"In the service industry, are you 'clerking' or are you working to meet the individual needs of every customer?"
-- Janet Bartman
In order to excel, we need to identify areas of opportunity. There can be no remarkable service with apathy, a brush off, extreme casualness, words of condescension, robotism, quoting the rulebook, or the ever-annoying runaround. Those are the seven sins of service quality.
The seven sins speak to daily challenges in your company's quest to become known as a remarkable organization.
They speak volumes to your customers too.
- Apathy means, "I don't care that you are here, at least while the boss isn't looking."
- The brushoff means, "Don't bother me. The way you look, we don't want your business today, or ever."
- Too casual means, "You are not important to us, and I am too cool to act more respectful."
- Words of condescension mean, "I still get paid, even if I talk down to you."
- Robotism means, "This is so boring. Take the bag. When do I get paid?"
- The rulebook means, "I may look (younger/older) than you, but I get to show how much smarter I am than you."
- The runaround means, "I don't care if I waste your time. I'm still getting paid."
Janet Bartman is the Communications Director for a large professional membership organization in Spokane. She welcomes your comments.
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