When did I become everyone’s honey?
I’ve noticed a disturbing trend in customer service – maybe you have experienced it as well.
Here’s a scenario: You walk up to the local fast food counter for lunch. The morning is still fresh in your mind, and all the afternoon projects are pushing their way into the forefront of your brain. Distracted is under stating where your mind is at. You finally get to the order person, and a 16-year-old sings out: “Hi sweetie, what can we do for you today?”
While her smile is 100 watt, and she appears sincere in her request to help, what throws me for an absolute loop is her calling me “sweetie”.
Or how about this: I was at supper the other night with some friends, and when the waitress came to take our order, she loudly stated: “Okay hun, let’s start with you. What would you like?”
The evil Dianna wanted to respond with: “What would I like? I would like to know when I became your honey – I just met you”. Knowing that somewhere in this twisted scenario I would look like the mean customer, I held my tongue.
Each of these scenarios involved people I had never met who were appreciably younger than me and had somehow developed the belief that these terms of endearment were a great way to show people that they were receiving good customer service.
All it does is irritate me!
Customer Care: “Excellent customer service is the process by which your organization delivers its services or products in a way that allows the customer to access them in the most efficient, fair, cost effective, and humanly satisfying and pleasurable manner possible.”1
In my travels, I have noticed that no matter where I am in the country, I hear technicians, front desk staff members, and even doctors calling patients by “terms of endearment.”
It has become so innocuous that I don’t even think we know we are doing it . . . it just naturally flows from our mouths.
Customer Service is the hot phrase again on everyone’s lips with MACRA coming around the corner in 2017.