Treat Customers Like a Movie Star
It’s a rainy day here in Michigan, so I thought I’d surprise my kids and take them to see Ramona and Beezus. While trying to check the show times, clicking on the link to the movie theater brought me to a page that was under construction. Because I’ve become dependent upon the internet, we no longer get the paper with movie listings. So, I called the movie theater and expected to be on hold for an eternity. I’m certain I’m not the only mom who wants to try the movies today.
My call was answered by a pleasant sounding young man. I told him the website was down and that I was trying to check movie times. He told me that he was glad that I called and he’d be able to tell me the times of the movies I was interested in. He said that their IT department was working to fix the site as soon as possible and that he was sorry it wasn’t working for me now. I told him it’s got to be a tough day for him. He responded with a good natured “It’s all good. It gives me a chance to talk to the people coming into the theater.”
Now, we’ve all become accustomed to the person answering the phone that will be transferring us to someone else or answering the phone with all the enthusiasm of someone heading off to a root canal. It was a refreshing change to have someone with some enthusiasm answer the phone and actually want to be helpful.
What does this say about us as a culture that we’ve been trained to expect poor service and are surprised when we get the treatment we should have gotten in the first place?