The last few days,I have been watching the horror stories unfold as a result of the severe storm we were dealt in the Northeast. Specifically, the 2 Jet Blue planes that were stranded on the runway at JFK airport for 9 1/2 and 11 hours respectively. Not to mention the fact that I would go absolutely insane if that happened to me!!!! I know myself, and I will be the first to admit that I would NOT be able to handle that. The only reason I can handle flying is that I know I am moving and will arrive (soon) at my destination. But to be stuck in a cramped chair, not moving, on the ground, with a warm building in sight… is more than I can handle. Plus… I paid good money for that ticket!!! Forget the safety issue… I ask you where is the customer service??? Then tonight after work, I planned to stop at a local Italian cafe/pastyshop around the corner. Let me say, I already know this place is not known for its customer service, but… in I go anyway. There was one person ahead of me, so I thought. I perused the selection for a few minutes, deciding what to buy. In walked an old co-worker that I had not seen in a while, so we caught up on old times for a few minutes. Just when I thought it was my turn, someone else must have been waiting in the wings… and now he was up. Meanwhile, no one has said hello, made eye contact or even made believe I was there. I did not feel welcome. At this point 20 minutes had gone by, I said goodbye to my friend, told her I could not wait and left. No one blinked an eye. I visited for about 10 more minutes in the parking lot with another co-worker that was waiting for the first.
All in all, I spent 30 minutes here and that second customer had still not completed his transaction. I will not be back… ever. Again… I ask you… where is the customer service???
My mission not accomplished, I stopped at another well known Italian deli on the way home. This place is known for their food and service. It is family run. And it shows. I always think of them for food and Italian groceries, but they don’t have a huge selection of desserts, biscotti and Italian cookies. I walked in and immediately got a warm welcome, they were glad I stopped by. I was able to find a cannoli and slice of chocolate peanut butter cheesecake (that looked and tasted divine by the way). I spent just as much time talking to them, as I did just waiting for someone to notice that I had a pulse at the other place! I only spent $5, but they didn’t care. They knew I would be back. I am a good customer, and they know it. They treat you like family, and I know it. I have spent many years in fields that require excellent customer service. "The customer is always right" is the motto I grew up with. I don’t know where it has gone… where is it hiding? Even in France, where they are not known for customer service, they at least expect you to say "Bonjour" and "Au Revoir", when entering or leaving a store. In most instances, that got me at least eye contact and a "bonjour", from the Parisian sales clerk. Don’t people realize that the way you treat people will have an effect on your business. Positive or negative. Doesn’t anyone care about getting a "Gold Star" in customer service anymore?