Replace the Word Customer with Human

2018-02-19T23:20:40+00:00 February 20, 2018|

I’m naturally positive and an upbeat kind of person. I have been looking for good service interactions since the beginning of the year and am encouraging those of you who take the time to read these blogs to look for the good in your organisations also.

Remember; what you focus on grows.

Alas, at times, we cannot always find good.

I went to my favourite restaurant in Melbourne. For twelve years they have consistently served up fantastic food and the service has been impeccable. Last week I met a colleague at this familiar place of joy and happiness for dinner. I expected to find so much good here, to be overwhelmed with pleasant service interactions and to feel positive and uplifted just like previous times.

I won’t drag this out any more than it needs; the service sucked, the staff were arrogant and treated me and my colleague like we were useless and a burden to them. There was no joy or happiness and it totally disheartens me to think that I will not be returning there again because of the way a couple of people behaved.

BUT… this is reality. Your business could be doing 100 things right and none of that matters if an employee treats another human being poorly.

I seriously wanted to stand up and shout out in the middle of the dining room; “get over yourselves”.

Look, I’m being dramatic AND I’m assuming that they had an attitude problem, but seriously what else are we suppose to assume as customers when we are not even met with a decent level of respect?

My message this week is simple:

Do not tolerate it. Speak up. Let an employee know when they are behaving poorly and don’t be ashamed to call it out.

You don’t have to be confrontational; you could simply ask a question like: “how do you think your behaviour today is making the customer feel?”

We, YOU, all of us deserve to be treated like humans. If your staff have such an adversity to serving customers, stop calling customers – ‘customers’ and refer to them as humans.

Maybe when we strip away our role, take off our uniforms and meet people where they are at; human to human, we begin to remember what it’s like to be in their shoes.

Jaquie Scammell

‘Love Being in Service’