We all love good service. We all hate bad service. And it is easy to tell the difference. When you feel like your needs have been met, and the person that has served you has been polite and attentive you come away thinking, that is someone I would want to do business with again.
Conversely when you have been served by someone who is indifferent or downright rude you aren’t likely to go back. However if someone makes an honest mistake and you get offered a refund or reparation of some kind this is also good service in my opinion.
I was shopping with my wife the other day and she came out of a store in our local shopping center, and she was unhappy. She had been looking for something in the store and one of the store people had followed her around, waiting to pounce in case my wife needed a hand with anything. As you can tell it must have been a slow shopping day. But frankly, being followed around by anyone in a shop is just going to give you the creeps.
And then when she got to the till, she had to wait because the assistants at the till were talking to each other and ignoring my wife. She waited for five minutes and they were still talking. Now five minutes isn’t long, but when you have a busy day and you are waiting to pay for what you have picked up in the store, it seems like hours. So my wife put what she was going to buy on the counter top and simply walked away. That was a sale lost by the store, and probably not the only one!
Now obviously this was poor service, but what I found surprising was that it wasn’t the wait at the counter that my wife had found most annoying. It was being followed around the store. When she got to the counter, she had already been put on edge. Her experience had already been made less than good.
Attentiveness in a store assistant is good, but when it becomes obsequiousness then you have a problem. When people are overly attentive it just doesn’t come across as being sincere, and will turn what one person thinks as good service into a bad service experience.
What are your experiences of bad service? I would love to hear about them so feel free to leave a comment.