We all have different expectations of Customer Service. Most of us probably don’t realize our expectations change depending on the business establishment we’re visiting. What kind of service are we looking for at the grocery store? Meat & produce need to be fresh. Don’t make me wait in line for twenty minutes, while employees stand around talking about the weekend. And you better not put my six-pack of Shipyard in the same bag with my bread.
Do we care if no one said, “Hello welcome to Hannaford”? No. Do we care that no one asked us if we know how to properly cook that fine-cut of meat? No. Does it bother us when no one asked if we have everything to finish our meal? No.
How does our way of thinking change when we’re shopping one of the big-box home improvement stores, orange or blue, doesn’t matter. We want to be greeted, and quickly. We want the employees to acknowledge that we have chosen, orange over blue, or, blue over orange. We want someone to offer us assistance, even if we don’t need it. This is an area of concern right now, as some stores have become overbearing with offering assistance. But that’s a post for another day. After accepting assistance we expect the employee to know absolutely everything there is to know about the department they happened to find us in. They better ask us all the right questions and make sure we leave with every last item we need to complete our project. If the project fails or something is forgotten and we have to come back to the store, it was the employee’s fault and there will be hell to pay. Well, maybe not hell but we certainly deserve a discount. Right?
It isn’t uncommon for Wal-Mart to receive decent Customer Service scores. How is that possible? It’s possible because our expectations for Wal-Mart are typically low. What services do we want from Wal-Mart? “Welcome to Wal-Mart” greet when we walk in the front door. A reasonable amount of wait time at check out. And a smiley face sticker for our kids when we leave. With expectations this low it’s easy for the customer to say; Yes, I was satisfied with my visit today.
So, the next time you visit a specialty retailer; Home Depot, Lowes, Best Buy, Sears, or any other business where you expect better than good service. Recognize that your expectations of the company and it’s employees may become elevated, as they should if you are making a major purchase, computer or lawn mower, vs. a pair of socks or a dozen eggs.
Do yourself a favor, keep your expectations realistic, allow yourself a satisfying opportunity to experience Customer Service.