I am all about personalized service and believe that it becomes more and more important if you want your business to remain relevant. I never believed in online shopping until I started shopping at huge department stores like Bloomingdales or Macys. It’s a challenging experience and you feel like that you need to be thankful to receive good and caring service, forget about the customer is king, here it’s the employee who is king and you can trust they make sure that you know by their attitude. I try to avoid asking for help as much as possible and now switched to online shopping just to avoid their customer service.
Is this the future? Are we moving to impersonal online shopping as the quality of service decreases?
I believe that there will always be a need for personalized service, as we will always feel the need to be understood and recognized and you can only receive this kind of service in person. But any business that doesn’t understand this will become irrelevant and will ultimately be replaced by uncomplicated and service oriented companies. This mindset of always putting the customer first needs to be exercised by the leadership and exercised at every turn. Most companies feel that customers need to comply to their guidelines and set ways of doing things, and their employees copied this mindset of entitlement and feel that they should educate their customers to do it their ways as noted in their company policies rather than accommodating them.
Whatever will happen, one thing remains true, the customer is king and keeping your customers happy will pay off. Your guests have a choice and if they’re happy with your services they will become loyal brand advocates. The power of this is unparalleled and even more so today because of social media.
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