Comments on: Self-service does not mean no service http://www.stevecurtin.com/blog/2012/08/13/self-service-does-not-mean-no-service/ Memorable customer service...mostly. Sat, 11 May 2013 22:13:00 +0000 hourly 1 http://wordpress.org/?v=3.5.1 By: Steve Curtin http://www.stevecurtin.com/blog/2012/08/13/self-service-does-not-mean-no-service/comment-page-1/#comment-3912 Steve Curtin Wed, 15 Aug 2012 04:44:00 +0000 http://www.stevecurtin.com/blog/?p=2977#comment-3912 Miriam, thanks for taking the time to read and comment. Understood. The expectations differ greatly from a bridal salon to a Gap store. Still, I appreciate the sentiment that, just because you started working in a less formal environment where the clothing articles may cost thousands less than at the bridal shop, you were not willing to lower your customer service standards.
All too often, we see the opposite: Front desk employees at the Four Seasons consistently smile, make eye contact, and add energy to their voices during their interactions with hotel guests but this is far less likely to occur during an interaction with a front desk clerk at a budget hotel. Why? Whether or not the registration desk is made of granite or the beds offer 300-thread count sheets should not determine the personality or demeanor of the employee.
While there’s a cost associated with granite fixtures and luxury bedding, there’s no extra charge for smiling. Personality is free.
Steve

]]> By: miriamgomberg http://www.stevecurtin.com/blog/2012/08/13/self-service-does-not-mean-no-service/comment-page-1/#comment-3911 miriamgomberg Wed, 15 Aug 2012 04:01:00 +0000 http://www.stevecurtin.com/blog/?p=2977#comment-3911 Steve, you bring up a good point about less interaction between customers and associates. I come from a service intense business background (owned bridal shop for 15 years) where an outstanding experience gave me an edge over competitors.

 The past 4.5 years, I worked for a giant clothing retailer (Gap Inc.) where the model differed greatly from that of bridal. No longer did I personally dress customers as in the bridal salon but I wanted customers to feel as though they were well taken care of by my staff.

It doesn’t matter who your customer is or what you are providing, if you want to transform a transaction into a remarkable experience, up the level of service given. 

Thanks for a thoughtful post! Miriam

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