It’s Not Only What You Do That Matters…It is How You Do It!

Rhonda HiltbrandCustomer service is not a cost center. Customer service is a
competitive advantage that can make or break a business.

— Alex McClafferty, writing at Forbes

Being a service advisor is all about customer service. If you have natural empathy for your customers you have a great head start…if not it is time to look inward and then brush up on how to relate to your customers’ feelings.

We’ve all been waited on from time to time by a person who acts in one of the following ways:

• Bored
• Physically they are standing across the counter from you but mentally their mind is elsewhere
• Grouchy
• They obviously do not like their job

I saw a sign in an office the other day and it made me laugh, but really sometimes the customer can feel this way about dealing with counter staff.

If you are grouchy, irritable, or just plain mean, there will be a $10 charge just for putting up with you!

They may want an additional $10 deducted from their invoice for putting up with this type of counter staff.

Sometimes it is hard to be on your best game every day…but as you usually only see your customers a few times a year…for the sake of the company you work for…always be your very best. If not, you may lose a customer forever.

Rhonda Hiltbrand
CEO
News Works Marketing

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