My brother sent me this link to an interesting article from MSNBC with many comments in response to it.
http://yourbiz.msnbc.msn.com/archive/2009/03/11/1830497.aspx
I'd like to get your point of view. Is there such a thing as "too much customer service?" If you answer, "yes," please share your story and how you dealt with the situation.
Yes, I think on rare occasions service is excessive or intrusive. We had a waitress at a posh pricey place who wanted to share her life story, hung around to talk all through our appetizers and salads. She brought things, cleared things etc. as expected. But - it was over the top as 2 out of 3 in my party agreed.
Basics of service - Deming understood. Voice of a customer who may not know what they really want or need, and whose wishes are often shifting. Delivering service excellence becomes an art like a close tango. Matching your moves to that of the other moment to moment.
We've probably all experienced the overly friendly waitperson or a business sales person who stays in touch too much. I can't claim to have the perfect solution. I usually grin (grimmace) and bear it - especially if it's temporary. For long-term service, it's probably best to speak up politely by specifying what level of service we want.
Posted by: Diane Schmalensee | March 19, 2009 4:47 PM