When I teach customer service classes to employees in the tourist industry, there is a feeling among attendees that a customer is a “they,” especially in tourist communities, where they get so many visitors. Tourists there are seen this way by many local residents, too. I ask, “Customers – who are they, anyway?”
“They” are somebody outside of who we are, and what we understand. They don’t know what they want when they’re browsing, or where they’re going, but they want a good deal. And sometimes customers or visitors are seen as a challenge, a nuisance, and a pesky interruption to our busy day.
And economically, employees don’t seem to feel the trickle-down effect filling their pockets! We’re all busy working trying to make our own ends meet, and maybe get ahead. So we can go buy ourselves something. Or take a vacation.
And when we take that vacation, we’ll become somebody else’s “they.” You’ll be a customer, or a visitor. You might ask a salesman a bunch of uneducated questions about a new electronic gadget you think you want. They’ll be asking, “Customers – who are they anyway?” In that position, what would you like for service?
- Recognition that the customer or visitor works hard for her spending money and time off.
- Patience, and understanding that unfamiliar products and places can be confusing to a newcomer.
- Helpful information and resources to answer those questions everyone has.
- A deal, or any special treatment is always fun.
Practice patience with your customers and visitors. You’ll get even with them when it’s your turn to shop or travel.
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