The Lost Art Of Service

Last week I went to a store where I walked aimlessly in search of someone to help me find what I needed. I had money to spend, but walked out because I was so incensed that no one cared enough to assist me. This is a scene that is repeated over and over. It is a scene that seems, to me, to be on the increase no matter what store or service I need. What is happening to service and why is it becoming a lost art?

Here at SSCS we have built our business on service. Service is what differentiates us from our competition and is what makes our company so special. Service is an art that needs to be practiced, daily, to ensure that we perfect it to the point that it is second nature.

It is not uncommon to hear people complain how they were treated (or not treated at all) and how they want someone to care enough to help them. Why is it that we must wait in line for assistance when there are more employees, standing around, than customers? Why must we stay home for half the day to wait on a service person because they cannot call us one hour before they arrive? Why can't we take our car in for service without feeling like we have to prepare for battle? Why can't companies teach their employees that good service retains good customers? Is it because they just don't care?

Training the employee to provide good service is necessary to make the customer enjoy their interaction and to ensure that they return. Remember the last time you had bad service at a restaurant. Did you return to endure another frustrating night or did you find some place that the experience was fun and rewarding? Providing computer maintenance service is no different than any other service. Here are some things we can do to improve our service:

• Smile-When you smile at the customer when arriving it puts everyone at ease and shows the customer you enjoy being there to assist them. I, for one, am put out if I am greeted by a scowl. I immediately expect that my experience will be negative. A smile will also exude confidence that you are going to help them.

• Listen-It happens too often that you try to explain what your needs are and the customer service person is too busy telling you what it is you need. Listen to the customer and really try to wait until they are finished before responding. Reiterate what they said to show them that you heard what their needs are. Address their needs and let them know that you have a plan or that you will get back to them with one.

• Inform The Customer-Never let a customer guess what your are doing. Always inform them, in a timely fashion, what you are doing and what you plan on doing next. There is nothing more irritating, to me, than to call requesting information on the status of my service request and get no intelligible response. Worst than that is to get no response at all!

• Say Thank You-This is one part of the art of service that seems to get lost. Maybe it is because it is the last thing that closes the loop. I am always appreciative of someone telling me thank you for my business. I had a choice where I was going to spend my money and when they understand that and thank me for it I can guarantee that I will be back.

• Understand The Importance Of The Above-Learning the importance of all the facets of providing good service is necessary to give good service. It is arrogant to assume that longevity in the business, reputation or being the incumbent is enough to provide good service. Never stop learning and using what makes a service experience enjoyable.

Let's celebrate, together, this great American holiday. When we share this day with our loved ones and wolf down those dogs and drinks let's also remember those who made this day possible and those who are still out there protecting our freedom and country.

2006 Sales Contest Update

Another quarter has passed and another winner of the sales contest emerges.

SSCS is a proud company that is built on providing the highest quality of service at the best price. Value is what we call it and being able to sell it is a privilege. Our service department makes selling maintenance contracts enjoyable. Sales people have a reputation for stretching the truth and promising things that cannot be delivered. However, here at SSCS, selling a maintenance contract is honorable. There is no lying when we tell the customer that the person who responds to your site will be the best service engineer that you have ever had the privilege of knowing. When we promise that all the customer's service problems will be repaired without finger pointing, delay, or with a bad attitude we know we will keep it.

It is therefore my privilege to say that any sales person that wins our sales contests have the benefit of the best product in the world. Without any delay, this quarter's contest winner is Mark Havens!

Mark is a veteran sales person and possess the skills and attitude that has made him a leader within and outside the sales department. He is articulate and conscience. He is likeable and professional. He is one of the best!

Not only has Mark won this quarter's sales contest, but also he is a winner in life. He and his wife, Christine, were blessed with a baby girl, Lauren Brooke! Both are doing great!!!!

Congratulations Mark on being a winner!!!