I read with dawning horror this afternoon a post by an employee of an EzyDVD store in Labrador which consisted of a rant about customers not knowing the difference between a regular DVD and a Blu-Ray Disk. This truly underlines the appalling state of customer service in our retail industry and a personal attitude that has no business serving customers.
This individual states in their post:
For F**K sake, not only is the box they hired it out on plastered with ‘BLU-RAY’ stickers, or the case they got it from different then a normal dvd case, do we literally have to f**king spell it out for customers. Now I don’t know if this happens in other video stores, but it’s really getting on my nerves in Labrador.
If customers would literally take HALF A SECOND to look at the dvd they picked up, or the case they got the dvd from, then this problem would be solved. Maybe its a commentary on how lazy basic society is getting…..
Would you really want to deal with a sales assistant like this? Personally, if it hadn’t been for my previous career I wouldn’t have know the difference between a Blu-Ray disc and a DVD and would have thought the difference in casing some form of marketing gimmick. However, maybe I’m just lazy.
Would it really kill these sales assistants to take the extra 30 seconds to ask ‘Do you have a Blu-Ray player?’ before ringing up the rental or the sale? No, it wouldn’t – but it is so much easier to use expletives and denounce all those around you as moronic instead.
Worse, does this individual care that their customers might actually read their post and be so disgusted by the attitude that they take their business elsewhere? I guess not!
I am a believer of good old fashioned customer service. Make the customer feel special and invite their return business. After all it is somewhere between 4 and 7 times cheaper (depending on which statistics you ready) to keep an existing customer than it is to win a new one. Apart from that, repeat customers often bring new customers and word of mouth advertising is worth it’s weight in gold. Of course, I also believe in treating others with the way I wish to be treated – I guess if I want to be sworn at and denegrated, the blog post in question would be appropriate.
If this was my employee who made this post, they would soon not be – I guess I just have higher standards than most when it comes to providing excellent customer service to my customers.
What do you think?