It Wasn't Ghandi on Customer Service But the Message is Still Super Important

Wake Up Call
For Untrained Twits
Who Confuse Transactions with Customer Service.

Hi Fellow Business Growth Athlete,

I was having coffee this morning after swim training and my mate tells me the following tale of Twittism that riled me, stirred me up, got me to write this rant..

‘I was at xxxxx café down by the beach the other morning at about 5 to 7 looking for a coffee and breakfast and a catch up with friends.

(It’s one of our favourite places with a great view and in the past service has been pretty good. Either there is a new manager or they sound like they’re getting lazy… Taking their location as a guaranteed customer magnet instead of the overall friendly vibe I remember from last summer..)

My mate’s story continues…

‘I was 5 minutes or so early..

No other customers were there but there were two staff just hanging around.

So I go to the counter to put in my order..

One staff member says ‘we don’t open until 7…’

I go sit down and read the paper waiting for them to ‘open..’

The staff hang around doing nothing and talking to each other for another 10 minutes, by which time another 10 customers have arrived and now I’m in a queue.. he says..

I finally get coffee and breakfast at about 25 past 7..

As he said to me:

‘What is going through these people’s minds?’

‘Who trains them (or doesn’t train them..)?’