Not to sound like a cranky old-timer, but I often find myself asking, “Where has customer service gone?” As someone who currently works in a service industry, and who spent my high school and college years working various forms of retail, I have had my fair share of customer service experiences.

Nowadays, consumers find themselves in a sea of possibilities. In the retail sector alone, there are numerous options for finding common products both locally and online. For some products and services, consumers make their buying decision based on the value they are getting by comparing features and price.

In a world dominated by chain stores, the mom-and-pop shops will rarely be able to go toe to toe with the retail giants in a price war and win. They have neither the distribution system nor the quantity of orders to be able to compete. But that doesn’t mean they are out of the game. Often when you go to these chain stores, you are on your own. If you do have questions about a product, it can be a chore just to find someone who works there, and even then it doesn’t mean they can help. A lot can be said about employees who have researched the products they sell and can confidently guide customers through the buying process.

Consumers in this economy are slowly beginning to spend again, but much more cautiously than before. They want to feel that their purchases are valid and that they chose the right product. There’s nothing like a poor customer service experience to leave a bad taste, especially with larger purchases. I have had a few experiences that have given me that feeling, and it has affected where I do business. I have found myself going to retail locations that I feel better about spending money at, even if they are a little out of the way. I am sure I am not the only one who operates this way.

This carries over into service industries as well. Clients should feel that when they part with their hard-earned money, they are going to see a return on their investment. Sometimes creating the best product or providing the best advice doesn’t mean as much if they don’t feel they have been taken care of along the way. Letting the client know that you are there to meet their needs makes them feel like you are their partner and not like you just want to make a quick buck.

Here is an example of some poor customer service.

What are you doing to ensure you’re providing the type of service people will go out of their way for? I’d love to hear your ideas.