We’ve all experienced poor service in some shape or form, and we can all relate to how it makes us feel when we are on the receiving end of such treatment. Being ignored: Have you ever stood waiting for someone to serve you, while the staff ignore you so they can finish talking about Susy from accounts who just can’t get her act together. Handballing issues: What about when staff pass you around like a hot potato because they are unable to fulfil a request? They transfer you (the problem) to someone else and nothing gets resolved. Reading from a script: Hands up if you hate being greeted or given a response that is obviously scripted, automated or standardised for everyone? If we ignore feelings, intuitions or emotions that come up in a conversation, we feel we are not important and the staff member is not being authentic.
These few examples of poor service are not breaking the law, but what happens, over time, when these scenarios are the norm, the expected, and the way we go about treating each other?
Our desire for speed and convenience is compromising our customers’ greatest basic needs as humans: care, kindness and one-on-one attention. If we no longer fulfil basic human needs with staff-to-customer interactions, then what will the overall impact on society be?
Social connection is a serious matter. We are wired for connection; we crave it. Our brains are sociable and service feeds this need.
Loneliness is one of the major health risks of the future and is said to be deadlier than obesity. According to a national Lifeline Survey, in Australia, more than 80% of those surveyed believe our society is becoming a lonelier place, yet our brains crave human interaction. Maybe next time you receive poor service from someone, be the bigger person—smile and show them what it takes to be a good human. Be the change. Jaquie Scammell ‘Love Being in Service’
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