How many times have you gone into a store, hoping to achieve something or receive some retail therapy, only to leave frustrated, angry, or disappointed? I am willing to bet that nine times out of 10, those feelings stemmed from a mishap on the service end of the experience rather than the products purchased or not purchased.
Of course, if a business doesn’t have a quality product, there is little hope for the business to “make it big” and find the pot of gold at the end of the rainbow. I mean, a shoemaker that uses felt for soles in the shoes to save costs will not be selling or making shoes for long! That being said, even the best quality products can leave a sour taste in your mouth if coupled with poor customer service. You may purchase that product again, but you’d find it elsewhere. Unfortunately, if you can’t purchase the product elsewhere, you will find another substitute. This is true across the board in consumer behavior. I would take a “good substitute” shampoo at another store than get the best shampoo at a store with poor service any day.
But, what about the opposite? Would you take less-than-perfect service for the best product?
However, there is always a niche product that you will deal with anything for to purchase and enjoy. For example, last night, my boyfriend and I went to his grandparents’ house to celebrate their 60th wedding anniversary. We were planning a pizza party from their favorite pizza place and a fondue party afterward. I made my almost-famous homemade brownies and fondue, and it was delicious! However, the pizza was not allowed.
Nope. Desallas Pizza is closed on Mondays.
Have you ever seen a pizza shop closed during dinner? I’ve never had Desallas Pizza, but I hear that they play by different rules. They make up the rules. Being closed on Mondays is just one example of one of their rules. There is nowhere to sit. They yell at you to order. The line is out the door. The shop is tiny with just a cash register and a pizza oven. No bathrooms. They answer the phone “What do you want?” when a customer calls for pizza. Even so, customers keep coming – They keep coming in lines out the door every single day!
And even so, my boyfriend’s family wouldn’t accept any substitute for the pizza party. Instead, they made leftovers and we got Chick-Fil-A on our way to their house. Instead of picking up another shop’s pizza at the dozens of pizza shops from our house in Point Breeze to their house in West Homestead, they opted to postpone our pizza party until a day other than a Monday soon.
It just goes to show you, customer service has to be good, but sometimes good doesn’t mean professional, cheerful or a certain number of rules. Sometimes good customer service is just different. For that, customer service must be refreshing.
Do you have a place with refreshing customer service – Unconventional service you wouldn’t dream of replacing?