Are You Being Served?
Some of you might recognize the title of this tip as the name of a famous British comedy shown regularly on Public Television. My parents used to watch this every Saturday night. I don't really "get" British humor, so I must say I don't really understand the attraction. However, the phrase, "are you being served?" is intriguing to me. If you asked your "customers" this question, how often would they honestly answer "yes?"
My extensive travel schedule includes renting many cars at airports around the country. At one regional airport last fall, I rented a vehicle, hauled my luggage to the rental lot, tried to open the doors and trunk with the electronic key fob (keyless entry remote) - only to find that it didn't work. Now, I'm not so much of a prima donna that I can't open a door myself with the key. But as a woman who travels alone, it is so much safer to have a key fob lock and unlock the doors. To me, it matters.
When I returned to the rental counter to ask for help, they told me they couldn't help because they didn't have batteries for the fob. This is a rental car company. They rent hundreds of cars every week. Shouldn't they have a few batteries on hand? Isn't that a part of the basic service of a rental car company?
What is the basic service you provide? Are your customers
being served? And if they are, are you meeting just the basic
needs and feeling comfortable with your level of service? Or
do you strive to raise the bar a bit? In today's tight economy,
the companies that pay close attention to whether they are
really serving their customers will keep them. The others,
well, you know
What are the spare batteries in your business? Maybe it's a hot cup of coffee or bag of popcorn for people who have to wait for your service. Perhaps it's a quicker-than- expected answer to a complicated question. Maybe it's the spirit with which you complete the transaction. In a chaotic business world, being known for your outstanding service will give you some measure of peace. And probably, some repeat business!
Enjoy the Day!
Tracy
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Tracy Knofla
High Impact Training
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