We have this old traditional market hall at Tampere where people sell different kinds of delicious goods, like cheese, sausages, breads, cakes etc. Maybe you still remember a place like that? Altogether, it’s a place where you can still bump into some rarities, for example to customer service.
I found this odd culture, still not yet extinct and would like to represent some of the lessons we all working in sales or doing some kind of customer service work should learn from them.
I agree these next couple of points about their style of service, made after careful empirical studies, can be hard to comprehend:
- They tend to look at you when you come to their counter. They are ‘there’.
- Often they say odd things like ‘Good day’ or ‘Can I be of any assistance’ before you stood there 5 minutes and looked stupid because no one’s even noticing you.
- They tend to small talk.
- They know their products and can tell you about them. Even without you asking.
- Overall, they make the event of commerce pleasant.
So my point being? In these times when every brand and company is trying to stand out from another: aren’t previous still the things that really matter and howcome many still manage to overlook them?
Shouldn’t we already forget repeating the empty phrases like ‘We are customer oriented company/brand/etc’ or ‘Our strenght is service’ [even if it’s not], and just start acting as our brand promise says? It can’t be that hard, can it?