In celebration of Customer Service Week, our Quote of the Week: Customer service is not a department…it’s an attitude.
And when it comes to attitude – there are good ones and bad ones and in between ones – some more suited to great customer service than others.
If you asked me for an example – a role model – a person who demonstrates an A+ customer service attitude, I would tell you about Mr. Rich at The Siena Hotel in Chapel Hill, North Carolina.
He always remembered my name. Always asked about my son. Always had pleasant things to say. Was always helpful. He treated everyone that way. People always asked for him.
I once asked him about how he came to be this way. He told me that he had good upbringing. His mom taught him that it was important to smile and say “thank you”. And she taught him to treat people “fair and honest”. And she taught him to live by a simple rule: when he woke up every morning, even if he didn’t have anything, he could still go wherever he went with a smile instead of a frown.
Mr. Rich said, “Most people don’t have time to be nice. But common courtesy is hard to beat.”
He also said, “Without the customer, we don’t have anything.”
What about dealing with hard to please customers?
He said, “Those you can’t satisfy, leave those behind. Treat them nicely. But don’t worry about winning them over.”
“It will all come together. When you are nice…it comes back.”
Mr. Rich is nice and polite and has a positive attitude down to his bones – the basics of an A+ Customer Service Attitude.
Whenever you have a chance to hire a Mr. Rich, I encourage you to jump at the chance.
copyright 2010 – Business Class Inc
Other Tips & Tools for Customer Service Week:
