From Adrian Phillips, Big Difference Consulting
I?ve just returned from a trip to New York where I was treated to amazing levels of customer service. I?d always heard that the Americans were good at this sort of thing, but to experience it for myself was really something else. Shops, restaurants, bars, tourist attractions, even theatres ? they?ve all got it sussed.Nothing is ever too much trouble and you are made to feel as if you are the centre of the Universe.My point? It?s about time the UK woke up and really started putting the customer first. It?s not just the arts that are guilty of shoddy customer relations.Retail and commerce can be just as culpable; but as the arts are so reliant on positive communication and relationship building, it?s madness that customer service is often such a low priority.Until we kick into touch the notion that providing good customer service is somehow demeaning ? one of this country?s major hang ups ? we?ll always struggle to hold on to audiences. The product is not the issue; it?s the way we treat our customers
Published: 08-09-2003