Customers are turned off, not by the price of a service, but by apathy, carelessness and a lack of courtesy from service personnel. No business, be it a bank, restaurant, department store, supermarket, gas station or carpet cleaning service, is immune from the creeping paralysis of “don't care ism” that infects personnel dealing with the public.
Facing intense competition, greater emphasis must be placed on developing responsive employee attitudes. Lackluster results on balance sheets are matched by indifferent attitudes of people who come in contact with customers. The sourpuss syndrome among service employees is far too pervasive to be explained away as random incidents.
Service businesses that succeed in attracting customers and repeat business are noted for informed and helpful personnel. To develop this spirit, management must be willing to devote the time and money necessary to training that instills the knowledge, confidence and friendly, caring attitude indispensable to good customer service.
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