When Poor Customer Service Happens


“The greatest definition for concentration I ever heard is, “Wherever you are at, be there!” ~Jim Rohn

While attending a conference, I was checking into the hotel. The clerk behind the counter was nicely dressed and looked professional. She asked my name and proceeded to check me in.

As she was going through the motions of doing her job; that is getting my room, I asked her a couple of questions. She answered, but never looked up at me. When I asked where the coffee shop was, she just pointed and continued to look down.

She barely glanced up when she handed me my room pass and said to call if I needed any help. As I walked away, I couldn’t help but wonder what might be going on with this young lady.

I am sure she must have had customer service training to be working a front desk position.

This experience made me think of the possible times that I also have been distracted when interacting with customers. I know I felt that this woman really did not care about my stay by the way she acted. Do I make my patients feel this way when I do not give them the attention they need?

Experiences like this are good for us to encounter as they cause us to reflect on our own behavior. I know this experience has made me more aware to be there in the moment when I encounter those who come to my office.

If you have an unpleasant or unsatisfactory customer service experience, find the lesson to be learned from it and take it back to work or home with you. No one likes rotten service.

There are many lessons to be learned and re-learned each day, just be on the look out for them.

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