Editor,
As a young man working in my father’s retail lumber yard, I can still recall (I am 63 years of age now) my dad saying, “ Why don’t you go over and see how you can help that customer.” Little did I know my Dad was trying to teach me something that would stay with me the rest of my life. He was teaching me customer service 101.
I was shy as a child, so this was not easy for me to do, but eventually I grew to love helping customers in this manner.
Can you imagine going into a Macy’s, Home Depot, Lowe’s, Kohl’s or Toys R Us (when it was still with us) and hearing, “How may I help you today?” Oftentimes you get the feeling that employees at stores like these might even be trying to avoid customers.
While internet sales certainly have not helped stores such as those above and many others, basic customer service skills are certainly lacking in many (not all) brick and mortar stores in numerous ways.
Most customers want to be taken care of properly when going to a brick and mortar store. However, in many cases, I cannot find an employee at the aforementioned stores to answer a question.
In my opinion, a big reason some of the companies such as those mentioned are failing is due to their lack of customer service. They need to get back to basic customer service in order to keep a customer wanting to come back for more.
David Thom
San Carlos
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