We Provide Great Customer Service …But

January 6, 2009 at 10:00 pm Leave a comment


You are about to enter a shop and you see a sign that says – “We reserve the right to refuse service to those who walk in on their mobiles”. As you approach the counter another sign says – “Please refrain from using your mobile phone whilst being served”. It doesn’t take you too long to realise that they do not want you to use your mobile phone when you are in the shop.

On the news last night and in many newspapers a local bread shop owner, which is part of a national franchise, was being interviewed about banning the use of mobile phones in her shop. The owner also spoke about the lack of manners from customers not saying please, thank you and that she will ignore a customer who is talking on their mobile phone. To me the shop suddenly became less friendly and a little condescending with regard to customer service.

If you forget about the issue of using a mobile whilst you are buying a loaf of bread and common courtesy of saying thank you, I think this news story is one of how to correctly tell customers there is a change with your service delivery.

What a difference if either of the signs said perhaps – “So we can serve you quicker would you mind not using your mobile in this shop. Thanks for your co-operation”. This may not be worded in the best way, but it has an implied benefit for the customer and it talks with the customer not at the customer.

It can be difficult at times to inform customers of changes to the customer service delivery or business terms, however as the saying goes – “It’s not what you say; it’s how you say it that counts”.

What do you think?

Posted by Susan Oakes


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Entry filed under: Customer Behaviour. Tags: , , .

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