Wednesday, November 30, 2011
Good Customer Service Still Exists
As someone who tries to embody good customer service, I have come to realize a few things...
It is apparent that in this day and age good customer service is a dying breed. That being said, it is also apparent that it is alive and well in some places scattered throughout my travels.
Above you will notice a picture of the Pilot Travel Center located just off of I-84 exit 1 in Sturbridge, Massachusetts.
As a big fan of the "Rockstar 2x" energy drinks, I often find myself here to purchase that very beverage. Energy drinks, food and gas here at Pilot are more expensive than many of the local gas stations I visit from time to time (most likely due to its location).
However I often choose to stop in for my caffeine fix here versus some of the other local gas stations because the customer service here is always very good and often times superior to other local gas stations.
All of the cashiers have been very kind to me and one in particular (Louise Vrabel) always greets me with a "good morning, how are you today?" accompanied by a smile and a compliment on the weather or recent events in addition to offering me savings on my purchase if there happens to be any good deals in relation to them.
This simple kindness and projection of positive energy and interest in customers well-being is something which I find lacking in many peoples approach to customer service these days.
The old saying "I may not remember your name but I will never forget how you make me feel" rings true in regards to all transactions from the gas station purchase to the signing and execution of a major managed print services contract.
This may sound trivial to you but I can assure you, a cashier who makes it a point to smile, take note of their return customers and make their short visit enjoyable is not always present in many similar establishments I have visited.
Another local gas station of whom I will not name has a couple similar employees...
They also have a gentleman who does his job well but simply does not poses a spirit of service towards the clientele. On numerous occasions one of his contemporaries has stopped me to ask if I would like to take advantage of "the buy one get one" deal on my preferred brand of energy drinks while this gentleman never even mentions the possibility.
It is only recently that he has made it a habit of saying "thanks" or "have a nice day" upon my exit, words of which it seems he has to struggle to get out.
While I hold nothing against this gentleman his demeanor is one reason I do at times choose to purchase my morning beverage from the Pilot store instead of the one at which he works. While the higher prices are enough to have me choose otherwise at times, I will often times choose to spend more for same product from a business who projects better customer service and positive energy.
Louise and the other cashiers quality of customer service at Pilot make the extra dollars worth it.
So if your ever in Sturbridge near I-84 stop by the Pilot Travel Center, the customer service alone is worth a visit.