A Real-Life Example of Rubbish Customer Service

I went to my brother’s gym yesterday on a guest pass.

We were in there for just under two hours, doing weights and cardio.

Anyway, there’s an Asda next right next door. And afterwards, we were hungry. So in we went and did a bit of post-gym shopping. Though, of course, amongst the chicken and veg, there was plenty of beer and ice cream in our baskets. A man’s gotta live a little, after all!

But just as we were paying, a thought hit me: Was there a time limit on how long you could park there? I mean, by now, we’d been parked for around 2 and a half hours. So I asked the woman serving us.

She said, “Yeah, I think there is a limit. But it’s something like 4 hours so you’ll be fine.” Phew.

But on our way out, we passed another guy who worked there. So I thought I’d double check with him. Just because the woman wasn’t entirely convincing.

Anyway, this guy looked at me a little quizically when I asked him, then said: “Yeah, think it’s 2 hours.”

Damn. I’d been longer than that.

So when I got in the car, I rang Asda’s customer service to find out the truth. Turned out there wasn’t actually a time limit in place, after all. Phew.

Anyway, this experience can help you make sure you don’t make similar mistakes when dealing with your own customers.

Here’s how:

You see, if the two workers I asked just said to me, “I don’t know, let me find out for you,” I would have been happy. I certainly wouldn’t have judged them at all for not knowing the answer. Quite the opposite, actually. I would have appreciated their honesty.

But, instead, they gave me completely made-up answers.

So here’s my advice:

Always be honest with people. If they ask you something and you don’t know the answer, just say “I don’t know.” Honesty’s the best policy.

If they’re a paying customer, you should then go and find out the answer for them. This really would be top customer service. Plus, it would help massively with client retention. Meaning you’ll make a lot more money from that particular person in the future.

You know, there really are a lot of things I don’t know.

And, yes, I include certain business-related things in that.

But one thing I certainly DO know a thing or two about, is how to make money with email.

And (in my humble yet accurate opinion) I’m good at teaching other people how to become great at email marketing themselves.