Much has been said about people in shops and banks etc giving poor service.
This story is about over servicing.
Over servicing happened to me today. It happens when you deal with someone who is being over polite, over helpful, to the point of making you cringe in discomfort.
This happened to me at the local KFC store. The person serving in the drive through was friendly. Thats important. Well done KFC. But this person was over friendly, and over serviced me.
How did this happen ? Heres a summary of the interaction.
“Hello Sir … what would you like today ?”
I replied with my order
“Now thats ….” she repeated the order and asked if I wanted an upsize.
I said no thanks.
“That will be $10.05 Sir please”
I tendered $20.05 to make the change an even $10.00
“Thank you Sir that’s most considerate of you”, she said … and when she gave me the change she again repeated the order … “Thats at total of $10.05 for ….. and you tendered $20.05 to make an even $10.00 change”.
She then asked “What drink would you like Sir” … I replied, then she said “would you like that upsized for a dollar more with large chips”. I was flabbergasted …. the transaction has taken place and now she wants to upsell ? I’d already put my wallet away (after having done the drive through – reach for the back pocket shuffle in my seat). I’d already said no to an upsize. Should this woman with such a short term memory lapse be working in a service business ?
I said no thanks. She then gives me the drink … thanks me again for tendering an amount to save change, and then the clanger … “just drive a little more around the next corner for your food … thank you for coming in today and for your lovely consideration.” Oh my god …. is this still Earth ?
I was in a drive through lane … I had no choice but to turn the next corner (either that or risk demolishing someone’s reasonable attempt at topiary trimming on the adjacent shrubbery). Around the corner I go … and then I see it.
Yes … they were short staffed. She was passing food out through the second window. It turned out to be the second window from Mars.
She passed the food through to me and said “nice to see you Sir .. thank you for coming in today … enjoy your food and thanks again for your consideration in tendering change.”
Patronising ? Over Servicing or just dumb stupid … take your pick. It really makes you wonder doesn’t it.
The important lesson for this person and company is that selling, upselling, and delivering service need balance.
minutes for our brains to get into a really creative state.