I'm sure there are more than a few of us out there who think political correctness and "leading language" are out of control. I get irked about being called a GUEST when I am out spending my money. The term GUEST would "lead" one to believe that everything is FREE and as a GUEST you need to be appreciative of the fact that you are where you are, enjoying whatever it is you're enjoying.
When I have GUESTS in my home I never charge them. I go out of my way to insure that I have everything conceivable that they might need or desire. In reciprocation my Guests behave in a manner the indicates they appreciate everything I'm doing for them. Some of them send Thanks You gifts or invite me to their homes.
Compare that to being in a store, in a hotel, or at some other venue where I'm spending my hard earned cash.
I don't want the experience to be a leisurely, "guest like" experience. I want it to be a friendly, but generally a fast, business type experience. I want the people at the business I am working with to be knowledgeable and efficient. The idea of building me into a loyal "guest" by calling me one is far from effective. If you want me to be a loyal customer - and spend my money with you - quit calling me a guest and go back to calling me a customer. Get your employees to treat me like a customer instead of encouraging them to treat me like a "guest." Take a lesson from the folks at Les Schwab where customer service is king. Anytime I need something that Les Schwab can take care of for me, that's where I go. They are fast, friendly, efficient, knowledgeable and I am perceived to be a customer when I'm there. I like that.
If you're starting a new business, don't get hung up in the PC - Leading Word world. Call me what I am, a customer, and then treat me that way - I'll be back.
One last thing to ponder, I've heard people say on more than one occasion, "Customer Service isn't what it used to be". Maybe that's because so many stores/businesses are now calling it Guest Service.
What are your thoughts?
Showing posts with label Les Schwab. Show all posts
Showing posts with label Les Schwab. Show all posts
Tuesday, August 18, 2009
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