Why There is Lousy Customer Service by Gitomer

So let’s get back to the question at hand. Why does lousy service exist?

Who is responsible to make great service possible?
Who is responsible to make great service happen?

I always ask people in service positions, “How’s it going?” Most people respond in some negative fashion. Statements like, “Well, tomorrow is Friday!” or “I’ll let you know in two hours when I get off.” or “You’re kidding, right?”

These are losing, self-defeating statements. Statements made by people who fail to understand that doing their best, having a great attitude, and having a high sense of personal pride have nothing to do with the job. They have everything to do with who you are as a person.

Most of the front-line servers are in low-paying positions. When you combine that with our “feeling of entitlement” workforce and with training that’s all about the company, with a smattering of, “smile, greet the customer, thank the customer,” you have a perfect setting for mediocre or lousy service to occur most of the time.

About now, you want answers to this dilemma. I have them. They revolve around four words you already know: positive attitude and personal pride. But there is way more to these four words than your known definition.

Positive attitude and personal pride hold the key to your success, and they will be discussed in-depth next week.

Thanks to Jeffrey Gitomer, and who I totally agree with about personal pride and positive attitude.