Reputation COUNTS

 I’m always struck by how small actions can positively or negatively impact how a person is perceived.

For example, I stopped in a grocery store to get salmon for dinner.  At the seafood counter, I asked for one pound.  The employee helping me put two small pieces of fish on the scale and told me the weight was 1.5 lbs.

When I said that was too much, he shrugged his shoulders and said that was the weight.  I continued to stand at the counter and after a few minutes he took one of the pieces and cut it in half so that I had close to one pound.

His way of handling the situation was an example of poor customer service.  If instead he had used common sense and immediately taken one piece of salmon and cut it in half, I would have been pleased.  If he had said, “Sure, let me cut one piece in half for you,” and he said it with a genuine smile, I would have felt his service was exceptional.

The end result was the same; I was given one pound of salmon.  But instead of having a good impression of him, he became an example of what not to do.

Tags: Customer Service //