Do you work here?

Almost every business in the United States tells you that it is their goal to provide "superior customer service". I can tell you, that is very difficult. It is difficult not only because it is tough to find employees who are motivated to give excellent customer service, especially at the salaries retail feels are acceptable (but that is another posting), but it is also difficult because of the customer.

As a customer, I try to be aware of the level of service I get in places that I patronize. I also try to be aware of how I am behaving towards the people who are providing this service. It should be no surprise that the nicer I am, the nicer the associate is going to be. It is also important to note, that there are other factors involved.

One is, be aware of who you are talking to. If you find someone who is cleaning the store, stocking items on a shelf, pulling product around the store, or otherwise performing a function of the store, don't start your conversation with, "Do you work here?" Clearly they do and they are working at the time you approached them. You've now identified yourself as a needy person who is going to ask them a dumb question. You've irritated them and won't get as good a response as the person who interrupts them by saying something like, "I'm sorry to interrupt you, but I need some help with...." You've acknowledged that they are clearly working and let them know you need them for something. That is their job, they are paid to help you and most will do it gladly.

Second, don't play let's make a deal. Unless you are at a bazaar in some foreign country where bartering is a way of life, most businesses in the US price their items at the price they expect to get. If there is damage or something wrong with the product, look for another, or ask if there may be an undamaged one available somewhere. Let the retailer offer a discount if there is no other option. Asking for money off automatically puts the associate on the defensive. Imagine how you would feel if someone asked you to perform your service or sell your product for less than you intended. Wouldn't you be instantly resentful? Wouldn't you want the option to offer a discount if there was no other way to satisfy the customer rather than having them start by asking for one?

Lastly, wait your turn. A customer who interrupts when an associate is helping others is going to identify themselves as someone who is rude and pushy. They will again raise a red flag, no matter how patient the associate is. Think of how much you enjoy being interrupted when someone is helping you with a problem.

Customer service, believe it or not, is a two-way street. You need to help yourself receive good customer service. Try it and see what happens. Post here and let me know how you make out.

Thoughts anyone?