Where Excellence in Client and Pet Experience Take Center Stage! Have you ever gone to a retail store or service location, only to walk in and wonder, “does anyone work here?” In today’s economy, that has become a much more prevalent problem. As the increasing costs of manpower, insurance, overhead and supplies cut the profit from all companies bottom line, often a reduction of employee count is the first place to cut back. The challenge to that adjustment is that the key element of client service, can often go to the wayside. In fact, in many cases, these cuts have led to automation in place of customer service. For instance, I just purchased a large shopping cart of items from a very large retailer today. I walked down the aisles, selected all the items I needed, walked them to a check out counter, where I then became the cashier in charge of scanning them, bagging them, and placing them into my cart once again to prepare to leave. I walked out the door of the store, and out to my truck where I loaded over $400 of items into my vehicle, and then, as any caring person would do, I walked my shopping cart to the cart roundup for the retailer. As I drove away, I realized that not one person had greeted me, spoken to me, checked on me, or even asked me if they could help in any form at all. I literally had zero level of customer care other than some automated camera security system must have recorded, I was not even recognized in the retailer’s location. Now certainly that’s an extreme situation, and we all can name multiple larger retailers who have gone to that format as they work to cut costs in the supply chain. But what about customer service? What if I had needed help, advice, or to feel informed about the $400 worth of goods I was purchasing? Where has the focus on |
AuthorSt. Johns Magazine Archives
December 2024
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