Comparing Small Business Customer Service. How is it where you are & have been?
By veganbliss
@veganbliss (3895)
Adelaide, Australia
April 5, 2013 7:40pm CST
Even within this country, there are vast differences between how small businesses serve their customers in each region. Travel up north a thousand miles or so, & even in the capital cities, you're bound to experience a totally different approach to what we have down south here. I think each one is representative of the people in that particular region or climate. I'd like to know which one you prefer & why, or if you like different approaches for different situations, like when you're a tourist in the area or when you know what you want & just want to get in & out as fast as possible.
One style in particular I always seem to get, over many, many years, whenever I visit Brisbane, the Gold Coast or any of the more northerly cities - & especially more regional centres is the "laid-back" or "let do" approach. In this instance, those serving in the store refrain entirely from any pro-active advances towards incoming customers. What I mean is, they just leave you alone entirely, not acknowledging you're even there & believing that if you need them for anything, you will first seek them out when they aren't busy & ask them what you want. This is great for browsing or when you don't intend to buy anything or when you are just mesmerised by their displays or when you like to get a feel of the place first. Using this style, the assistant can easily gauge how much personal space a customer is comfortable with & aims to respect it. In Australia, personal space differs greatly between everyone & there's often no telling who's who, but it is often of paramount importance to get this right. Too much & one will seem disinterested & customers may feel insulted in extreme cases; too little & one feels invaded & extremely uncomfortable. Growing up in the country for half my life & living the other half in the capital city here, I'm pretty comfortable with either.
Down here, in a more temperate climate, & along 'similar lines of latitude places' like New Zealand, we get a more "in your face" style of customer service. Shortly after the entrance alarm sounds, you're acknowledged by a nod & a smile from the nearest assistant. If they're not busy, they will come right up to you & ask how they can help & attempt to persuade the customer to buy whatever they seem interested in. If they are busy, they will do their level best to un-busy themselves as soon as they are able - even talking past the customer they're serving currently in order to do so. And they will more often than not try to up-sell (eg. "Would you like fries & a drink with that?" or "now, you're going to need one of these & one of those with that because...").
So, I'm interested to know which style have you experienced most where you live & where you have travelled & which style you prefer when you're travelling & from your local stores.
3 people like this
4 responses
@HebrewGreekStudies (1646)
• Canada
30 Mar 16
Here it's not really uniform and depends on the purpose of the store, like specialty goods or not. Generally people are given space, because it's usually assumed that if it's a specialty store, the person has an idea of something but needs to look around. Truth be told, where I live, aside from the malls, it's mostly the larger shopping chains like Walmart etc. The places that try and up-sell are coffee shops pushing new products, or some gas stations trying to get people spend their points rewards they just made on a purchase. I should note, I'm in Canada, so it's a cold climate;).
1 person likes this
@veganbliss (3895)
• Adelaide, Australia
30 Mar 16
Thanks. I haven't been to Canada before. Have you traveled elsewhere & compared customer service?
1 person likes this
@veganbliss (3895)
• Adelaide, Australia
31 Mar 16
@HebrewGreekStudies Good Call
Any travel plans in the near future?
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@HebrewGreekStudies (1646)
• Canada
31 Mar 16
@veganbliss really only within Canada and the States-in the States it did seem more pronounced but it seemed to be more reflective of size of local then climate. However, my experience in regards to that is perhaps too limited and even first impressions can be somewhat misleading and influenced by other factors.
1 person likes this
@just4him (317089)
• Green Bay, Wisconsin
30 Nov 15
Interesting customer service. We have the more in your face customer service - acknowledging you as soon as you walk in the door. If I had a choice of customer service it would be to be acknowledged, but stand off and let me do my own shopping and if I need anything, I'll ask.
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@veganbliss (3895)
• Adelaide, Australia
1 Dec 15
Well, I guess that just proves my theory then, whereby it's more "in your face" in colder climates & more laid back in the tropics. Nowadays, stores of all sizes are tending to store more & more data on customers, so I imagine we would experience a more tailored response from the moment we enter the store in the future? It seems to be heading in that direction.
1 person likes this
@just4him (317089)
• Green Bay, Wisconsin
2 Dec 15
@veganbliss either that or it will all be online.
@veganbliss (3895)
• Adelaide, Australia
2 Dec 15
@just4him
It sounds like A++ rating customer service in-store will be the deciding factor in whether we shop online or in-store. That, as well as time delay in getting a satisfactory product in your hands, set up & working, doing what you want... as well as a good returns policy & better product info + support. It's almost a battle of humans versus robots in the fight for your dollar!
1 person likes this
@urbandekay (18278)
•
6 Apr 13
I am reminded of a certain small engineering supply shop I used to frequent, funny of chap ran it and would always appear impatient with my lack of knowledge and small orders. There was also an old engineer that worked in there, who was so helpful, in a rambling way, he once even came to site to advise me on something. Anyway, after I had been going in to this shop for about 20 years, suddenly the owner greeted me by name and became friendly and helpful.
Another time, I'm down in the West country and I order a pint of the local scrumpy, a man standing next to me at the bar, says, "I'll get that" and introduces himself as the maker of the cider. He draws me a map of how to get to his yard. I went there a few days latter and bought some more and some farm made cheddar that was delicious. Numerous over consumables both legal and illegal were also proffered. As I was leaving the chap explained that he also ran a truck haulage firm and could drop off scumpy or cheese at my house should I so wish. Now that's what I call service.
Compare it to the service and empty blather you get from big corporations,
"Press 1, if you wish to enquire about...
Press 2, if you wish to speak to an idiot
Press 3, if you wish to leave your details so that we can never all you back
etc.
Big companies that have given me very good service include, Fist Direct bank and the superb, National Farmers Union Insurance Company.
all the best, urban
@veganbliss (3895)
• Adelaide, Australia
7 Apr 13
The exploits of Urban never cease to amaze me!
So, I understand that it's less about the style of service & more about the willingness to serve & relevence of the services / products offered? And servicing the needs or potential needs of the person has the higher value? Perhaps tough economic times has dictated to small business that they really need to "get back to basics" & treasure every customer no matter how big their purchasing volume is.
I've not heard of "scrumpy" before today.
@veganbliss (3895)
• Adelaide, Australia
8 Apr 13
It seems I have such a lot to learn about England!
Yes, that's horrifying, but the early German settlers down here did a lot of things with raw meat too that are also not to my liking. It looks like marinading to me.
So, is the spelling of it "scumpy" or "scrumpy"?
@urbandekay (18278)
•
8 Apr 13
Scrumpy, other variants are my error. I am guessing he German settlers made something like the Biltong that so beloved of my wife
all the best, urban
@maximax8 (31046)
• United Kingdom
6 Apr 13
Hello Vegan Bliss. Today I took my two children to two garden centers. The sales talk was in my face very much at the small garden center. We were totally left alone from sales talk at the larger garden center.
When I go to London I find the sales talk is ever so much in my face. I once said that I want to be able to choose which backpack I am going to buy to a very pushy shop assistant.
@veganbliss (3895)
• Adelaide, Australia
7 Apr 13
Thank you maximax8.
I'm also very much interested in the customer service you have received in all the other countries you have visited all over the world. Are there any that stand out over & above the others?
All The Best.