It’d be a nicer day if people really listened
Now, there is upselling and there is listening.
Crawley: People should listen more
I frequently pop into a local drive-through of a worldwide organisation that prides itself on staff training and customer service, and it never ceases to amaze me that no matter how many times I ask for black coffee I get the robotic response of “would you like milk and sugar with that?”.
For all I know that may be a prompt on the till system, but there is nothing more infuriating than being on the receiving end of somebody going through the motions rather than treating me as an individual customer.
Do I leave as a satisfied customer? Well, I get my coffee, but it leaves a bitter taste.
In this tough economic market where customer service is paramount to ensure that customers not only come back but tell their friends what a great experience they had, listening skills are essential. My frustration with the award-winning company gets further compounded when, having ordered coffee,
I move on to a food order:
“Bacon roll, please.”
“Brown or red sauce?”
“Brown, please.”
“Is that a meal?”
“No, a bacon roll with brown sauce.”
“Would you like milk and sugar with your black coffee?”
“No thanks.”
“Please collect your order from the next window.”
Now, as I drive the short distance between the windows, I weigh up whether speed and convenience are worth the price of the personal service we get in a pub.
I’m at the next window:
“Here’s your black coffee, sir — any milk or sugar?”
“No, black please!”
“Your bacon roll, red or brown sauce?”
“Brown.”
“Thank you sir — have a nice day.”
Nice day?
I contrast that experience with my own experience as a student working in a pub. I knew that if I listened, and delivered, what the customer wanted I got good tips.
I know that my favourite pubs and bars are those that take my order and deliver exactly what was asked for.
Occasionally they may politely offer me some extras, but I never hear the words “is that with milk and sugar?”
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