I recently with a friend made a large purchase of technical equipment at a prominent Australian retailer. We had two staff members collecting the stuff and they could not have been more helpful. They even waited for us at the counter and helped us to carry all the gear to the car. They were chatting and and friendly and we couldn’t really have asked for any better service.
Same company different day. I purchased a single less expensive item. The sales assistant was obviously not that interested in the service that I received. I was given the product and pointed to the direction of the front counter and there was not time for any idle chat.
I am not complaining about either transaction. I am just wondering what a commission based sales structure does to customer service? Does it really motivate or does it in the end devalue?
This is not a blog about customer service but I am always interested in the attitudes that drive us. I could talk all day about some of the ways that people are treated by companies. I am left wondering about this company? It is very successful but has it missed something important?
Or is it just a reflection on society. That is the way we are treated because of the size of our purchase a reflection on the values that are important to each one of us. Or are we going to break out of this?
I would like to think that we can be different.
I think of the responses that I have received from Darren Rowse of ProBlogger fame. Early in my blogging career I wrote a couple of emails to him. I always received a response and it was always polite. I realise that my requests were not really valid but never was I treated in a way that devalued myself.
Darren’s blog is one of the most popular on the blogosphere and yet he took the time to respond to me at ChrisGribble.com. It gives me hope that there are people who are able to live differently to others. I don’t know him personally yet I appreciated the way that he has differentiated himself in this way.
Interesting blog, Chris. Couple of thoughts:
1. Is it possible that the good service came from the two people who were having a good day yet the poor service came from someone who had not.
2. For any of these people, if they are simply employees with no “skin in the game” is it pertinent to consider the price of the items that they served or is this simply perfunctory to their personal attitudes; and, is it possible that it reflects their own, self-imposed, status associated with how they believe others would value them based on the price of goods that they are charged with selling, albeit for the same hourly rate?
3. good to have you back, old man. the brew is bubbling wildy in anticipation of your visit.
Hey Bryan, I know that these people are paid on a commission incentive basis so I was aware that this was a part of their motivation for service. I was just thinking about developing a great service attitude because that is what we should all have whether there is personal gain in it or not.
I am aware that this is not the way that society works but it becomes more relevant when it is thrown back in your face in such an obvious way. Actually I didn’t mean to misrepresent the guy who sold the smaller ticket item be didn’t give bad service but in relation to the previous day’s experience it was at best neutral.