It’s All About Service

A recent effort that seems to have resonated with the art buying public.

I’ve been enjoying my art practice immensely since the election in October. I can’t wait to rise in the morning, usually around 6:00 AM, and get at it. Between maintaining my web hosting/design business, filling orders and learning a new bookkeeping program, the day becomes slammed with tasks.

As the household’s chief cook and bottle washer I plan and execute the daily menu for myself and Paula. My dad, who lives in our in-law suite, also has requirements that I’m more than happy to fulfill.

While focusing on the ‘art biz’ I attempt to nurture an awareness of what it means to provide good customer service. Not that I always succeed, but certainly not for lack of trying.

A recent visit to the USA reminded me that American retailers and service providers are the champs when it comes to their interaction with their customers.

As a rule, the customer is king in America.

Too often, Canadian retailers and service providers have that superior Northern European vibe telegraphed all over their face – “So, what do you want?”, “Umm…I’ll be with you when I’m ready to help you.”, “Sorry for my sour countenance, go elsewhere if it bothers you.”, “I’m a business, and you’re not!”, and so on.

Contrast that arrogance with a sales clerk in San Francisco who greets customers as they walk in the door, eager to chat and interact with you, or the cheerful server in Portland who exudes friendliness. A put-on you say? Then a disproportionate number have really missed their Hollywood casting call.  Many instances arose when an American server or clerk had gone ‘over and above’ to make my problem their problem along with a solution.

It’s called being friendly and helpful, in other words, a genuine appreciation and recognition of the person who contributes to the bottom line.

Regrettably, some – not all – Dawson businesses haven’t escaped that patina of indifference and air of superiority regarding customer relations. There are some places here that I dread supporting but do so out of necessity and lack of choice.

Shouldn’t customer loyalty be encouraged?  Instead, I find myself confronted with reasons not to patronize some businesses in town, including the observation that a few retailers have gone out of their way to target and discredit former customers, rather than woo them into their store with superior attention and service.

Businesses are not above reproach or criticism. Entrepreneurs come and go like the shifting winds that blow across the arctic tundra. Some succeed, others fail.

Like taxpayers, customers are the sacred cow, the goose that laid the golden egg. Abuse the customer and your business will eventually fly away.

Of course that idea applies to an environment that offers healthy competition. Unfortunately, we have very little of this in Dawson, therefore some find it easier to ride on the coattails of no resistance rather than earn the respect of the paying customer.

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