Is customer service dead in NZ?
As I walked through the busy domestic terminal in Auckland last week, I found myself pondering the above question.
It was 8:30am in the morning and the hospitality operators were all busy gearing up for their day. I was hungry so I decided to get a juice. The two workers were flat out making juices and smoothies for a constant stream of people rushing to go somewhere. I noticed that the workers seemed a bit flat and that although professional, they weren't using eye contact with their customers and their customers were not engaging with them either. It was all a bit automatic and soulless.
When it was my turn, I gave the worker a big smile - and there it was - a pause, and a gradual smile in return - someone had finally seen her as a person, not just a shop worker.
I made my order and then waited. Next thing you know, there was a commotion and I looked up to see that the two workers were having an animated conversation. One of them said to me, “she took your drink!” I said, “no worries, I will just have hers.” Her mouth dropped open and she asked, “are you sure?” I said, “yes, of course, if it makes your job easier, I am just happy that you have made my breakfast”. The look on her face was priceless - and I could see the stress just drop away. I wished her a good day and off I went.
My next stop was a community shopping centre. I was visiting Auckland for a funeral and I had a few hours to spare before the ceremony. I had asked around about where I could go to catch up on some work, and I was told “there’s nothing there, go to Sylvia Park”. I decided to stay close to where I needed to be so caught a bus, train, bus from the airport to Meadowbank. What a pleasant surprise. As I walked through the doors, I could see that this was a true community. Yes, the mall was tired, but it felt friendly and I made my way to the centre, in search of my second breakfast of the day (the juice had done its dash - time for real food!). There was one cafe, and the barista was flat out making coffees while another worker was taking the food orders. They were both so warm and friendly, and seemed to know all their customers - most of whom were workers or tradies from the area. While I sat there enjoying my most excellent omelette - I soaked up the atmosphere and thought - I wonder if the mall owners know what committed, enthusiastic people they have working there?
I believe great customer service is a two way street. As shoppers, we expect to be treated well and for the people in the shops that we choose to go into to solve our problems. A recent survey conducted by Studio Brio via social media showed that the number one desire of customers in 2023 in New Zealand is to receive a smile and a greeting or acknowledgement, and to be listened to. These needs were six times more important than knowing your product or service. This tells me that connection is the missing link in many customer service interactions today. In fact, the people surveyed said that they were OK for the worker to not be able to solve the problem that took them into the shop in the first place if the person was warm and friendly. In other words - we want to know that we matter. How often do you get this type of service? When was the last time you connected with a person in retail or hospitality? Were you in a rush and impatient? Did you find out how long they had been working there that day? Had they had time to go for a break or get to the bathroom - or were they working on their own all day? Retail and hospo workers are people too and they keep this country going in so many ways.
As I walked back through the domestic terminal on my way to my flight, I noticed that the same two workers were still making juices and smoothies at the juice place. It was 12 hours since I had seen them that morning. They looked tired, and as I walked past, one of them caught my eye with a smile of recognition - and I smiled back, I was glad that I had made their long day of nourishing the people of Auckland just that little bit easier as they rushed to their next important destination.
My conclusion: customer service is not dead in New Zealand, but connection could well be if we don’t all remember to treat retail workers as people too.
Want to improve your connection with yourself and those around you? I can work individually or in a group setting. Please contact me on hello@studiobrio.nz or call 021 301 757 to discuss options. I look forward to working with you.