8/23/11

Nice Guys Are Always First In Customer Service Arena

Did you hear about the latest study that showed that “disagreeable” people in the workplace made more money than their more amenable coworkers?  Apparently, if you’re tough to work with and a man, you’ll make $10,000 more than your fellow male peers.  If you’re a woman and tough to work around, you’ll make $2,000 more.

Doesn’t that just seem wrong on so many levels?  I wonder if it’s a similar correlation to the theory some folks are falsely operating under that to be negative is to appear more intelligent or sophisticated.

I don’t know about you, but negativity and hatefulness repels me.  I’ve been mocked for being a Pollyanna and have stared back countless eye rolls when asked how I was and I’ve replied “awesome.” I can’t help but also think that organizations that pay disagreeable employees are either sure that those individuals have no contact with customers or they’re confused as to why they’re losing money.

I love a deal.  It’s great when I’ve found a good bargain or “stacked” some coupons in a shopping trip, but no matter how good the deal, if the employees of a store are rude, I’m not going back.

Fortunately, we have some incredible folks working in Neosho.  They may be employed by national chains, headquartered thousands of miles away, but these individuals still conduct themselves as our friends and neighbors.

A good example occurred earlier this week at Lowe’s.  The Marble homestead remodel has moved upstairs.  As I wrote about recently, the twins repainted their rooms.  Our attention has now turned to carpet and window coverings.  We’re nightly visitors at Lowe’s.  Some nights we don’t buy anything, but look at various products, trying to get a read on what appeals to two fifteen-year-olds.

On our last trip we were ready to make a window shade commitment.  Our plan was simply to purchase the blinds and leave them for sizing.  But within minutes “David” was at hand ready to cut them to order while we waited.  He and Big Al enjoyed a chat about fishing and fathers; David has just spent the day fishing with his father, and had scheduled a night shift to catch up on hours.

Within a few minutes we walked out with three set of custom-cut shades and a pretty good feeling about David and Lowe’s in general.  Good customer service and kindness always win the day. 


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