Why do some people hate their jobs so much they just can’t wait to get out each day? They watch the clock and prepare well before the time to leave to make it out the door!
On Saturday I was driving by my usual eyewear store (one of a chain I have used forever) and thought I would use 15 minutes to check out some new frames.
I was a bit surprised to see the wire security grill pulled almost fully across as I thought the store was open 9am-1pm on Saturdays. I have had fantastic service over many years from that store and have spent a lot on the various glasses I use and have lost. I parked and walked towards the store and could see the light was on inside. I checked on the window – OPEN Saturdays 9am-1pm. I checked my watch, it was just before 12.45pm. I peered through the door and could see a guy sitting on the client’s couch so I tried the door. It was locked. A young woman came to the door and unlocked it and from the slightly ajar door she said: “Yes, can I help you?” but her stance was the opposite of helpful and nothing would have fitted through the gap between her and the slightly ajar door.
I asked “aren’t you still open for another 15 minutes?” and she reluctantly said yes and let me through, saying that on Saturdays they prepare early for closing. The guy on the couch was a friend or relative. I decided this was not conducive to looking for new frames and asked could I get a copy of my script (I was already thinking of going elsewhere with my prescription I had paid for at another time), but she said no I could not as the optometrist would have to sign it and they were not there. I challenged and said it was mine. She told me my script could be accessed on computer by other stores in their chain but she couldn’t give it to me. I started to look at a display and felt so bad I had to walk out.
On the other hand I walked into a cafe in South Melbourne as the staff were cleaning up after lunch and were planning to close. I was with two friends, and asked is it too late for something to eat? Maybe a hesitation, but maybe my imagination because then there was a very pleasant “Please have a seat, the specials are….”
Why do people work in service jobs when they don’t care about customers? I think as employers we have to find people who are passionate about service. These are the essentials for service staff that demonstrate service excellence:
– Warm greeting
– Fast response
– Professional image
– Compliment client’s choice
– Show interest with questions
– Speak with enthusiasm
– Care about your clients
– Handle questions confidently
– Influence with positive images
– Create realistic expectations
– Provide relevant details
If you are hiring service staff use a variety of selection techniques as well as checking references thoroughly. Use behavioural interview questions, role-plays and work tests to assess whether these people are the kind of people that will demonstrate service excellence in your business. Often recruiting for the right attitudes will be better than recruiting according to experience.
Can you answer these questions about your business:
1. What is the first impression your customers have of your service?
2. How can you and your team improve that first impression on your clients?
3. In what ways can you and your team improve the speed and efficiency of delivery?
4. Are your service staff passionate about what they do? How can that improve?
5. Are your people very knowledgeable about your products, services and the benefits?
6. How do you build friendly relationships with customers in your business?
7. How do you assess client needs and deliver best solutions?
8. How can your people become more motivated to value and welcome complaints.
9. Do you monitor the service standards at your workplace – how?
10. What rewards do you have for staff that provide outstanding service?
There are some things we have to get right in our businesses… one is definitely the attitudes of staff!
Eve Ash is the producer of hundreds of Australian training DVDs to help organisations develop their people, like the recently released A Passion for Service Excellence and to help managers select the best staff – Selection Interview Skills.
Smart Company is the leading online publication in Australia for free news, information and resources catering to Australia’s entrepreneurs, small and medium business owners and business managers.
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