Lies Do Not Inspire Customer Loyalty

When will customer service people from wait staff to store clerks to everyone else in between realize lies do not inspire customer service loyalty. No lies do exactly the opposite. Lies build distrust and turn existing loyal customers into finding other solution providers.

customer-loyaltyRecently we had breakfast at a national chain that features home cooking.  When the waitress took my order, I asked for extra syrup. The waitress replied “Absolutely.”  Another waitress brought our breakfast and again I had to ask for extra syrups. This waitress replied “No problem.”

Our waitress stopped by when I was halfway through my meal and I mentioned the extra syrup. She replied “Of course.” Finally when I was finished with my breakfast, she brought the extra syrup.

Then told my husband and myself the reason for the delay was she was attending a mandatory staff meeting.  She apologized when I told her to forget the syrup as I was finished with my meal.  Again, she apologized and mentioned the mandatory meeting a second time. As a sales and management consultant, my first thought was “Talk about stupid management having a meeting during a prime time” and my second thought was “Hmm I wonder if the waitress lied to cover her own bad customer service?”

At checkout I was asked “How was the food?”  I replied the food was great, but the customer service not so much so.  The clerk asked me what happened and I responded.

She then asked me to tell the manager directly which I did.  The manager was nice enough not to charge us for the pancakes and said the meeting was not a mandatory staff meeting.  In other words, the waitress lied.  Requesting an item 3 times is not the fault of management, but the fault of the wait staff. And yes there was plenty of wait staff as this was the usual busy Saturday morning

Customer loyalty especially for service industries such as restaurants, grocery stores, etc. where there is low profit margin is essential in today’s highly competitive B2C marketplace. Losing one customer can equate to hundreds if not thousands of dollars over the lifetime of the customer.

Very few people will fess up and acknowledge when they are at fault. This is human nature. Yet to lie to customer is not the answer for ongoing customer loyalty that is built upon expectations based upon past customer experiences.

Share on Facebook

2 Responses to “Lies Do Not Inspire Customer Loyalty”

RSS Subscribe!
Coaching Tip
People come first; sales numbers come second or third
What’s Happening?

Internal Results interviews
Leanne Hoagland-Smith
. Some of her answers may surprise you.

Check out this podcast on value creation between David Brock and Leanne Hoagland-Smith

Listen to Leanne Hoagland-Smith at Sales Scenario podcasts

Another list of top sales bloggers

Pre-order this great book How to Get a Meeting with Anyone. You may recognize a familiar name.

Top 100 Most Innovative Sales Bloggers Honored this blog is included in this impressive list.

Best Sales Blogger Award for 2014 Third place awarded to Leanne Hoagland-Smith.

NWI SBDC awarded Small Business Journalist of 2014 to Leanne Hoagland-Smith. Awards.

Expand Your Business Horizons
Sign up to receive monthly newsletter devoted to small businesses and busy sales professionals Beyond the Black
Be the Red Jacket
Seeking an easy and practical book on marketing, selling and sales? Read the reviews at Amazon and then order your hard copy or eBook.
Sustainability Expert
The Institute for Sustainability
Ezine Expert
Blogroll – Leadership, OD
Contact Coach Lee

Leanne Hoagland-Smith
219.759.5601 Main Office CDT
219.508.2859 Mobile CDT

Office located near Chicago, IL

www.processspecialist.com Main Website

Sales Corner

Tracking by The Sales Corner
Blog Rankings
Business Blogs - Blog Rankings
Blog Top Sites
Plazoo
RSS Search
Blog Log