You want customers? Then, show that you are ‘hungry’!

‘Customers pay your salary’ – heard of this? I’m sure you have. if you don’t get customers, then you end up with a poor business; And when your business is poor, you go hungry, ya? It’s a vicious cycle.  We all need to show that we are hungry for customers. By the way, I learn this word, ‘hungry’ from a good friend of mine, Larry. He’s great in sales and in service to his customers.  My story for you today – it’s about my pair of glasses – and how it leads me to learn about the fine skills of customer service excellence.

I suppose it’s a wear-and-tear thing. The screw-head on my spectacle frame broke, and I needed to repair it. Out of convenience, I brought it to an optical shop in the proximty of where my workplace was. The first comment from this lady was she needed to send it to the workshop. I was a little puzzled, wondering why, and not have it repaired at the shop itself. She didn’t explained. Instead, she asked me to hang on while she consulted one of her colleagues. She returned a few minutes later to explain that they could not repair it. Now, I must qualify the fact that she wasn’t nasty or unfriendly. She had the ingredient of a service person. However, what was lacking in one crucial element of service – the apparent lack of explanation.

Well, I decided that I had to go back to where I made the pair of glasses. By the way, I have been with this optical shop for as long as I could remember… about 20 years perhaps. I probably visited them only about once a year. The interesting thing about the folks here is that they remember their customers by name… wow! And to think that I only visited them about once a year…

The optician (his name – Shawn) here explained that in order to repair the broken-off screw-head, they might have to drill through the screw left inside the little hole. The job, though simple, required a little careful detail to it; so they requested that I leave the glasses with them. Now, I understood why the glasses had to be retained. You see, all it required of me to understand and be willing to do what they advised was a little logical explanation. This was lacking in the first shop I went to. For the past years, whenever I had to make a new pair of glasses, the folks in this optical shop would tirelessly explain details which I needed to know before I was willing to part with my hard-earned money for a pair of glasses with new improved features.

Yes, in service, we are to be endowed with the service-like attitude of wearing a smile, greeting cheerfully, be nice with your words, and so on. May I add one more important trait of a service person – be knowledgeable, and ready to explain, willingly and enthusiastically when the situation calls for it.  We should also remember to explain it in layman terms, and not utterly confused our customers.

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