Yesterday I went into a corner shop to buy a newspaper. The woman standing at the counter was muti tasking, talking on her mobile phone whilst, at the same time, chewing gum. When I went to pay she didn’t look me in the eye, she just stuck out her hand and took my money
She didn’t even grunt at me
It was a five second interaction and I walked away from it realising that I was just a chore that she had to deal with
If I am dispassionate the newspaper was perfect and I got it at the right price without waiting
But I am never, ever going back
You can have the sharpest business processes in the world, failure free, 100% reliable, low cost, but unless your people are engaged in what they are doing you are just wasting your time
- Do you select people to provide brilliant service?
- Do you train people to provide brilliant service?
- Do you empower people to provide brilliant service?
- Do you reward people who provide brilliant service?
Don’t open a shop unless you like to smile ~ Chinese Proverb
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Image by Dolly737_2007