To some degree I'm a customer service rep. I provide a service, and I represent my client's best interests. If I were to take one of those strength and weakness inventories, I would say this is my strength. In no way, do I ever have delusions that any of my business relationships or transactions are all about me. I don't think of any transaction in terms of winning or losing, what it will do to my "stats" or how good or bad I'll look. I figure doing the right thing and doing it well will ultimately take care of anything else.
Because of this outlook on my career, I am very sensitive to customer service in general. When I get great customer service, every one in my life knows about that company. Even something as simple as a friendly voice answering a phone can make me excited about that business. The opposite is also true. I wouldn't say I'm one of those statistical unhappy customers who tells 11 people, but if that business comes up I usually share my unhappy experience.
A new restaurant opened in my little town called Bistro 101. It's a big deal. We don't have a lot of restaurant choices. As one of those people who loves to keeps business local, I'm happy to have another place to go to eat in this town. Apparently, many feel the same way I do as the place is packed.
The problem with any new restaurant is that they have to work out the kinks. The staff needs time to learn the menu, the drink list, the flow of service. Bistro 101 is definately experiencing kinks, but thank goodness the chef and the manager are smart enough to do whatever it takes to keep us customers happy. I will honestly tell you our service was not great, the timing of food and drink was not the best---all things that are normal for a new restaurant. However, because of the way my party was treated, I still walked away thinking it was a great place to eat, drink and be merry and I do plan on returning.
The moral of my story is that in almost any customer service situation: it's not about you. It's not personal, it's not about you being right or wrong, it's about the person on the other end of the service. A little sunshine goes a long way. Even when there is a screw up (real or perceived), there is still an opportunity to leave a lasting positive impression if you just remember: its not about you.