I know there are good people out there...... just seem so hard to find people these days that will go that little extra out of their way to help.
I get plenty of compliments on my efforts to help in my casual job in a store. I like to help and I enjoy hearing that I have made someone's day brighter.
The boss and the "big" boss both want me to greet every person who enters the store (sometimes over 1000 per day but generally between 500 and 1000) whilst also serving at the counter, filling up stock, entering orders in the computer, answering the phone etc. I am on my own in the store with a call button if I need help. I don't jump on people as they enter but I'm happy to catch their eye and say hello. I find people either want to be left alone to browse or look like they need help. Gut instinct.
But no... I am pestered every shift to pounce on people and try to increase sales. I do it my way, and if they don't like it, they can hire someone else. I recently had the big boss actually plonk stock on the counter in front of someone I am serving in an effort to convince them to buy more. They don't see the eyes of the customer who is trying to buy what they have already chosen but I do see the reaction, and it is not good. It is embarrassing and it never works, and I firmly believe those customers will be lost forever. I would not go back to a store if it happened to me.
I don't know any of my friends who likes this hard sell and personally, I avoid shops that do it, so there is no way I'm going to do it to my customers.
Interestingly, a few weeks ago, I was being thanked by someone for going beyond the service they expected. I said "it is a shame the manager never hears this" and she said "I'll see what I can do about that."
A few weeks later, my immediate boss comes out of the back room and says to me "we've been nominated for some local newspaper award for excellent service. WHO would nominate us? (said in disbelief rather than being happy about it)."
Before I could say anything about "isn't that great" she went on to say "F%ck, now I have to fill in a bloody 17 page email questionnaire! I haven't got time for this *****."
I am amazed that the same manager who wants me to pounce on EVERY customer and the boss above her who actually wants me to walk up to every customer and try to sell, sell, sell could be annoyed that the shop has been nominated for a customer service award. I believe it was a direct result of my comment and the very pointed "I'll see what I can do about that" reply from that customer, but I will never know.
For those in business, would you be happy to be nominated, have a plaque in the store or would you just be annoyed at having to respond to a questionnaire? I was gobsmacked, but I will continue to give good customer service whether that translates into a sale or not.