I have been in the customer service business all of my adult life. Truth be told, we are all in the customer service business whether we realize it or not.
I was in the coffee shop yesterday morning, doing whatever it is that coffee shop managers do on Mondays. Business was brisk, despite the pouring rain outside, and there was a lot of conversation and laughter going on. Except for the grumpy customer. There’s always a grumpy customer.
Our staff did everything they could to please Mr. Grumpy, but he wasn’t having any of it. We could have served him a gold-plated croissant and he wouldn’t have been happy. The thing is, he got all he asked for and then some. Our staff bent over backwards for this guy in an attempt to provide an excellent customer experience, but he wanted to have a bad day. And he wanted to make sure everybody else had a bad day too.
Hence, my thoughts about customer service in reverse.
What gives a person the right to treat other human beings the way Mr. Grumpy treated my coffee shop staff? Nothing. Nothing and no one. Ever.
Think about this the next time you buy your coffee, or when you’re at the Walmart checkout, or when you go into the bank. The employees who work in those places are real people with real lives. They have feelings just like you do. Why not make their day instead of expecting them to make yours.