Service Measure predicts a polite 2009

Feb. 5, 2009 - PRLog -- Glasgow based, Service Measure, says its reports, over the eight weeks leading up to and including Christmas, would suggest that companies in Scotland have taken on board that they need to work harder in customer service terms to compete for the money in their customers’ pockets. Not only that, but Service Measure also says the reports coming back on consumer behaviour are more positive than in previous years of more rampant consumerism.

Gary Haase, MD of Service Measure said, “At this time of year, our Mystery Shoppers are out mingling with the crowds to check the experience they are receiving but this year, their reports have shown a distinct upturn, with 80% of retailers surveyed achieving higher scores on customer service and attitude than the same time last year.

“I’m assuming that this is a silver lining to the credit crunch that, when service providers need to compete harder for every pound spent, they have more reason to take the service message to heart but anecdotal evidence from our researchers would say this is a better Christmas for service so far for hard-pressed shoppers too”.

Examples of reported occurrences include;

Singing waiters – one restaurant owner has his waiting team singing to the customers every hour – it’s not always in tune, but it is good fun and people tell their friends.

Reverse meal – another restaurant offers free drinks to customers if they have a 3-course meal starting with desserts and ending in starters – a surprisingly tempting challenge.

A mystery customer ordered a beverage not stocked by one particular restaurant, and the bartender actually went across the street to a bar that does stock it in order to purchase it for the customer – that’s true dedication to pleasing the customer.

Glasgow based Service Measure says its professional feedback would suggest that more and more businesses are embracing the importance of superior service.
Gary Haase added, “As a company, we’re growing through this downturn and helping our clients battle the current climate by ensuring their key customer service focuses are being achieved. This is crucial in an environment where price promotions and cost cutting prevails.
“Restaurateurs and retailers who successfully differentiate themselves through great customer service stand the greatest possible chance of protecting their own markets. With all the negativity in the media right now, it is easy to forget about the basics of managing a customer service team, and focus solely on cutting costs and even jobs.”

http://www.servicemeasure.com

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