How many times have you said to yourself…"I just wish that company would treat me like they appreciated my business!"? For many years I trained Customer Service Reps at a large corporation. There is no doubt that it was during those years I personally became a consumer with rather high standards and expectations. It was also during that time that I realized my only point of power (as a consumer) was to take my business elsewhere if I didn't get
treatment I deserved. While it may not sound like much, take a minute and add it up!
How much do you spend at your grocery store in a year? How much do you spend at your local gas station in a year? How much do you spend at your Dr.'s office in a year (make sure to include what your insurance pays)? Are you surprised?
Whether we consciously think about it or not, we are all consumers of companies and businesses who profit because we choose to do business with them. The key word here is "choose", and we'll talk about that later.
Some of smallest businesses do a fabulous job teaching their employees how to treat their customers. Maybe it's place you stop for coffee on way to work in morning. You go in, coffee is hot and fresh, it's neat and tidy, cashier has a big smile (even if it's really busy), and they even take time to thank you for your business.
Then there are some of larger companies (not all). They have mission, vision and values statements on walls. In employee lounge area there are posters that say something about their commitment to quality and service. Yet, when you reach customer service or check out person, they appear lifeless…no enthusiasm, no eye contact, and virtually no acknowledgement…and god help you if you inconvenience them by asking for an explanation or a price check.
