We spend so much time with branding, websites and strategies, all to get customers to “know” us but once the customer comes in the door, how often are they treated like a welcome person? There are so many gimmicks and sales to get people in the door but I wondered if retention is really being addressed anymore. It’s funny, of all places this came to my attention was at a fast food chain in Barstow on the drive back to San Diego from Las Vegas. I’ve stopped and grabbed a quick bite to eat in this area many times but this one place left so much of an impression, I plan on eating there again, just for the service. There was nothing fancy about it, a nice “hello” as I walked in and approached the counter. Someone helped my family gather seats and a high chair as I ordered, with honest conversation. Each table had wicker baskets stuffed with all the different sauce packets you’d normally have to beg extras for. I wasn’t the only one, I over heard other customers praising the owner, who was doing all the sweeping and bussing of the tables. I think it was because he liked the interaction. You could tell he really wanted to make sure each person felt comfortable. I thought about it and said to myself, “this is just good ol’ customer service.”

When I got home I looked up what the buzz was about customer service. There are a lot of negative articles “Is Customer Service Dead?” Because of the economy, I think owners are going back to it. Good customer service leads to referrals and that’s the best/cheapest advertising. In my search I also found this link, a list of 8 Rules For Good Customer Service. Its basic but basic fundamentals always need refreshing. I really like #5 “Be helpful – even if there’s no immediate profit in it.” This goes back to my days working at Sea World where park visitors are referred to as guests not customers. The word guest implies that the employees are hosts and as hosts we want to make our guests feel comfortable and taken care of. It may sound silly but it worked.

While working at Sea World I enjoyed getting the occasional pat on the back from my boss after being told how well someone was treated. With that, I try to remember to ask for managers when I get help from someone who was extra helpful. Especially with phone representatives –I’m sure the expected comment to their managers is a complaint, so I like to ask for the manager and give a compliment instead. When I seek help from a customer service rep, it’s nice to feel invited. And when I do, I’m sure to come back.