Whatever Happened to Great Service?

On a recent trip to the Rocky Mountains, I rented a car from one of these new Companies, a kind of ‘airbnb for car rentals’, where individuals rent out their cars via an app. It’s a decent concept and the ‘hosts’ are very nice but you can never get away from the fact it is their own car and they will often send ‘tips’ on how to drive and ‘suggestions’ to maybe run it through the car wash before returning. That’s in between taking an album full of photos of the outside and inside of the vehicle before and after. 

Does there come a point then when all that faffing around makes it more trouble than the few $$ you might save by renting in the first place? Is there something to be said for the nameless, faceless transaction of going to a rental car, choosing which one you want and driving away, then returning without feeling guilty you haven’t washed it?

The hotel industry panicked for a while when companies like Airbnb came in and started stealing market share. Hosts would often leave homemade breads, helpful tips on the area and a warm welcome. They shouldn’t have worried as service levels soon dipped. Before long, you were checking yourself in and being presented with a rule book of do’s and don’ts (including taking the trash out on trash days), all while worried about being graded as a guest at the end of it. No surprise to hear many people are returning to hotels where their trash will be emptied daily for them and they won’t have to strip their beds when they leave.

So what happened to great service and how did we get here?  Here’s a few reasons:

Decline in Customer Service and Contributing Factors

1. Technology Overuse: While technology has streamlined many processes, its over-reliance has sometimes led to impersonal interactions. Automated systems and chatbots can frustrate customers when they are unable to solve complex issues or when a human touch is needed.
2. Increased Consumer Expectations: Today’s consumers expect fast, efficient, and personalized service. The rise of on-demand services and instant gratification has set a high bar, which many traditional service models struggle to meet.
3. Corporate Policies and Cost-Cutting: Some companies prioritize cost-cutting over customer experience, leading to understaffing and inadequate training. This can result in longer wait times and less effective service.

Industry-Specific Examples

• Retail: Many brick-and-mortar stores have reduced in-store staff, pushing customers to self-service kiosks. While efficient for simple transactions, this can diminish the overall shopping experience, particularly when personalized assistance is required.
• Telecommunications: Customers often report long wait times and difficulty reaching knowledgeable representatives. With many issues being complex and technical, reliance on scripted responses can lead to dissatisfaction.
• Hospitality: As the hospitality sector adapts to a digital-first approach, some hotels have reduced front desk staff, relying more on apps for check-ins. While convenient, this can lessen the personal touch that enhances guest experiences.

Strategies for Enhancing Customer Service

1. Empathy and Communication: Training staff to listen actively and respond with empathy can transform customer interactions. Understanding the customer’s emotions and needs fosters a stronger connection.
2. Personalized Service: Leveraging data to personalize interactions can significantly improve customer satisfaction. Tailoring recommendations and remembering past interactions can make customers feel valued.
3. Balancing Technology and Human Touch: While technology is essential, it should complement rather than replace human interaction. Businesses should ensure that customers can easily escalate issues to a human representative when needed.
4. Investing in Staff Training and Well-being: Employees who feel valued and well-trained are more likely to provide excellent service. Continuous training on both product knowledge and soft skills is essential.
5. Feedback Loops: Implementing robust feedback systems allows companies to understand and quickly address pain points in the customer journey.

Importance of Building Strong Customer Relationships – The ‘APlus Difference’

So what is the secret to keeping standards high? Empathy, effective communication, and personalized service are the cornerstones of strong customer relationships. When customers feel heard and valued, their loyalty increases, and they are more likely to become brand advocates.  The ‘APlus Difference’ is born out of respect firstly to our own team, who, when feeling valued, pass that on to their clients. Our phone is still answered by a real person (within 7 seconds) and we will never ask you to take out the trash! If you need a refreshing throwback to great service, contact us here. You’ll be glad you did.