“Wait, I Can Buy My Puppy Somewhere Else!” – How Lack of Respect Is Killing Customer Service

By Dr. Ed L. Hansen

A few years back, my youngest daughter and I shared back-to-back poor customer service experiences. As we were driving home from the second poor interaction with the employees of a business, we conducted a post-mortem. It quickly occurred to us that the underlying problem was a lack of respect. What was most interesting was my daughters comment that, “we were not respected as customers because the persons serving us did not respect themselves in what they were doing”. She recognized they did not approach their jobs in a professional manner. They took little pride in what they were doing. Put simply, “respect” for one’s self and respect for others are essential components of what is good customer service.


Intentional Action – Be Powerful

Act with Intention or Get Nothing Done! – New Rules for Personal and Professional Effectiveness

Dr. Ed L. Hansen, PhD

“Leadership is the wise use of power. Power is the capacity to translate intention into reality and sustain it.” – Warren Bennis

Earlier this week, I had the opportunity to sit with a group of people involved in the same business. Each person in the group brought needed sets of experience and expertise to the table and the discussion that was taking place. Actually, these “players” have known one another and worked together for years. Some consider themselves close friends. Most, seeing one another’s success in their business, decided to work together in mutual interest. Some years now into their venture things aren’t awful, but there is soft tension between them and things just aren’t moving as fast they all hoped they would. Now, while dealing with a significant issue, I observed a likely problem in their communications and, subsequently, their on-going. I realized the stopper was probably affecting their degree of success in the business relationship. They were talking around one another in vicious circles.  An hour into their conversation they had gone nowhere. And, it was clear they were victims of a lack of “Intentional Action”.