Don't Sell-Out on Service- Good Service and the Art of Compromi
I was meeting with a group of dealers in Salem, Oregon last month when we began discussing the difficulties of satisfying today's fussy consumers. The universal question was posed: How much service is too much? Unfortunately, the discussion focused on product returns without looking at the issue more widely.
No retailer plans to deliver poor service to their customers, but the difficulty sometimes comes in defining customer service. In the end, the customer has the ultimate say in what is and what isn't great service.
The number of things that go under the broad umbrella of customer service is endless. It includes store accessibility, opening hours and signage that helps customers navigate from area to area. Everything from the initial greeting to the cash wrap and credit areas impact a customer's impression of the service received.