I wanted only to deposit one check and cash another. It took an inordinately long time at the teller window. When the supervisor helped the teller do an override, she asked me “And how are you today?” - Easier for Whom? | Sanborn and Associates - Customer Service/Golden Rule
Sanborn tells the rest of the story and recounts how he did not have an ATM card with him for identification.
He received this response:
Those words tell all.
If I am waiting on you, the customer and us is me then I am already starting the process of decline in business. The moment my service becomes about my convenience, profit, well being, peace of mind, or anything about me, I have lost my purpose for being in business and I will eventually lose my business.
But this seems to be a trend. Us-based decisions seem to be trumping all manner of you-based concerns.
I have been writing about the call to renew civility in our society and I think we can start anywhere as long as we include commerce and business.
What if we take a YOU approach?