Why do we support poor customer service?

‘A Political View’ By Sherry Holliman

Have you ever entered a business and not received a greeting or been offered any assistance? When this happened, what did you do? Wait to be greeted?

Ask for assistance? Exit the business?

Did you share your experience with the business owner? Ever say anything or express your feelings to friends or co-workers? Did you complain to the competitors or family members? Did you think that was enough to get the business owners to change their customer service or unprofessional behavior?

Should you still pay and just overlook the staff’s rudeness because the business is in the best location, using the most expensive equipment, laid out by the best interior décor?

People have often complained about their hometown nail salons constantly providing poor customer service and being unsanitary.

Some customers have witnessed the salon owners being the rudest — more so than their employees. At certain nail salons, customers are not greeted at all, or greeted with an unprofessional greeting yelling “What do you need?’ or “Come back later, we’re too busy!”

These salons also charge undisclosed fees that are not posted for using a debit or credit card, choosing a name brand polish and other services they want to upcharge for without explaining before they provide the service.

Customers must realize they have control of setting precedence for receiving professional customer service. Over time, some businesses will take advantage of the growth of their profits and start to mistreat the existing or new customers. Customers have feelings and should feel important no matter how much money they spend.

Your dollar matters!

Customers will remember when employees go above and beyond to make them feel special and appreciated. It can be a very small gesture. It really doesn’t have to be a material thing but whatever it is customers do remember and should talk about their experience with that business. People will show support to those who make them feel special and appreciated. When businesses provide greetings and professional treatment, they are instantly giving their customers a positive feeling about the experience they are about to receive.

On the flip side, if they are ignored, given low priority service, or no attention, they will prepare themselves to have a bad experience, which could (and should) cause problems for the business. All businesses should keep in mind that almost everyone can and will share a bad customer service experience especially in local communities.

Some may discuss their wait times, rude treatment, false advertisement, undisclosed fees, failure to get problem addressed, complaints not getting resolved, or unconcerned attitudes.

All of these issues will financially impact any business therefore customers are not paying for poor customer service.

Customer service should always be the focus of managing and meeting customers to exceed their wants and needs. The local businesses must especially understand that customer service begins with the greeting and ends with respecting the customer’s feelings, and ensuring their wants, and needs are met with each contact for every situation.

Some businesses may perceive a situation differently than the customer, but since they are providing the service or product, they must professionally satisfy the customer.

There is usually a very clear difference between good and bad customer service. Defining bad customer service is not as important as expecting good customer service. However, some customers and businesses may have different expectations that depend on the culture of the area and traditions. No business especially local business should ever get comfortable with giving anyone bad customer service this is most definitely one of the fastest ways to send customers to the competition. It is certain that a disgruntled, unsatisfied customer will ensure that their potential customers, family and friends know about the business unprofessional service, and this can be announced immediately on social media ensuring more consumers are influenced by real life comments.

Hopefully, the businesses care enough about maintaining a positive experience with their services or product because dealing with repeat customers is easier and more cost-effective than finding new customers.

Everyone should agree bad and unprofessional customer service should cause customers to refuse to support any business. It is a privilege to have consumers spend their hardearned money with any business.

Do you financially support unprofessional businesses?

Sherry Holliman is a concerned citizen of Crittenden County and has some views on a variety of topics that she wants to share with her neighbors. She serves on the Marion City Council.