Pura's Blog

The good ol' U.S. of A: the greatest Nation on this planet. Innovative, creative, freethinking are just a few adjectives when describing how our Nation is perceived by others.

We have come along way from the agrarian nation from which we were born.  The industrial period, which was a real nation-building era.  Now we find ourselves outsourcing production as we continue to evolve into a service nation.  However, I take issue with the "service" part.  

Although "service" defines the industries, it should equally include the people who are employed in those industries.  What has happened to service?  Why when I call customer service or physically go to a mercantile establishment, I am baffled that the personnel assisting me know little about the product or unable to work off script? 

If we are truly moving into a pure service nation, we need service.  In my personal/business dealings, the majority of the time I obtain a favorable outcome.  However, on many of those occasions, I had to ask for a supervisor...after an exhausting exchange with the person who answered my call in queue.

Service is defined as an act of help or assistance. It does not mean that an employee should simply know where or on what isle the product is located.  It does not mean reading the "policy" over the telephone.  It means listening; trying to understand the customer's need/s, and earnestly trying to find a solution.  When there is not a solution, so be it.  But please do not insult the  intelligence of the consumer. 

As a Realtor in an industry that is service oriented, I have unfortunately observed how the concept of service has been lost on some of my colleagues. What I know, and have always understood, is that my clients deserve A+ service.  

Remember -clients, customers, patients, stockholders or whatever heading a person may fall under - pay for our services.  If you are in a position that deals with the public: answer the call politely; serve humbly and ungrudgingly; respond with kindness and listen generously as if you were the person on the opposite side. Being of service goes along way.  Pay it forward.