August 30, 2007

The Nice Customer

I'm a nice customer, you all know me. I'm the one who never complains, no matter how bad the service I receive. I'll just stand and wait while the clerk works on some paperwork, or talks on the phone. Sometimes, someone who came in after me gets waited on first. When the clerk says, "Oh, I'm sorry. I'll be with you in a minute," I don't complain. I just wait. I never scream, I never nag. I never criticize. I would never make a scene in public.

You see, I will remain the "nice customer" without getting excited or upset, because my revenge is much more effective. I'm also the customer who never comes back. A "nice customer" like me, multiplied by others of my kind, could just about ruin a business...and there are many people like me around. When we have been pushed far enough, we go down the street to the competition.

He laughs best who laughs last! I laugh when I see you spending your money frantically on advertising to get me back...when you could have won me, and kept me as a customer with a few kind words, and a smile.

Okay, okay...I guess I can wake up now...all of that is just a dream, espcially in this day and age. Maybe, a few years ago, in another time, it may have been like that. The cold hard fact now, though, is that common courtesy has gone by the wayside for the most part, and good luck to you if you think going down the street to the competition makes any difference at all. I'm speaking, of course, of the merchandising business.

Hopefully, it is different when it comes to other services, such as your medical provider. I think that they will think twice if you take a stand there...they've got an awful lot to lose for sloppy services rendered--like maybe a license to practice, and a whole bunch of money!


Olivia Kroth said...

Hi Jan,

I am just like you. I do not complain, I leave the store and never return.
It is the easy way out, but I do not really know whether that is good or bad.
It might be more effective to be outspoken.


Jan said...

Hello, Olivia...and welcome!

I'm not sure either, really...much of it depends on the individual in charge, I suppose, and the particular store. Some are very accommodating, and others could care less!

Desert Cat said...

Sometimes a supervisor may suspect a clerk is routinely rude, but doesn't have enough "ammo" to confront them about it. It may be the store's sincere desire to provide better service, but until someone steps up to the plate and says something, they have a more difficult time disciplining the rude employee.

It helps to be very not-rude yourself, and calmly explain the situation.

Jan said...

DC..ironically, my husband is in upper management in a large retail store, and he deals with rudeness to a customer in no uncertain terms, but he says that even though the employees are sometimes rude, and display 'attitude', many of the worst offenders are the customers, themselves. That is why I said that it is an idividual thing.

Thanks for your observation.

Olivia Kroth said...

Hello Jan,

what I am writing here is not exactly to the topic of your new post, but I just wanted to let you know that Stefan (my clever student) put a link to your blog on mine.

Also I can now read the comments on your blog.

I hope you will be able to leave comments on mine. I'm sure we'll figure it out(with Stefan's help!).

Jan said...

Thank you, Oliva...I'm sure we will! :)

Vin De Vine said...

I have an extensive background in the service industry and I have observed that lack of courteousy is prevelent on both sides of the fence. Retailers should be aware that if the customer "aint happy" profits drop and customers should realize that insulting or abusing a clerk is just plain bad karma. All in all it falls to a universal truth; be kind to one another and good things happen.

Jan said...

Words of wisdom, Vin...thanks for sharing.

sue said...

I'm one of those strange people that don't complain if I get lousy service, but if I get outstanding GOOD service, I will make sure the manager knows it. I think good service deserves a pat on the back.

Jan - Vin is a great friend of mine. You should go check out his site sometime. He's on my 'must read' list as Michael. He has lots of different blogs all linked together and each one is worth reading!

GUYK said...

I was in the retail business for several years. One thing I drummed into employees was that my customer was always right until I personally through him ut on his/her ear and at that time they were no longer my customer thus they could be wrong.

I will not tolerate bad service nor rudeness. I reckon I am like Capt Call in "Lonesome Dove"...

Jan said...

Guyk...I know that you take your stand, but I bet you don't go in with rudeness, and copping an attitude, as some are won't to do.

Having been in the retail business, you know how to treat people with respect...if they are deserving of it...and you know how to take care of the situation, if they aren't. :)