Courtesy And Consideration Keep People Coming Back

Lately, I’ve had mixed emotions about technology and the way our world has gotten in such a big hurry. Such anonymity has brought with it the downfall of face-to-face human contact and a lack of customer service. It seems the majority of people that I and others have had contact with are just too busy to be friendly. Or they simply don’t want our business.

Recently, I caught an error on my receipt for a dress I had purchased on sale. When I went back up to the cash register, the previously friendly clerk not only did not apologize, but she also became agitated and rude, even though she had made the error.

Another example, from a couple of years ago: My husband contacted three Northwest car dealerships regarding purchasing a new pickup with pre-approved financing through our credit union. No one was available at the time to help us, and all three dealerships took messages. We received one call back out of the three.

And last month, my brother was waiting outside a large video and book store with several other customers prior to its opening. The young clerk, who was in plain view, walked up at exactly 10 a.m., unlocked the door and walked away with her back to the customers who were entering the store. Whatever happened to a friendly greeting and “Can I help you with anything?”

We all have experienced being ignored, waiting for unreturned phone calls or seeing apathy among employees. I think part of the problem stems from not being taught common courtesies from an early age. Or perhaps employees are making minimum wage or are not satisfied in their jobs, so their attitudes reflect their dissatisfaction.

I always make a point of complimenting an employee who has been friendly and polite and makes an extra effort to be helpful. Letting the employee’s boss know also is always appreciated.

I run an insurance agency in a small town. Customer service is the only way we can distinguish ourselves from thousands of others offering the same products. Surprisingly, a lot of people will pay a price for that. Simple things such as returning phone calls and having a cheerful attitude can make a customer for life.

I consider every client who walks through the door a potential friend. Businesses can have their computers, voice mail and fax machines. I’ll take the human relationships any day.

MEMO: “Your turn” is a feature of the Wednesday and Saturday Opinion pages. To submit a “Your turn” column for consideration, contact Rebecca Nappi at 459-5496 or Doug Floyd at 459-5466 or write “Your turn,” The Spokesman-Review, P.O. Box 2160, Spokane 99210-1615.