Customer Service.

This evening Earl and I went shopping at Destiny USA in Syracuse. Destiny USA is the sixth largest mall in the United States. There are many of entertainment, shopping and dining options and it’s one of the reasons that we like going there. It’s something to do in Central New York.

I had a couple of gift certificates for “The Art of Shaving“. I enjoy their products very much and though the local boutique does not have the attached barber shop like other locations throughout the country do, they still have a wide variety of items to making my shaving experience enjoyable. I selected a couple of different soaps and I purchased a new DE (double-edged) razor to use; my current razor will be relegated to travel use and when I’m in the mood for something different but not feeling the need to live dangerously by using my straight razor.

My customer experiences at The Art of Shaving have been hit or miss over the years, though the variance of quality has not been limited to this one location. Actually, the folks at the Destiny USA location have been consistently pleasant. Tonight, Christopher was the sales associate that assisted me with my purchase.

As I was checking out, Christopher made some small talk and asked what I was up to this weekend. I responded, “I’ve been flying airplanes all weekend and will probably continue to do so tomorrow.” I was surprised when Christopher mentioned that he grew up flying a Kitfox, a popular homebuilt airplane that is built from a kit. My grandfather built a Kitfox late in life and had a good time flying it. I asked if he had his license, he said that he didn’t because the Kitfox was no longer available; his grandfather had passed while flying the Kitfox. I mentioned that my Dad had been killed in his homebuilt airplane and that while I had always wanted to become a private pilot, it wasn’t until then that I realized that I had to become a private pilot. We continued with a nice conversation about flying and the awesomeness of it as he finished up ringing the sale. We ended the transaction with a handshake. The look on his face went made it evident that he was happy that we went from just making small talk to actually talking about something that he enjoyed. And it all started because he was pleasant and I returned the pleasantries.

And isn’t that what customer service is all about?

I’m not big on hearing someone’s woes; Earl and I have had too many servers tell us how busy they are instead of smiling and looking at the bright side of life. After visiting “The Art of Shaving” we ate one of the many restaurants at Destiny USA and the server told us about moving to Syracuse from Key West to work at that restaurant (Margaritaville) and how she was still receiving from seeing snow for the first time. Again, just a simple conversation that probably started out somewhat scripted but she was pleasant, we were pleasant and it made for a pleasant experience.

If we could all just be a little more pleasant to one another I think that we would have a more pleasant experience here in the U.S. in the 21st century.

And I think that would be something to smile about.

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