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"You don't have to swim faster than the shark, just faster than the guy next to you." - Anonymous
Sunday, December 09, 2007
Customer Service? What The Hell Is That?
With Christmas around the corner, it’s the season for buying gifts. It’s also a reason to check out all the new shops in malls that have mushroomed recently, especially Tangs and Robinsons at Pavilion, The Gardens and Sunway Pyramid 2.
Ever notice how customer service varies from store to store in Malaysia? You walk into some stores, and before you can say "Buzz off!" a salesperson asks "May I help you?"
"No thanks."
"May I help you?" asks another.
"No thanks."
"May I help you?" asks a third.
When the store runs out of salespeople, you get to see the merchandise. This is called "in your face customer service".
Other stores take the opposite approach. When I couldn't find the right size adapter for my nephew’s new portable electronic time travel machine, I looked for help in aisle three. Nobody there. Aisle four? Still nobody. Aisle five? Nope. Aisle six? Seven? Fifty-six?
This is called "run for cover customer service".
Then there is the equipment shop that welcomes you with open arms when your lawn mower starts sounding like dentures in a blender. "It just needs a routine cleaning. We charge RM150 for that," the friendly salesman says. Then he lowers his voice. "But you could probably do it yourself."
I commend him on his helpfulness. He beams with pride. "Yup. I thought it up by myself. Whenever a customer tries to fix something at home, we make a whole lot more money fixing it the next day. Then my boss gives me a commission"
I call this "do-it-yourself-extortion".
And what about the three companies that came to quote on some air con ducting? Each looks around, takes some notes and promises to get back to us with a quote.
We wait. And wait. And wait.
We call back the first company, which promises to get back to us with its quote. It makes the same promise consistently each time we call. Don’t you just love a reliable company? This is called "promising customer service".
We call the second company. We call them in the day. We call them in the night. We call them in the dark. We call them in the light. We call them in the morn. We call them at high noon. We call them at dinner, and by the light of the moon. Even bad poetry doesn't help. I just love a company that doesn't pester me by answering the phone.
I call this "Invisible Man customer service".
In the end, we chose the third company. To what does it owe the winning bid? Excellent quality? No. Reasonable price? No. Strong guarantee? No. Answering their phone? Yes. We hire the best paperwork fillers to renovate our ductwork – and we cross our fingers that we never have to choose a heart surgeon that way.
I call this "present-at-attendance customer service".
Our pest control company showed us a different approach.
"Honey, the flies are getting in the house. Time to call the Pest Control Guy." *Ring ring* "OK, I'll do it right after I answer the phone. Hello”?
"Hello, this is your Pest Control Guy. When would you like your annual pest controlling?" "How did you know? Well, as soon as possible. *Ding dong* Hold on, that's the door bell."
"Hi, it’s me, your Pest Control Guy." "But, you were just on the phone." "Well, you said ASAP, so here I am."
I call this "customer service on steroids".
If you own a business, run a family or do anything that brings you into contact with other human beings, please take note. One of these customer service styles is actually good.
"Hello, this is Pest Control Guy."
OK, that's enough. We don't have any pests in this blog. Or do we?
