What ever happened to customer service? Maybe you don’t notice it as much as we do because we’re on the road and experience it on a broader level every day. What happened to “Thank you” or “Have a nice day” when you order at the drive thru window? What happened to eye contact and attentiveness at the check out lane in a grocery or retain store?
Today, you barely get noticed when you go through a line. People are more concerned about talking with their co-workers than they are making their customers feel important. And, I don’t know about you, but when was the last time they actually got your food order correct at a drive thru window.
Yesterday afternoon, I had one of those experiences at a MacDonald’s in Statesboro, GA located inside the local Walmart. Everything in the place was so automated for “efficiency” that the “human” element had been forgotten or, at the very least, overlooked. Customer after customer placed their order only to be told “The ice cream machine is empty.” or “The shake machine is broken.” One lady brought back her lemonade because it tasted like “water.” So, instead of checking the drink machine, they just gave her another of the same thing! When she looked at them like they were crazy, the girl said to the manager,“The lemonade is coming out like water.” To which the manager replied, “I guess the machine is empty.” No one bothered to refill the lemonade, the ice cream or the shake machine! So, what do they get paid to do these days?
If Customer Service continues to have this much importance with businesses, then automation is definitely the future. At least you get a little attention from a robot!
Even in the area of “customer service” I believe the Bible has words of wisdom for us all. Paul wrote in Colossians 3:16-17 (The Message):
“Instruct and direct one another using good common sense…Let every detail in your lives – words, actions, whatever – be done in the name of the Master, Jesus, thanking God the Father every step of the way.”
When we consider every detail in our life – even the smallest thing – should be done with an attitude of thankfulness, it changes the perspective on how we deal with one another – even at MacDonalds!