Have you been snubbed as a customer? I bet you have. You’re smiling as those experiences come to mind right now.
I recently took a simple drive through the take out service of a well known chain restaurant. I paid my money at window number one as instructed, and I proceeded to window number two. What happened next was beyond my comprehension.
When I arrived at the window, a young lady had her back to the window, and that’s where she remained for the duration of this event. She was engrossed in conversation with another worker in the window. To make matters worse, I saw my bag with one small food item sitting on the counter just inches from this lady’s hand.
Several seconds later, the other lady grabbed the bag, looked in and said to the “Snub Lady”, “Is this this customer’s order?”
Her reply? “Yes.”
“So why didn’t you give it to him?”
“You can give it to him.”
And without a word, this mysterious hand came out of the window with my bag attached and just as quickly and silently as it came out, it went back in. I drove off shaking my head and declaring this to be the ultimate customer snub!
So, How Do You Snub a Customer?
You turn your back and care about the conversations that matter most to YOU.
You care not about your customers and their needs. You leave that up to someone else.
You choose not to put yourself in your customers’ shoes.
Some of you reading this blog are saying, “This doesn’t apply to me, I’m the boss. I don’t work directly with the customers. My employees are the ones who need to read this.”
Not so fast, Mr. Boss. From my days with Southwest Airlines it was made abundantly clear to me that every boss, every manager, every leader had customers of their own…the employees they were responsible to lead.
Your Employees Are Your Customers
Translation? The way you lead your team, the way you interact with your employees, the example you set by the work you do will be the way your employees indelibly interact with the people you say mean so much to you…your customers.
Want great customer service? Give it first to the customers you’ve been called to lead, your employees!
Just this week I learned about a job posting in a department where three employees work very part time hours. When questioned about the decision to hire, the employees were told the department had 24 extra hours to give, so a new team member was needed.
Enter customer snub number two. The part time employees hearing this news have been begging for more hours so that they can better support their families, but management has consistently said, “Sales are down, and we don’t have the hours to give.” Funny how they now have 24 hours to give, but not to their “customers,” the current part time employees. It was as if their backs were turned, the needs of their customers ignored, and the shoes of their “customers” were never worn.
Want to build morale, win customers for life and watch your sphere of influence grow? Do not snub a customer!
Turn your face to your customers, identify their real needs, address those needs with intentionality, and in the process, make sure you walk in the shoes of your customers. And do it with an honest desire to understand their needs as if they were your own.
Before you make the final decision that affects your customers and their families, before you recommend a product or service for your client to buy, care enough to find out what life looks like, feels like, and is in the life of your customer. A well cared for customer will become a customer for life.
“As goes the leader, so goes the organization!” ~John Maxwell
Who are your customers? How will this message impact the way you relate with your customers this week?
If this article made a difference for you, please leave your comments in the box below. I want to know what actions you’re going to take to make a difference this week. I’ll be cheering for your success!