Sample Manager Article
The Power Of Saying Just Two Little Words
My mum has just recently retired from work.
She is 77 years old and has been working three afternoons each week at a local supermarket.
Some of you may recall me telling you about some of my mum's customer service experiences in the past.
One of the things that really amazed me was how customers would phone her at home to find out which days that she would be working. This was because my mum helped other elderly customers with their shopping. And her regulars wanted to know which days that she would be working, so that she could help them.
Mum's last couple of weeks at this store were brought to a hasty end by illness. And so, instead of going sick she telephoned the store and wrote to the manager suggesting that her retirement date be brought forward by two weeks.
A few days later, mum received a little letter in a plain brown envelope. It simply asked if she could return her uniform and her staff discount card. My mum was so proud of her work in this store.
She was extremely well-known by the customers and the other employees.
And she gave them nine years of loyal service.
But since her retirement there is one little thing that is really eating away at her. Something that she tells me about every single time that we speak!
You see, nobody bothered to say, thank you.
No letter from the manager.
No little thank you card.
Nothing.
In fact, her customers and colleagues don't even realise that she has retired.
I think that Mum is so upset about this that she would actually shop at another store now, if she were able to.
Thank you is so important to both our internal customers and our external customers. And it should always appear spontaneous. But it needs little systems to make sure that it is never forgotten.
Have you forgotten to say thank you lately?
Derek Williams is creator of The WOW! Awards™ an International Professional Speaker and Chief Executive for the Society of Consumer Affairs Professionals in Europe. For more information about Derek Williams visit http://www.MrWow.co.uk For The WOW! Awards (including access to a FREE customer service newsletter) visit http://www.TheWowAwards.com Article Source: http://EzineArticles.com/?expert=Derek_Williams |
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