The basics . . .

I think that there are certain basic customer service functions that will always be important. Most businesses it seems don't share my opinion and have not found it important enough to maintain them as a part of their commitment to creating a successful transaction.

This functionality is retail based and certainly effects every one of us on a daily basis. I am referring to counting back change. When was the last time you can recall a cashier taking your money and providing you with your change in an organized manner instead of heaping it in your hand like a five year old that had just dug something out of their pocket?

Exceptional customer service used to mean above the existing bar. It still does. Unfortunately, the bar is being lowered and lowered and lowered each and everyday. Now I am a glass half full with room to fill it kind of guy, so I say that makes it easier for the retailers who focus on experience to raise the bar. Bar raising experiences now include smiles, helpfulness, courtesy and yes counting change.

Focusing on the basics and adding a few customer experience menu items will send customers out the door amazed and wanting to return. Now the only challenge is teaching the calculator generations to count.

Why all the mediocrity in customer service

Have most companies lost focus on customer retention or is it that they do not consider it an important cornerstone in their growth strategy? How many times each day do we find ourselves fighting for just the desired paid for outcome? How many companies do you deal with on an ongoing basis that provide not necessarily incredible service, but merely a "pain-free" transaction?

It seems to me that this regard for the customer is growing weaker and weaker each year. Sure there are some companies that get it; but most do not. I think that most would like to say they do but they are not driving this as the main staple of their company's culture.

Even if the company is not the driver; what is it about the workforce today that breeds this malaise and discontent with putting in a mental effort to be better than the next person? Are people today more comfortable with being perceived as mediocre? Are they like this in their personal relationships as well?

I believe there is a tremendous opportunity to pull each other up and separate ourselves from the masses just by pretending we are the one asking for help and doing what we would want someone else to do for us; or better yet what someone else would do that would make us take notice and say "wow"!

What are you doing to provide great customer service in your life?