Do you value your customers and treat them with respect, or take them for granted and treat them with contempt?
I recently decided to join a gym and as I toddled off for my very first session I was more than a little nervous about the whole experience. As this was my first visit I expected to be personally greeted and shown around the facility, shown how to use the equipment and basically made to feel welcome. Did this happen? NO!
I wandered around the club clearly lost and uncomfortable, spent 45 minutes fumbling with the equipment and trying to do something resembling a workout, and then gave up and – feeling completely inept – left and headed to my car.
This is where things got even better. Tucked under the windscreen wiper of my car I discovered a scribbled note that was both abusive and utterly offensive. Apparently, in my nervous state I had managed to enter the car park from the wrong entrance (although on closer inspection afterwards no entry/exit signs, or in fact directional signage of any sort could be found) and this person had taken it upon themselves to scrawl a disgusting note rather than politely approach me and point out the errors of my ways.
So, what do you think, is this any way to treat a paying customer?
I certainly would never treat one of my clients this way, and I would like to think that this is not becoming the norm. With so much competitiveness in the market at the moment, shouldn’t we be looking to attract and retain as many customers as we possibly can?