The World According to Cachia

I was reading an article recently and its main theme was how courtesy [in the workplace] or the lack of it can cost you, and it made me think how this simple act seems to have diminished from work.   The article goes on to explain a scenario whereby the author was looking to buy a car and how a local dealership seemed disinterested… so obvious was the salesman’s distain that he totally ignored our hero to the point whereby she just left the car yard, and as you guessed it she went elsewhere.

I remember in my youth working in a Retail store, my manager would tell me that those customers walking in the store are $$$ in the register… go out there and greet them, be polite, enquire as their health, and make general conversation.   You don’t want them to feel hassled or hurried…nonetheless, you ensure they’re attended to.   Invariably, I would get the sale and the customer was satisfied with not only the purchase, but the experience as well.

Later in my career, I worked in much larger organisations, who thankfully understood the importance good Customer Service, and often I would here statements such as ‘you don’t get a  second chance to make a first impression’ or ‘if you’re not serving a customer, make sure you serve someone who is.’  

All very good and logical sentiments, after all, courtesy (or the lack of it) could not only affect your sales, but it could also damage your reputation.   Imagine a customer telling 10 friends, who tell their 10 friends [etc…] that the service they received from your business was less than satisfactory.   Soon the word spreads and your sales results plummet!!!

Sometimes you don’t know the customer is dissatisfied, because instead of telling you they ‘re unhappy, they simply leave and find a competitor who is willing to assist them… just as in the case of our hero…she went to another dealership, in another locality, who was only too happy to assist, and you guessed it, she bought the car!