It’s your service.

I felt compelled to write about an experience I had the other day at one of the largest regional grocery store chains in the northeast. It cemented my already lukewarm opinion of the chain, but it also made me think about how important it is pay attention to customer service, even as we trim payrolls.

There’s no need to describe what happened to me, because it has happened to you, in the supermarket, electronics store, hardware store, you name it: You need help with something, you see an employee, your expression says “help me,” you’re pretty sure they see that…and nothing happens. Not even any eye contact, let alone a smile. Or if someone does help you, it seems to be an inconvenience for them.

If you’re the business owner (or manager) this should be a real concern for you.  Your customers may be having similar experiences and, chances are they are not telling you.  Instead they’re telling everyone using a variety of social media outlets and tools.  Guess what: everyone is listening.

The next step, of course, is they will leave you for your competition. (more…)