Common Courtesy

How many times have you experienced when you purchased something from a store and the cashier does not say thank you? Worst of all, they just return your cash and stare at you as if you owed them money. With the current scenarios of social media applications on smart phones, you would have them looking at their phone and typing out replies instead of attending to their task immediately.

Unfortunately, it becomes less common for business operators to even have basic courtesy when you come to their stores. They don’t smile, do not greet and care the least, if you are going to possibly buy anything.

When was the last time you heard them saying:

Welcome. How can I help you?
Welcome. Please call me if you need any assistance or suggestions.
How do you do? Do you have anything in mind? Maybe I can offer you some suggestions.
Thank you so much. Do come again to our store. Have a nice day!
Thank you so much. Here’s the change. Is everything ok? Please come again.
Is there anything that you are looking for? Maybe I can help you.
You are a wonderful customer! We look forward to meeting you again.
Just give us a call anytime during our office hours. We look forward to being of help to you.
At a dining place: Good evening. How was your day?
At a dining place: Would you like to see the menu or want me to suggest the special set meal that we have arranged for dinner?
Please take the priority, to firstly serve a glass of cold or warm water for dining customers. In fact, even if you have a take away customer, ask them if they would like a glass of water. It’s common courtesy!
At a dining place: I will be back in five minutes to check on your orders. We also have our special dish of the day that might interest you.
At a dining place, when Count Dracula visits: Sure, we can accommodate your special request. I understand that you are allergic to garlic. I will inform our chef and make sure you will be having a safe and delicious meal today.

Common courtesy does not need special education. It was inculcated within you from young, either at home or in school. However, it is overwhelming indeed, that many of times, common courtesy is overlooked and ignored intentionally. Why? What is wrong with you? Is your arrogance so overwhelming, that just to say thank you becomes so difficult?

Put a stop to this nonsense. Be courteous. It is pleasantry and is not rocket science. If you are managing a business, no matter what you do, make sure you have inculcated common courtesy within your organization and emphasize on it. Most importantly, you show the same too. Lead by example.

Most customers today who is visiting any stores, restaurants, petrol stations, supermarkets and shops will remember one of two things; having good or bad experiences. They most often be going to places where, the people and the environment is more courteous.

In Malaysia for example, the petrol pumps are self-service. At exceptional petrol stations, you will be having an employee who may recognize you, greets you from afar, asks if you would like your windscreen cleaned. When you go to their store to get a drink, the cashier greets you. You frequent these locations for your next refill. Common courtesy can be addictive.

Similarly, when you decide to have a meal treat for the family, you end up visiting the same restaurants, many of times. It is not only for their meals, but the common courtesy, the owner and employees conduct themselves with. You do not hesitant to add additional service tips to the bill, because you are happy to do so.

In managing a business, you have to project yourself firstly, as a customer, not the service provider. You will need to visualize:

What are the basic expectations?
How you can improvise on supply and demand, whilst having profitability capitalized for mutual benefits.
Having an environment for the customer that provides comfort and efficiency.
Listening to customer feedback, acknowledging and making corrections to mistakes so that it will not repeat itself.
Contacting the customer, thanking them for the feedback.
Apologizing and not being defensive when the mistake is yours to own up.
Meeting a customer on time for a business meeting.
Replying a phone call with automated text features available on your mobile phone, “ Sincere apologies, I am in a meeting at the moment. I will call back shortly ”.
Switching off your phone or put it on silent mode when you are in a meeting.
Being respectful and attentive.
How to get returning customers and keeping them happy.
Having deliveries done timely and as promised.

Remember that you started your business because you saw the potential from your customers. Do not be ignorant about it. Your customers are your actual asset. So, prioritize your customer service with common courtesy.

It becomes pointless when you take the trouble to reply all your Google Reviews simply by saying, “ Thank you for your feedback “ when someone complains about your food quality or services. It looks like you are basically patronizing the reviews. Take the trouble to write better, offer the reviewer to speak to the Manager.

Do not be defensive. Listen to the feedbacks. At the same time, generate a promotion code for customers who had provided a good review so that they can use it the next time when they visit your business. If you are a restaurateur, you might offer a free desert, a starter or a discount of 5% for purchases about fifty dollars, for example.

Appreciating your customers bring repeat business. If you have had new customers coming from word-of-mouth business, you are on the right track indeed. You may be wondering how is this common courtesy, but it is.