I don’t like to use absolutes – never, always, 100% of the time. However, when it’s true, it’s true.
Real World Story: I have a client who shops at Ikea regularly. This client consistently receives the same service 100% of the time, especially when shopping in the kitchen department.
Recently, my client wanted to order yet another item from Ikea’s kitchen department. While at his local Ikea store on a guest computer in the kitchen department, he tried to navigate the store’s software. Facing and sitting approximately four feet away from him were two female employees talking incessantly about their horrible weekend and how BAD the service was at the restaurant they visited. These employees never once acknowledged my client or any other customer for that matter.
Unfortunately for my client, he needed help navigating the computer software. So, he said politely to the two ladies, “Excuse me. I need some help, please.” The two ladies ignored him. He paused then repeated a little louder, “Excuse me. Can somebody help me, please?” The two ladies continued to ignore him. My client, growing impatient, slams his hand loudly on the counter. When the two ladies slowly turn their heads to glare at him he again says, “Excuse me. I need some help here.” One of the women asks, “Yes?” He motions her to come over to him and the guest computer. She explains, “I can answer your question from here.” Frustrated, my client retorts, “No, you can’t. You need to be next to me to show me how to navigate your software. You need to do your job.” She slowly comes to him and answers his question. He thanks her as he leaves. She says nothing.
My client is a successful businessman who spends a lot of money at Ikea. In the past, he’s reported such rude behavior to the Ikea management team who normally respond, “Oh, we’re working on it.” However, nothing ever changes. My client now always expects Ikea to ignore and treat him with rude behavior. He has since NEVER been disappointed again – every single time. So sad.
Strategies that Turn it Around:
- Institutionalized BAD customer service always starts at the top. If the owner, CEO, or “top dog” condones bad customer service, bad customer service will prevail – in every department, from the top of the ladder to the bottom rung.
- Committing to your company mission and vision are always important. Taken directly from the Ikea website: “Working with us is like working with your friends. Our culture is based on the spirit of togetherness, enthusiasm and fun. And we’re always looking for people who share our positive attitude and values.” It’s fantastic to have statements of mission and vision, but never if they’re simply a poster on a wall.
- In service industries especially, hire for attitude never for skill. The first is inherent the other learned. If your front line employees don’t want or like to be around people, don’t put them there. Period.
- Institutionalize customer service training. Always provide your employees with ongoing training – by an outside consultant, to be more effective. Sometimes in-house training gets “old” or completely misses the mark because of skewed perspectives. Outside trainers can bring new insights that breathe new life into your team.
- Keep people in the communication loop 100% of the time. Share customer feedback, company updates and everything else relating to the company or job. When people feel they are part of the company, they are more likely to be motivated and engaged to actually do their jobs – nicely and professionally.
Remember: The idea of great customer service must be an absolute goal in your organization. Otherwise, watch your customers go elsewhere. My client has.
What is YOUR idea of great customer service and does your company share in that vision? Please share in the comments section below.