The Indifference of One Employee...

... is all it takes to be put off a business. This features higher than word of mouth, competition and dissatisfaction with the product.

Not only that but 69% of people leave a business due to poor customer service with product dissatisfaction at 13% and better prices elsewhere at 9%.

We need to look after customers and I have been one of those people who have left a business in the last month for the reason above.

I am a stickler for excellent customer service when spending my hard earned money so here is an example of why one member of staff and her indifference put me off returning to a place I was considering booking for a two night treat in the future.

The scenario: on the way back from our walking holiday in Scotland, we parked up at this lovely Scottish Inn that I had been following on Instagram after finding it because of a lovely Scottish word I was googling a year ago. We decided to go in the back door as there was a guy watering and the front flower baskets and did not want to get in the way. Unfortunately, we walked through the restaurant with our dog which I realised half way in that this was not great. As soon as we got to the bar, the person behind it told us off and said we should not have done that and come in the front. We were told were we could not sit and told to exit by the front door when we decided to leave. We ordered a drink, took in the atmosphere and then left. Although another staff member was very attentive and gave a great experience, I am afraid the first impression stuck. Whilst I was having my drink, I unfollowed them on Instagram, removed them from my holiday plans for next year and removed the link to their website in my favourites.

Now, if the woman had said the same but apologised that they should have a sign on the back door for customers with dogs so we don't have to be mind readers and said in a nicer way would be leave by the front door when we exited, I might have not deleted the organisation from my life. The tone she used and the power exerted in her manner was not great. Don't forget in communication tone and manner make up 93% of what people remember with words only being 7%! This is a great example of that!

And yet this week, I experienced a great customer service turnaround. I went for dinner with a friend and the member of staff serving us was so wooden to begin with and said we could not order two for one drinks in separate rounds.... they had to be ordered together. She did not go and even check with management. In the end it would not have mattered within the four drinks we ordered. She turned it around as she relaxed into the evening and was chatty and funny and really attentive and all round lovely member of staff who looked after us brilliantly. So I put on TripAdviser how excellent she was. I will be returning!

So you can see, how one employee can really make a difference to an organisation's reputation. Indifference or lack of care and thought to your manner, tone, communication and support will make a customer think twice about spending their money with you again or not!