Is Common Courtesy Uncommon?

The phenomenon of 'word of mouth' often happens when a product or service is genuinely worth talking about.

So let's talk about 'services' for a moment. I'm talking about any business that is service-oriented from a doctor to lawn care to home renovation or day care.  With service businesses, referrals and word of mouth are usually the strongest sources of new business.  With so many of these service businesses having poor follow-through and customer service, it has me asking, HOW do they stay in business and 'Is common courtesy uncommon?'

I'll give you a couple of examples (and I'm sure you all could add a zillion more to the list).  Everyone who has done even a small amount of work on their house can attest to the arrogance and often blatant disregard from service providers for their client's needs (Yeah, that's you--the one who is paying them.)  In the world of home remodeling or repair, the domino effect of needing this 'guy' to finish this before the next 'guy' can do 'his' part, not only leaves you feeling helpless but also usually overtime and overbudget.  How is that ok?  Why are they not held to higher standards or even 'docked' pay if they don't deliver on time?

We were just in Colorado on vacation at my Dad's house.  He is doing some work on his place he had arranged for a backhoe to be delivered and work to be done specifically while we were there so that my 2 year-old boy (who loooves trucks) would be able to see it 'in action'. We were there for a whole week and the guy who was supposed to do the job literally had excuses each day or said he would be there and just didn't show up.  The backhoe got delivered 3 days into our trip and so there were 4 more days where he could have started doing the job.  On the last day of our trip, this person's excuse was food poisoning. What-ever.  My whole point is how is this acceptable??  My Dad says, 'Well, when he does show up, he does great work.' Ugh!  How frustrating and inconsiderate of the 'service provider' to his client.  But then again, why do we put up with it?

Recently, we had a doctor measure my son for some leg braces as he is having some walking issues.  He said they would be done in about two weeks.  Well, why is it 6 weeks later and WE have to reach out to him to find out what the status of the order is?  How can people not have the common courtesy much less the professionalism to give the client and update on progress.  How hard is that today with email?  It's not! It's simple.

Who hasn't felt this way at some point and trying to take a stand against that service provider by writing a letter to the Better Business Bureau or something may have left you feeling a little better but may not have any effect on that provider's business.  It's not that you're trying to bash that provider but rather warn the next poor sucker that might come in contact with them.  That's why great sites like Angie's List are a satisfying and meaningful way to give kudos to those local providers who really deserve it and warn other potential clients of poor service providers.

On the other side of the coin, it's amazing how a little basic common courtesy, respect and competent customer services goes a LONG way.  In the Olympic spirit, I say 'Go for the Gold'--The Golden Rule, that is.  Treat others the way you would like to be treated and see your word of mouth referrals multiply!

What's your take on the state of common courtesy in business today?

Comments

[Kevin Burke]

This is so true. Are all of these businesses in such a position of abundance that they don't need more? They don't need the referrals? I DON'T think so.

And as you identify, the worst is the health care industry. The waiting in the doctors' offices, the trickery played with insurance expenses, and arcane processes that confuse the hell out of almost everybody. So frustrating.

Gosh, I sure hope people feel we run our business better.

[Maggie]

Hi Barbara!
I tried to email contact@one2onenetwork.com AND your email address that you posted here but the email bounced back to me saying that my message was blocked by a spam firewall??

Well I was doing a Idina Menzel contest and now I can't give you the information of the winner. Could you please email me back at shuangyu-06@hotmail.com ?

Thanks!

[Michelle Waters]

As someone who owns a service-based business, I also see the flip side of this coin.

I setup specific deadlines for myself and for my clients. In order for me to complete my work, the client needs to send me materials on time and make payment on time.

Yet time and again, clients will drag their feet to get their materials to me. One woman waited an entire year to send me her website content -- and then wanted it setup immediately. I had already moved on to other projects. We talked via phone and worked out the situation, but what it boils down to is this:

Customer service is a partnership. Both people have to do what is expected and contractually agreed upon for the project to move forward.

Business owners should do what they agree to do -- and so should the customers.

I think on both sides of the coin, a few bad apples spoil it for everyone...

[Heather]

I have SO enjoyed reading your twitter remarks during the debates. I actually enjoy your moderating more than the moderators on TV! Great blog!

[Frank]

No, common courtesy always works to my advantage. Please, thank you, looking someone in the eye, thanking them, recognizing that reasonable people will disagree are interpersonal strategies I used to my advantage.

Thank you

[Dee]

You would think that when working with businesses, you're going to be treated well. Thats not usually the case anymore. I am HUGE on word of mouth. When I was the manager of a retail store(before I became mom) I was always super nice, patient, understanding and courteous to my customers! And guess what, I had the best feedback and always had them sending friends and family to me to buy something next. I dont understand how there are people out there who work face to face with the public EVERYDAY but have HORRIBLE people/social skills. They need to step back and explore other options!

[Jenn]

I completely agree! We recently moved into a new house and since there is so much construction around us, there are sooooo many spiders. TWO pest control companies would never call me back regardless of how many messages I left for them, UGH! At least it helps weed out the bad companies that you wouldn't want to have your business anyways.