Customer Service
Sunday March 21st 2010, 10:30 am
Filed under: Anecdotes

The other day my wife and I walked to the nearby Chevron gas station where we commonly pick up beer for the home. I’m not a big proponent of supporting gas stations in any way, but this particular one has a pretty quality beer selection in their “beer cave” out of which we grabbed a twelve-pack of PBR (quality, right?). Everything was normal for your typical gas station purchase. Even to the point of the cashier talking on the phone as she was ringing us up. I hardly thought anything of it until the manager, whom I’ve had good friendly conversations with before, walked up next to us and berated the cashier.

“What are you doing? You’re being rude to these customers, your attention should be focused on them.”

She ended her telephone conversation and gruffly finished our transaction, and we left with our beer.

The entire interaction made me think though how nice it was that that attention to customer service was actually important to the manager. That’s because good customer service is an important matter. We’ve all had bad customer service experiences I’m sure. Since I’ve begun working in bike shops I’ve seen a progression towards delivering better customer service in myself. Not that I ever talked on the phone in front of a customer like the above example, but I know at times I can deliver less than patient service. This surliness that can be sometimes evident may be waning. It’s certainly not going to disappear entirely I’m sure, but I think I’ve learned a patience and a hospitality that a paying customer would value. It is, afterall, all about them, right?


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