With so many businesspeople subscribing to this simple yet dynamic philosophy, why is it that customer service seems to be deteriorating in this country? How often do you hear people complain about poor service at a restaurant, or that they couldn’t find anyone to help them in a particular store, or that the store clerk had no knowledge about a product in which they were interested? The usual excuse you hear is, “You just can’t find good workers anymore.”
I don’t buy into this lame excuse! To the contrary, I think the problem of declining customer service is a management issue that has its origins in poor training. If service is poor, it’s most likely due to poor management.