Message to customers: Serve thyself

August 12, 2007

Greg Johnson/The Razor's Edge

As an eager 8-year-old, I learned early the value of good customer service. That's when I got my first newspaper route, delivering The Denver Post every afternoon after school.

I would hurry more than a mile home from school, quickly change into my grubby clothes, fold the 80-plus papers on my route, load up the bike and pedal away. It didn't take long to realize I was the human link between the newspaper and the customer.

I prided myself on trying to "porch" every paper. When collecting at the end of every month, my hard work and service was rewarded with many tips and comments like, &#8220You're the best paper boy we've ever had."

Looking back, I recall when customer service was action and not just lip service. As a child, I would ride in the car with mom while she pulled into a service station for gas. An attendant would quickly rush to her window, ask what she wanted and promptly pumped the gas. While the gas was pumping, he would wash the windows.

As a driver myself, however, I missed the boat on this service. I have never pulled up to a pump to be greeted by a cheerful attendant and have pumped every gallon of gasoline any of my vehicles have ever held.

It may be picking nits, but look to where customer service has regressed over the past few decades.

Major grocery chains won't empty your cart for you at the checkout lane anymore. It has become common practice to encourage customers to serve themselves in this capacity. And nobody bats an eye. It is lapses in service like these that define our on-the-go, streamlined society.

Fast food has revolutionized our lifestyle, but has also pushed the limits of what customers will tolerate in reduced service.

In the drive-through lane of one local fast food outlet, customers are asked to pull forward to one of two windows. At the first window, you're given a handful of napkins, condiments and a receipt. You're left holding this jumbled mess until you advance to the next window, where you're handed a bag with your food inside. I asked the attendant if she could please put the napkins and condiments in the bag with my food so I wouldn't be inconvenienced with the mess.

"No,” I was told. &#8220This is how we do it."

I again asked if it would be too much trouble to just put the stuff in the bag and again was refused.

This same eatery also charges customers for condiments, and if you order something not ready-made, you're &#8220parked.” You're that troublemaker who had the nerve to order something the way you want it. This is like telling a customer to go stand in the corner.

This happens because we tolerate it. We feel that to maintain our fast-paced society we have to give up personal courtesy and service. Fortunately, there are many local businesses that don't subscribe to this philosophy.

When was the last time you had bad customer service at an auto parts store? These guys are amazing. I can walk in there, tell the attendant I need "that little silver do-hickey for my 1994 whatchamacallit" and within seconds the part is in my hands.

Our fine hardware stores are the same. I visited one the other day needing a new plastic bolt and screw for my toilet seat.

No problem.

The attendant didn't stand behind his counter, wave his finger in the general direction I needed to go and leave me on my own. He quickly led me to the exact spot the parts were located, found the right one for me and rang up my purchase. All this service for an 80-cent sale.

Customers today have gone from getting "porched" to being "parked." So when you find that great service, let the business know you appreciate it.