Shopping at a local supermarket on Sunday I received great service from a new checkout person.
This was a bit unusual; not used to getting a smile and cheerful service.
It was at that moment I thought, why don't they have a simple touch machine where after the transaction you
can rate the service, 1 to 5 stars.
I would have loved to give her five stars.
Imagine that, a small touch screen device, where you can rate the service in a second. The system then records the rating and at the end of the day the staff member gets their average rating.
The staff will realise that yes they are instantly accountable for each and every customer interaction. Imagine that accountability?
Stores do still use mystery shoppers to ensure high standards but those are once every so often. Imagine the attitude change if they were held accountable at all times.
It would certainly provide a benchmark to lift the bar.
It is great for employers as well as they get instant feedback on staff from those that matter - their customers.
In turn they can reward their best staff and explore ways to help lift the bar for the under performers.
Once they start collecting data analysis on time of day, day of the week and month by month performance could also yield further information and provide early indicators of upcoming problems.
It also signals to your customers that 'yes you do care' and that you are listening. Customers feel respected as their opinion and input is valued.
It also lets them reward those that provide outstanding service to them but also makes them consciously think about the level of service they receive.
You could quite possibly already provide a high level of customer service but your customers do not realise it till you ask them.
Not sure on the cost but it would be worth a try! It could be implemented into eftpos machines thus leveraging an existing system.
This one little thing could change the whole customer service experience.
What customer service stories do you have that you wish you had been able to rate the person serving you?
- Ben Young
