A man without a smiling face must not open a shop.

A man without a smiling face must not open a shop.

–Chinese proverb

Upset

I took the day off yesterday. My family and I joined my parents at a WNBA game. Our team, the Tulsa Shock, won convincingly. After the game we walked over to a flatbread café and had a delicious lunch.

While sitting in the restaurant I spotted a familiar cupcake bakery. I’d been to this bakery in Oklahoma City a few times. The décor is an immediate wow. It’s a French inspired, pink crazed, whimsical pink boutique. The cupcakes are almost too pretty to eat, yet too tasty not to devour. The taffy is good too.

IMG_3338

As we finished our meal and took care of the check, I raved about the cupcake bakery to my mother and insisted that we stop in before heading home. My mother, fully satisfied from our flatbread, wasn’t interested in cupcakes. But I went on and on about the cupcakes, candy, trinkets and décor. Finally she gave in.

We walk into the bakery, nearly empty that time of day, and my energy of anticipation of sweet artistic treats matches the hot pink walls. With a big smile, I look toward the 3 employees up front behind the counter. No one makes eye contact with me. No one smiles. No one speaks.

That was a let down. So, I simply give my mother a tour, pointing out the party rooms and showing off some of my favorite treats. Employees are engaged in conversations with each other. After several minutes I catch up with my daughter and tell her how disappointed I am that no one bothered to greet us. She tells me noticed it too.

I was ready to grab to-go cupcakes for my entire family. And these cupcakes are not cheap. As you know, service is everything to me. Yes, the cupcakes here are freakin good. Yes, the hot pink walls and whimsical details are insanely beautiful. But none of this is good enough for me to ignore being ignored by the staff. So, I say to my mother, “The service here is pissing me off. Let’s go.” And out we walked.

My mother and daughter get me when it comes to service. I have to feel welcomed and a sense of warmth in order to trade my dollars for a product. As I walked out, I thought of the Chinese proverb:

A man without a smiling face must not open a shop.

Yep.

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myragolden

Myra Golden is an author, trainer and keynote speaker who has been helping companies for over twenty years to improve the customer experience through her customer service training workshops. Myra has a master’s degree in human relations and a bachelor’s degree in psychology, helping her to understand the challenges of developing the best customer experience as it relates to the psychology of the employees. Myra has helped Verizon Business, McDonald’s, Coca-Cola, Michelin Tires, Frito-Lay, Vera Bradley and many others improve the customer experience through her training. She was named one of the Top 10 Customer Service Bloggers by Huffington Post and she is the co-author of Beyond WOW!

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