into how differently different nationalities do... well, pretty much everything. There are several Amazon reviews written by non-English people who have lived here for a few years, and are saying, "Wow! At least it all makes sense!" They'd struggled for years to make friends, or to speak to people without unwittingly giving offense, and until they read the book didn't understand what they were doing wrong.

(Which does make us sound like a real, forbidding bunch of psychos, doesn't it?)

[bunn.livejournal.com]

I don't mind people talking to me in shops, as long as they don't do it Americanly or in a false, hairdresserly manner, and can take a hint if I can't think of anything to say back.

Most of the people in my usual shops talk to me, and in fact I had a nice chat in the Co-op this evening about the evils of the card-scanning device, the co-op checkout lady's dog, my dog, and Christmas hats.

Our postoffice, which is THE BEST in the whole world, is very chatty.

Thinking on this, I would say it is polite and pleasant to chat in an English shop as long as you do so on topics that are not personal (so not hair, not holidays, you may discuss the items being purchased as long as they are generic. Under no circumstances discuss any sanitary product).

Ideally, the conversation will be initiated by the customer. I would say this was an extension of the whole 'customer-led' concept.

[(Anonymous)]

Yes, this is all v true. A few low-key remarks over the check-out are very pleasant; I quite often have that in Tesco ("Oooh, these are nice aren't they?" or something like that:). I remember the first time I encountered the "American" variety of service -- it was my first ever trip to the US, on a conference; I'd wandered into a shop, and someone hailed me with "Hi! How are you?" I honestly thought it must be someone who knew me because that is just NOT how a stranger greets you in the UK -- I was frantically thinking who on earth it could be and where they knew me from, until she said "Can I help you there, or are you just looking?" and I finally realised she was a shop assistant! - Neuromancer

[yellowrocket.livejournal.com]

Living in rural Wales, I find that if you start a conversation in a shop, everyone in the shop joins in! You are also welcome to gatecrash other people's conversations in this way. Takes a bit of getting used to but it's actually quite nice :-)

Mind you, I do live in the place where no-one bats an eyelid at someone doing their Tesco shopping wearing only bermuda shorts and immense wellies, so...

[ladyofastolat.livejournal.com]

I think the rules are different in small rural communities. When the shop-keeper really does know all his or her customers, then it turns into acceptable friendly chat that helps bond the community together.

[ladyofastolat.livejournal.com]

I do think the rules are different in smaller communities. A small local Post Office is allowed to be chatty, since it's a vital community service, and the people in it probably know everyone in the village. Even in larger towns, customers can become regulars, in which case a different level of conversation is allowed - assuming that it's a small enough shop that the same person, or few people, are serving them all the time. If you're a regular in a large supermarket, you probably see a different person each time, in which case personal conversation is not allowed.

I'm not sure if it's allowed to discuss the things that are being bought. This implies that the check-out person is being a bit nosy, and is making a judgement about you and your lifestyle on the basis on what you're buying - whether it's luxury stuff, or value; whether you're obviously trying to diet (and maybe look as if you need it); whether you're always buying far more booze that you ought to.

In libraries, we're more and more encouraged to say things like, "Oh! I see you're borrowing X! Why don't you borrow Y as well. It's the same sort of thing, but I think it's even better." (This is engaging with customers, "reader development", and issue figure boosting, all in one.) I think the customer is more likely to think, "How nosy!" I think they expect library staff to be blind to the book titles - especially if they're borrowing a book like "How to divorce your useless husband", or "Living with your really embarrassing ailment".

[bunn.livejournal.com]

They are, but I would argue that smaller communities are more truly English than cities. Cities could be any damn place, most of 'em.

[ladyofastolat.livejournal.com]

I expect them to bugger off and leave me alone

And, hey, isn't this a peculiarly British expression?

[intertext.livejournal.com]

I'm with you on all the above comments. I have to say that, though it may be insincere, I appreciate American service in shops and restaurants. Canadians seem to have inherited the worst of both UK and US habits: sharks with big teeth trying to sell you useless warranties and accessories in the big electronic chain stores, but snooty "we don't sell to your sort here" types in expensive boutiques. The funniest Canadian phenomenon is the Canadian Walmart greeter - the role is there without the smarmy greeting. ie in Canadian stores there's a greeter, but he or she is usually standing about looking rather lost and usually doesn't "greet" because it's well known that Canadians hate the greeters!

PS I have a copy of Watching the English on my "to read" shelf; I have a two-way perspective on this, having grown up in an ex-patriot Brit family living in Canada.

[ladyofastolat.livejournal.com]

What about Canadian customers? Have they also inherited the worst of both worlds? English customers are really, really awful, I think. We don't say what we want. We ask for things sheepishly and apologetically. We cannot complain properly. We either put up with awful service, or we finally snap and complain angrily.

Talking about "to read" lists... I've not said anything about the Lymond Chronicles lately, but I'm still reading them, and still adoring them. I'm deliberately making each book last as long as possible, to prolong the pleasure, so I've only just started book 5. I don't want to talk about them until I've finished all 6, but this series is already up there with George RR Martin in my pantheon of favourite books. I'm so glad you recommended them!

[intertext.livejournal.com]

I think Canadian customers are among the better behaved ones - very polite and not given to blasting unless very aggrieved. When I worked in a shop as a student, I always knew the American tourists because they used to say "I want that" instead of "I'd like that" or "please could I have that" and always expected you to have things they could get at home and always wanted to pay with US currency despite this, um, being a different country.

So glad you are enjoying the Lymonds! They are rather wonderful. You're inspiring me; I may reread them all once I've cleared my library request list (which has the new Stephen Brust and the new Lois McMaster Bujold coming up)