I have previously written about how just one bad service agent can ruin your entire customer service efforts. A colleague recently shared the following story with me about one such employee who’s ruining his customer experience with a small local mail services business. It will go to show that one bad apple will ruin your customer service barrel. Just one!
Real World Story: “Six years ago I began renting a PO Box at a mail services small business two blocks from where I was living at the time. The woman who worked behind the counter appeared to be nice, but it was blatantly obvious she was faking it. She also griped about customers loudly once they left and did so in her fake niceness—she simply came across as passive-aggressive.
On several visits, I’ve heard her tell customers to verify information that she’s input into her computer because she isn’t responsible for any mistakes that may occur. It’s their responsibility to make sure the information is accurate. Okay then, I’ve thought to myself.
After moving away from the area, I’ve had to call the mail service to see if I have any mail in my box, which I do to avoid a long drive if I have no mail to pick up. However, whenever I call, she usually answers the phone and always puts me on hold. On many occasions she has said something like, I have three people in line, do you want to wait? In no way am I exaggerating, but she has placed me on very long holds—the longest to date has been 33 minutes. And when she’s placed me on hold, I can hear her obnoxious conversations with customers and other staffers—that is, on the rare occasions she hasn’t hung up on me. Last week I called to see if mail was up. Of course, she answered the phone and said, “No, mail hasn’t been sorted. It just arrived.” After an awkward long silence, I asked, “So when do you think it will be?” The entire time I’m thinking to myself, Seriously, lady. Why is it like pulling teeth with you?!
It’s odd, but to this day, I have no idea what her name is. She’s never introduced herself, even when I first registered with her to begin renting a PO Box six years ago. While the other office staff have always been kind and professional, I’ve gotten to the point that I get a pain in the pit of my stomach whenever I have to deal with this mail service. It’s now a natural reflex to feel anxious when I have call or visit, so I would definitely never recommend this place to anyone—and not because of the services offered or because of other staff but because of this one woman who has truly horrible customer service.”
Strategies that Turn it Around:
- Fake it: Fake it till you make it, I’ve always said. BUT for goodness’ sake, make it believable!
- Go to the basics: Greet customers with a warm smile or a pleasant voice. Introduce yourself. Wear a name badge. Ask how you can be of service. Always treat your customers with kindness and respect. Never treat a customer like he or she is bothering you. And never ever talk badly about a customer in front of other customers or staff.
- Prune the apple tree: I’ve said it a thousand times—hire for attitude, train for skills. Some people are naturally gifted with service in their hearts. Others, not so much. Sometimes, it may be necessary to prune your apple tree and rid your team of that one bad apple.
Remember: It takes only one bad apple to ruin your customer service barrel. In some cases, customers will tell you about their bad experiences with your company. Most times, people won’t say anything and will eventually no longer support your business.
How does your organization ensure that one bad apple doesn’t ruin your customer service efforts?