Monday, April 27, 2015

Customer Service - Food For Thought from Capell Flooring and Interiors

We all have them:  horror stories of bad customer service.  There are the clerks who ignore you, the ones who are rude, or the ones who would rather be somewhere else – anywhere else – than helping you.

So what do you do when confronted with these paragons of unpleasantness?

You could match their tone and throw it back at them, but that generally escalates the problem and who needs more conflict?  It won’t change them and it won’t help you.

Next time this happens, try a more positive solution.  Smile, be friendly and polite, in short, turn the other cheek.  Who knows what your grumpy salesperson is dealing with?  Perhaps they are dealing with a family problem, work stress or a health issue.  Maybe their only vehicle just collapsed into a pile of rust and they’re trying to figure out how to replace it.

Now for sure, if any particular store has a long history of treating you badly, there’s a simple solution:  take your business someplace else.

But on a purely individual level, a little bit of kindness goes a long way.  The Golden Rule – do unto others as you would have them do unto you – can’t be beat for improving human relations.  Even if you don’t lift the other person up, at least you’re not allowing them to bring you down.  If we all acted this way it would change our world for the better!

Matt Capell
President of Capell Flooring and Interiors