I’ve just got back fro the US and every time I visit, I’m reminded what great customer service looks like.
I can never work out if it’s just the way the Americans are or if they are very well trained and incentivised. To the reserved English, the glowing friendly and outward American can however seem OTT.
I’m sure the tipping culture provides some focus but it’s much more than that. I had plenty of occasions to think that they are altogether more positive, friendly and polite than we are, it’s not every country where two young snowboarders would ask if I minded if they drank a beer on the chairlift (although it didn’t run to offering me one) however, there are plenty of folks in the UK who have good manners too – I suspect that there are just a lot less of them.
There are so many instances where I am underwhelmed by the service I receive in the UK that my default expectation is to be disappointed. How fantastic it is therefore on the rare occasions that I am overwhelmed, and how many people do I then tell about it – I can’t stop!
If this is the case then why don’t more companies on this side of the Atlantic give stand out service – it attracts a growing legion of brand advocates, is the best form of brand development and is just good practice. Standout customer service has to be a major focus for every business that wants to succeed.
