It’s a fact. Customer service in Jamaica could use some improvement. Okay, a lot of improvement. The practices of some businesses are definitely anti customer service and really go against any public pronouncements of being ‘customer friendly’.
Managers, here are a few things you’re doing that may be driving customers away.
1. Late Opening
There’s nothing more upsetting than rushing to a store before work only to find that the doors are closed AFTER opening time. Seriously, if you say you open at nine, open at nine! Small businesses especially are guilty of this. 9:05am is not 9; 9:30am is not 9; and 10am is definitely not 9! Resources may limited but it’s about honouring your word and showing respect for customers’ time. Opening on time gives customers the convenience to schedule a quick run before work knowing that you’re open and prepared to meet their expectations.
2. Early Closing
This is just as bad as late opening. In 2014, few businesses, particularly retail, should have opening hours that don’t offer the convenience of opening at least an hour after regular office hours. Closing before 5pm means you’re missing out on customers who can’t the leave office during the day. Even worse is closing for lunch DURING popular lunch hours which is the only time some office workers have to run a few errands. If resources are a problem, open earlier or close later in the day to offer more convenience to customers.
3. No Assistance
This is a pet peeve of mine. On one hand, you walk into a store and three people keep asking if “yuh gettin tru” (that line needs its own blog post). But walk into another store and workers are standing around, chatting, packing stuff, doing everything except offering assistance. Or you end up walking through the store looking for an employee to ask a simple question about a product and when you do find him/her, the person is of little or no assistance whatsoever.
4. Security Trolling
Okay, I’ll admit it – the security guard is a necessity in business today. But does he have to be breathing down your neck while you’re trying to shop? How about investing in security systems that can watch for shoplifters discreetly? Thankfully, some businesses are doing it right. Having the security guard open the door and greet customers on entry is a welcome practice I’ve seen in a few places. I’ve even had a security guard offer suggestions on the purchase and answer questions the store clerk couldn’t answer!
5. The Bathroom Lock
Fast food restaurants are mostly guilty of this. And though it’s understandable that they’re trying to protect their facilities from unruly vendors and streetside hooligans, some are doing so at the customer’s expense. I can deal with asking the cashier to unlock the restroom; but telling me I need to make a purchase and show the receipt is not going to happen. I’m not going to be subjected to an interrogation in order to use the restroom of a business I’m patronizing. And unless I’m a known nuisance to the establishment, neither am I going to prove that I’m there to make a purchase before I’m even allowed to wash my hands.
These are just a few anti-customer service practices that Jamaican businesses are guilty of. Can you think of any others?