What’s the cost of a smile?

I like shopping at warehouse type stores.

Chemist Warehouse. JB Hi-Fi. Bunnings.

You know, the stack ‘em high, sell ‘em low set-ups?

In doing so I actually feel as though I save quite a lot of money.

Unfortunately though, as a general rule, the customer service stinks. Does it really cost more to smile? To look someone in the eye and ask if they need assistance? To advise how long something might take? To say “Have a ripping day!”?

I think not. The only thing I can think is that these businesses are under-staffed, so everyone’s under the pump. But at least that way they can charge less.

What do you think? Am I being harsh?

8 Responses to “What’s the cost of a smile?”

1. becky ireland Says:
   September 17th, 2009 at 12:53 pm

   i think your being to harsh, the workers job is to take ur money and give you your goods in a speedy manner. so what if they dont smile and act excited!!

2. Tim Says:
   September 17th, 2009 at 7:40 pm

   I hear you Becky. I’m not looking for excitable staff…just a friendly smile, some eye contact…a touch of humanity. Working in a discounted means dropping prices…not smiles.

3. Jon Elbery Says:
   September 17th, 2009 at 8:03 pm

   I’ve always found the culture and service at JB HiFi is amazing. I had a major insurance claim referred to them and I was gobsmacked at the service from floor staff to manager to despatch clerk. I think their training ethos is amazing. Just wish I’d been a shareholder too

4. MadCoq Says:
   September 17th, 2009 at 8:12 pm

   You get what you pay for

   I hear ya … but I’ve also seen their prices higher than other stores, too (well, JB anyway) … so, not sure how your theory stacks up in that case.

   

5. KimberleyL Says:
   September 19th, 2009 at 7:29 am

   I’ve also been to stores where the wares are well overpriced and received the same lack of customer service as the discount stores offer. Good customer service has become a rarity in retail and hospitality which is a crying shame because no, it doesn’t cost the staff anything to smile. If anything, it may make the congenial waitperson some decent tips or prompt the friendly sales staff to receive a well deserved promotion.

   If everyone smiled more the world would be a better place.

6. Brian Leaning-Mizen Says:
   September 23rd, 2009 at 8:40 am

   I find that if I smile first the response tends to be a smile comes back. It’s easy to judge but often we as the customer bring about our own reactions, my experiences in all the places you mention are pleasant and helpful staff almost 100% of the time I shop, particularly Bunnings, they couldn’t be more helpful.

7. Get Business Online Says:
   September 23rd, 2009 at 9:38 am

   I hate that too!

   This situation is such a symbol of our times, because both customers and employees compromise by being there, while the owners of the business couldn’t care less as long as they make money.

   It’s a shame people are so unaware, though. I stopped working at one of the most prestigious consulting firms on the planet because that made me lose my smile. I’d never work in a job that makes me feel bad enough to frown at the people who help me make a living.

8. Bev Says:
   September 26th, 2009 at 12:28 pm

   Management thinks upside down (or, maybe I do!) but I see that wages are not paid by the employer; they are simply distributed by him/her.
   Wages are actually paid by the customer without whom there would be no revenue to distribute. Value the customer.

   That makes the customer the top of the tree when determining driving influence, profitability, service and satisfaction.

   Every organisation should consider the customer as their greatest asset. Adopt, nurture, assist, inspire, develop a relationship that retains the customer’s loyalty and respect. This is how business is built. Anything less is not business, it’s distribution, or it’s administration or it’s something else, but it’s not business.

   There is a tendency to place the lowest paid, and least trained employee in direct contact with the company’s most valuable asset. Does this really make sense? Why would anyone smile in this environment?

   Training the business to customer contact and acknowledging their real purpose and real value will build the employee’s self esteem, make them proud to hold such an important role and maybe they will smile.

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