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September 2005 Article – Over the Top Customer Service
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It is no argument that technology has improved the way we do business. From streamlining paperwork to increasing organization, we have become more efficient in the process of handling transactions. But, what has it done to our consumers?Consumers are now able to shop worldwide, compare prices and research products, all thanks to the Internet. Yet, customers complain that with this boost in technology comes a major decline in warm and personal service. Nowadays, it is unlikely to hear a human voice at the end of the telephone when calling a business. Instead of being greeted by a friendly person, we are greeted with an automated voice giving us a menu of extensions to choose from. The helpful caring touch is quickly being replaced with machines. We do our banking through ATM’s and pay for our items through a self-checkout instead of a human cashier. Human interaction is certainly on the decline.
Yet, even when we have actual people dealing with customers, I hear complaints about the lack of friendliness and manners that were typically found in the small businesses of a bygone era. I hear older generations reminisce about being greeted by name and receiving such personal service. Shaking the customers’ hand or greeting them with a hug was customary in those days. So, what has happened with us?
We can’t blame it all on technology. Rather, it is something that has simply been forgotten in the midst of streamlining the way we do business. It is apparent that it doesn’t have to be this way when we still see a small number of businesses exemplifying the human touch in their customer service and thriving because of it. Millennium House, an adult daycare facility in Bonita Springs, is an example of this. I was curious to see what makes this business so exceptional after reading several nominations from happy clients. As soon as I approached the front door of the facility, I was greeted with a sign out front that had the following quote written in chalk: “We can choose to see life as a series of trials and tribulations or we can choose to see life as an accumulation of treasures”. I instantly knew there was something special about this place – and I was right.
After talking with the owner, Cindi Ryerson RN, it became apparent that the service she gives her clients genuinely comes from the heart. Her work is her passion and it shows not only on her face but on her employees as well. One employee, Lily, drives over 45 minutes to and from work each day to make her paycheck. While this line of work is not known for the money, Lily says she does it for the gratification in seeing the smiles on the clients’ faces knowing she has helped make a difference in their lives. She has been here from the day they opened the doors, three years ago, and says she never wants to retire with a job that brings her so much joy. The environment is not your cold, typical clinical setting. Rather, it feels like home as soon as you enter with the soft lights, comfortable furniture and the cute little Yorkshire terrier named Buddy that warmly greets you and makes you feel welcomed.
What really sets this business apart, however, is the personal caring service each client receives. Both caregivers and the patients are greeted every day with hugs and kisses when they arrive in the morning and when they leave in the late afternoon. Cindi describes this as treating the clients as if they were her own family with dignity and respect. She takes the personal service over the top when this comes so naturally to her and her staff. It is apparent when after only 3 years in business; she was awarded the 2005 Small Business Award from the Bonita Springs Chamber of Commerce.
We don’t have to be involved in the care giving business to express caring service to our customers. Genuinely greeting people as they walk through the door, empathizing with them when they have a problem, and personally thanking them for doing business with us are just some of the ways we can get away from the cold automated world we experience. By treating our clients as we would want to be treated, with dignity and respect, our customer service can parallel those of yesteryear.
