There’s a small shop near my summer house that sells rafts, boating supplies and bouncy floatables to the vacation crowd who flock here every year to enjoy life on the lake. Their prices aren’t cheap, they have a decent selection of products, but from the minute you walk in the store you notice something wrong.
Terrible customer service.
We went to look at rafts and engaged the staff, from the manager to the owner, and what we noticed was true. Customer service was frightful. It wasn’t just their individual attitudes, but collectively it was horrifying. I was ready to walk out, but my friend wanted to buy a raft and was willing to pay full price.
Would they take the raft down so we could see it. NO. Could we look at it to see if it was the right size for the kids. NO. No seemed to be the only response and snarky disrespectful growls didn’t win any points.
We took the raft home and my teenage niece told us how to fight back.
“Click on their Ad words and tell all your friends to do the same,” she said. “It could cost them thousands.”
At first, I chuckled then thought about it. She was right. If there’s an ad campaign for their company and they’re spending money on Google Ad words, she’s got a point.
I didn’t do it and suggested to the entire family and CEO friend who was irked as well, to let it go.
Truth is: One angry customer who felt violated, ripped off and annoyed at disrespectful lip service and attitude could cost a business money, and lots of it – especially if the business is buying Ad Words.
My take away from this experience and advice to small business owners? Spend time in training and adopt an attitude of “How can I help you?”
We travel frequently and visit top hotels and restaurants (at great discounts) and companies who care spend time and money training their staff – to make a positive impression, keep a customer for life and create an experience that makes them feel special.
You don’t have to be a top hotel to do this – you or your company can have great customer service.
Hey, no one’s perfect. But from my experience and other’s feedback, this raft store on the shore of America’s oldest summer resort in America doesn’t give a hoot.
I wish they would.