Customers, prospects and their companions are not compliance issues that need to be corrected based on arbitrary rules. Nor are employees. In fact, excellent customer service and happy employees go hand in hand. You simply don’t get one without the other. Ask Charlie Mitchell.
Source: Purpose Unlimited. Link.
The station manager could have turned his encounter with Charlie and me into a positive customer service experience. He could have given Charlie a pat on the head and told me he was an exceptionally handsome and intelligent dog (which he is). He could have introduced himself and thanked me for my business. He could have taken the opportunity to get acquainted and learn more about my business and how he could better serve me. He could have done all of that and then politely let me know his policy about dogs in the Post Office. I would have graciously thanked him and walked away impressed. But I don’t think he even thought of me as a customer. I was a compliance issue that needed to be rectified. And I left the Post Office feeling rectified.
INSIGHTS: If your customers don’t seem satisfied, look inward. The attitude that creates excellent customer service comes from the top. A good part of superior service is to help people and their animals feel better. It’s something at which animal health pros excel.