To borrow a line from a popular radio personality-turned-corporate leader: “Is it just me?”
When I interact with the service industry, it feels like things have certainly changed since I started spending my pocket money in the early 1960s.
Let me share a few observations about service in the 2020s. You walk up to a counter or bar and the staff member asks you, “Are you right?” I feel like saying, “Are you and I the only ones here? If you haven’t served me, how can I be right?”
I have said that on occasion and received a very frosty response. So, I usually just think about it.
Then there’s the trip to the checkout, where they ask, “What have you got planned for the rest of the weekend?” I’m fairly sure that if I replied, “I have two days to live” or “I’m going to rob a bank tomorrow”, I’d still get, “That’s nice, enjoy that. Are you paying by credit card?” It’s hardly inspiring service, and it certainly doesn’t make me rush back.
Of course, there are exceptions. Hear Again Audiology at Currimundi recognised that I was probably in their target market after reading a column I wrote about being as deaf as a post and living with someone even deafer.
They contacted me to see whether they could help me communicate better with Old Mate, which I thought was very proactive. Their service went above and beyond. I still haven’t decided whether I actually want to hear her constant commentary or not, but it was impressive.
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I broke my glasses a couple of years ago, just after the retirement of my optometrist Brian Dreves (who certainly knew about customer service). So, I hesitantly went into Specsavers at Currimundi to see if the staff could fix them. They did immediately at no charge. These businesses get a 10-out-of-10 for hitting their target market.
It’s a bit like the BWS at Wurtulla, speaking of the target market. I’m going deaf and have failing eyesight but the tastebuds are still 100 per cent, and the BWS service is like an old-fashioned pub where you can have a joke, talk about the footy and go home with a smile on your face.
One of my old bosses used to tell me: “You have a $20m business building but if you have the wrong person at the front door, you’re wasting your time.”
Amen to that.
Ashley Robinson is Metropolitan Caloundra Surf Club CEO, chairman of Thunder Netball and a lifetime Sunshine Coast resident.
