I’m sure that when my grocery store management trains the cashiers to ask every customer, “did you find everything OK?” they believe this is good customer service. And it is if they actually do something about the response. That’s fantasy land at my grocery store.
Here’s how it really goes…after driving home at the end of the day, I hit the grocery store for some much needed items. Hurrying through the store I can’t find my favorite shampoo. What? It’s always there. I grab a different kind and head to the cash register. Cashier asks, “did you find everything OK?” “Actually no, you seem to be out of the SuperDuper Shampoo.” “Oh. Ok – you can stop by the customer service desk and tell them.”
Huh? I’ve just finished a busy day, need to get home, put the food away, cook dinner, hit a volleyball game, do some laundry, etc. You want me to stand in another line? Okay, okay, this may seem lazy with a capital “L”, but going all the way with customer service would entail having the cashier write it down and pass it to the customer service desk.
That’s the difference between Customer Service and Customer Servant.