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Is The Customer Right? Always.
By Brian Gill
In my 50's I had actually thought this topic was well and truly dead. But alas I am actually experiencing this first hand nearly on a daily basis here in 2009. While living in NSW, Australia, I, as early as last month, walked into the resort office of the camp ground I was living at at the time to inquire about paying some park fees in advance. I was told it was not possible as the computer did not do that. I continued to discuss this to see if there was another way I could do this but then the office staff seemed to decide without provocation that I was on a mission to upset her and retaliated with un-called for verbal abuse I had not heard of from am employee for years and especially not from a fifty plus year old. I later found out she was a part time employee for Thursdays and Fridays only. In shock I stormed out, with my money of course, and decided to discus the problem at a later time with the managers. They were seemingly a nice man and wife couple who had been managers of the park for about a year. Boy was I wrong. The overweight wife and grumpy faced husband listened to me for a sentence or two then cut me off in mid stream hurling obscenities and threats to me including comments like they would do everything in their power to have me removed from the park. Unfortunately there were no witnesses to this but needless to say I left the office in utter disgust. I would love nothing more than to mention the name of this park to warn others away but that would be malicious as maybe they, the staff, just did not like me as I have a Kiwi accent and they are Aussies. It could happen even though many park residents tell me horror stories about these managers. Maybe in a later update. Regardless it demonstrated the utter lack of customer service these staff members had. Why an owner of a holiday park would hire such people behooves me. When I called them initially on the telephone, actually on my cell phone, They were pleasant enough and never hinted to their real nature. The owner was also a very nice man who also had a hidden side. How could this have been handled better? Simple, just acknowledge the customer with a simple. "We are unable to do this but will look into it further for you and then we can help you when you come back, in say, a couple of hours." Too simple. This would seem easier to me rather than having everyone get all steamed up. My perception of their customer service is very important to their business, as I, like many others talk to people about our good and bad experiences and if these park workers do not think this effects their lively hood then they are fools. In short. The customer is right even when the customer is thought to be wrong. Make them feel right no matter what and you will find you have someone who will be happy to come back time and time again to buy from you. As an employee of any business the return of the customer is directly proportional to you continuing to have a job. Think about it. Rude to customers = no customers = no money = no job. Just getting angry at one customer and thinking it is alright because no one likes them is silly as this customer may know so many more people that visit your business and what do you think they will be talking about to them? The American tipping procedure actually helps swerve any bad staff to customer type abuse. If you get extra money for being pleasant then what are you going to be? No, tipping isn't an accepted norm in Australia. Go figure. |
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This intel was contributed by Brian
Brian
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May, 2012
2008
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