Customer service is big to me. I am always telling leaders and owners to look at their company from the outside. The reason? It’s really easy to get used to how business is running and not know where your company is dropping the ball.
The other day I was going through the Dallas airport when I decided, when in Texas…eat brisket. So I found a Bar-B-Que place in my concourse. As I stepped up to the counter, a gentleman asked me what I would like. I told him brisket and sausage, and please don’t trim the brisket. He looked at me funny so I said it again. He then asked if I wanted the two or three meat plate.
I figured only mentioning two meats would explain that, but it’s cool. So I asked for the two meat plate and asked again to not trim the fat. At which point he pick up his knife…and trimmed the fat. Hmmmm. Oh well. He then handed it to a lady who asked if I wanted sauce on the brisket. I looked at her, shook my head no and said nooooo.
She took her ladle and spooned sauce onto my brisket. Uh…….ok. I thought to my self, my readers would find this funny. About fifteen minutes later I decided I wanted some coffee. So I went to the only place they had, you know the name, and ordered my usual. Decaf short vanilla latte 140 degrees. I paid and the lady behind me put in her order.
As I was waiting, the barista called off my drink, “decaf short skinny latte.” Really? I said, “Skinny?! Mine is not a skinny.” She looked at me like I was a total jerk. She poured out the coffee and threw it in the trash. That’s when the gal behind me said, “Mine is the skinny.” The barista was brilliantly upset. As if I had done something wrong that caused her to screw up.
Still haven’t figured out it was my fault. Still, I said, “I’m so sorry. I didn’t mean to mess anything up.” And I repeated my order. I then asked if she knew it was 140 degrees. She said, “I heard you.” Wow. Now I HAVE to share this with my readers!
At first I thought, why aren’t these folks listening? Then I thought, I wonder what the owner would think? I mean, do they even know how badly their team members are? How much they don’t care about their customers? That’s why I BEG people to experience their own businesses as a customer. Or have secret shoppers shop their business. Because really, wouldn’t you go ballistic if you knew someone was experiencing your company that way?
Question: How can owners and leaders prevent this from happening?