Yesterday I was having a cup of coffee and a slice of blackberry cake in a coffee shop downtown Savannah. When everyone else finished their drinks and snacks, they left the plate and cup. Not me, no, I pick up behind myself, so I took my plate and cup to the front like I always do at such places and offered it to the person behind the counter. Now, a person who has a scintilla of service running in their veins would have accepted the plate and cup, thanked me and smiled.
Not this person posing as a customer service employee, no, she looked at me, slightly annoyed, and said, “Actually, would you take that down to the end of the counter?” I started to ask her if she wanted me to wash it, too. I just laughed and took it down to the end of counter, knowing no thanks was forthcoming (and there wasn’t).
This is an example of someone wanting a paycheck with no clue what it means to provide customer service. Did I get my coffee and blackberry cake? Yes. Was it good? Yes. Will I go back? I doubt it. The reason I won’t go back is because I can get the same good coffee and cake down the street with better, more personable service. I tried this place out and it failed to make me want to go back.
When I hear people confidently say about our profession—“I’m in the business of selling homes, dammit, not in the service business or socializing business or friend-making business, but the home-selling business!”—this appeals to my Hulk Hogan side, but it also leaves me unsatisfied with the posture.
Two people can be good at selling homes, yet one will be successful long term and the other will fade away into obscurity and mediocrity—why? Because of service. Continue reading this post