Hey, the economy stinks, but the service is great!
We all know the recession has been lagging around for what seems like (or is) years now. We’re reminded disproportionately in the media about the negatives, but I have actually seen a consistent positive result in this somewhat unique time. Employees at businesses of all ilks are trying harder to make a good impression. They’re actually acting like they appreciate my business and are pleased when they make a sale; something that in recent years has been noticeably absent during my consumer outings. Retail establishments are consistently referring to me as a “guest” and are always available when I need any kind of assistance. Restaurants are treating me like a five-star establishment even if they’re a two star. My bank now has greeters at the door to help me “find my way” to the teller counter. Sure, this is unnecessary as my navigation skills are honed enough to cross a room, but the point is that they are trying to deliver a new level of customer service.
So what’s causing all of the new niceties floating around in this depressing economical time? Is it that those who have jobs are thankful and trying that extra bit? Is it a corporate directive to purposely establish customer service as a differentiator? Is it a more qualified pool of people taking on jobs they wouldn’t have accepted a couple years ago when things were “good”?
Whatever it is, I’m enjoying it while it lasts. As America went box store crazy, the convenience, selection and discounts grew, but feeling like anyone really cares about my purchase and experience withered. I hope we can learn from this recession and make sure that when things are “good” again, we don’t allow the customer service to drop into its own recession once again.
Bryan Formidoni, blast!ronaut