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November October September August July June |
Manners Matter, Thank You Very Much!
About a year ago, I went into a Subways Sandwich shop to grab a lunch. You know, it was one of those rare days where something healthy actually sounded good. The minute I walked in, everyone behind the counter (and I mean everyone) said “welcome to Subways!” I was impressed with this service. Little did I know it’s a relatively new practice for the Subways chain
What I was going to write next alarmed me. I caught myself mid-thought. I was going to start with a comment similar to “in this day and age when we’re all competing for business, good service can give you the edge,” but then I stopped myself cold. Have we really come to the point in business and society where “please”, “thank you”, and “you’re welcome” are relegated as the last ditch maneuver in a business plan? Are PTW’s (Pleases, Thank you’s, you’re Welcomes) so out of style that we have to learn to be polite again? Sadly, I think so. Of course PTW’s should be a matter of personal practice and not policy, but if enacting a policy helps bring back some decency to personal character, than why not? I remember a dealership I was at where I was trying to get help from a young parts guy. The guy had more metal hanging off his lips and face than he had on his YZ250. I got the sense that any form of being polite or overly helpful would damage his image. Needless to say, I’m not shopping there anymore. Now, truth be told, the whole tattoo and piercing scene is part of this motorcycle sub-culture. I accept that. It’s actually part of what makes it fun. But when your personal ego interferes with being a decent human being, well, “Houston, we have a problem.” Two issues ago, I wrote about my favorite dealership. This dealership is staffed with the young blood of those tattooed and pierced. But — not a single one of them has an ego to prove. I never get the feeling that they’re self-conscious and braving some persona at all costs. Whether management trained them to be polite or did a good job of finding diamonds in the rough, I’ll never know, but every one says “please” and “thank you.” I cherish solid information. It may not be what I want to hear, but your honesty and manners help me form my decision buying process. Say “please”, “thank you”, and “you’re welcome.” Don't know the answer? Ask someone. Are you unsure? Then tell me you’re unsure. Don’t let your ego or lack of communication skills ruin my experience. Strive to be better in everything you do. Let’s all try to make PTW’s part of personal practice. Let’s hope we don’t have to see this as a trend of policy as opposed to individuals taking personal initiative. By the way, I still remember Subways for greeting me. Ya get what I’m telling you? |
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A week ago I was in a “Chick-fil-A” restaurant (chicken sandwiches). I can’t vouch for the same service throughout the chain, but where I was at, everything was “please” and “thank you.” I noticed the cashier and customer had inadvertently talked over each other. Honestly, it was a minor human event that could have gone without mention, but the cashier quickly apologized with a polite and sincere tone that didn’t go un-noticed. 
You want to see terror? When I ask a question you don’t know the answer to, don’t fake it. I can smell your ignorance from a mile away like a shark smells blood and chum in the water. There’s only one ending to these kind of scenarios and they’re never pretty. I know. I watch the Discovery Channel. My favorite dealership? If they don’t have an answer, they ask someone. In the end, if they can’t help me, they have a definitive answer and not some ambiguous “Um, I think everything is on the floor and my parts manager is out to lunch.”