Today I sent an e mail to Central Trains Limited naming and complimenting a member of staff in the ticket office at the local railway station for his kindness and efficiency and the way he personifies excellence in customer care.
I cannot describe it, but some people in front line customer care positions have that little’ extra’ and it shines through. This man has that intangible quality.
It made me think that maybe we should do more complimenting staff for delivering excellent customer care.
Customers often complain when things go wrong and that is fine – in fact I encourage people all the time to complain if they do not get the service they expected.
What we probably don’t do enough of is offering praise and compliments when we receive good customer care.
A simple e mail, a phone call, or even better, a short, handwritten note is worth its weight in gold to the recipient when a customer feeds back their gratitude.
I can see the cynics saying – ‘People are just doing their job and we should not thank people for doing something they are being paid to do.’
I don’t agree with the cynics.
So many people - day in and day out - do a great job and never receive thanks - surely it is not too much to ask that we as customers just occasionally take time to express and record our thanks for the way we are looked after.