Good Service Includes
- Pleasant small talk with customers
- Staff camaraderie
- Respecting customers' time
- Teamwork (filling in each other's knowledge gaps)
- Courtesy
- Helpfulness
- Asking clarifying questions
- Explaining jargon
- Displaying a positive attitude
- Providing consistent service
- Being flexible and treating each situation individually
Less than adequate service includes:
- Lack of familiarity with products and services offered
- Snobby attitude
- Not taking suggestions for improvement graciously (or seriously)
- Rushing customers
- Judging customers
- Lack of eye contact
- Offering a poor product
- Lack of consistency
- Staff distracting each other
- Not being receptive to user questions
- A process that breaks down
- Service providers slowing the pace when things are less busy (don't respect customers' time)
- Lack of camaraderie between co-workers
I think that we have worked together to uncover a pretty great blueprint for providing excellent service.
One thing I was thinking about, is how different customers/patrons may sometimes perceive the EXACT same interaction as either good or bad, depending on their own subjective opinion or experience, or perhaps even something as simple as their mood if they're having a bad day! That's something to keep in mind. Perhaps if we strive to be as "good" as possible, even more patrons will perceive us as good, even in the face of their own personal factors. Something to think about!
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