In this week's positing in marketing class MKT 311PL of "At your Service" from Susan Sullivan's week five class. I have been reminded of poor service and inconsistencies with performance within the service industry. I define the service industry as; restaurants, retail stores Wal-Mart, Best-Buy, Target, etc. and automobile repair shop/dealerships all most any business that offers a service to the consumer.
I noticed recently a negative change in the way businesses deal with their customers. I must admit, it has been a while since I had a representative go the extra mile to win my business or services. I realize the state of the economy is poor and job market is tough, but I believe this is an opportunity for businesses to take notice and get back to basics with customer satisfaction.
Many businesses have limited the amount training of their employees to cut costs. In these tough economic times I hope the upper-management of these companies can see lack of service and follow-up their employees are providing to consumers. When the economy and job market improves, the companies that provide their customers with exceptional service will stand-out. The companies that do not change and work towards servicing their customers better will be left with a poor reputation.
