Chris Collins and a guest discuss how staff treat customers differently based on assumptions about their purpose. A server might dismiss someone ordering water, while a car service advisor dismisses an oil-change customer, even though better service changes how long the wait feels.
Okay, so your normal MO you order an iced tea and what, she orders a water?
Yeah. Okay. That's exactly what happened in this particular case. But I noticed something interesting is like the whole demeanor of the server changes.
It's like, oh, you're just here for an oil change.
It brought me into advisor world about I wonder what this is like, what a customer feels like when they come in and they're. They're just there for the oil change and the advisor demeanor changes and stops. And I felt the exact same way. And again, much like that, that customer that comes in for just oil change. Don't judge the book by its cover. Right?
So if you do you feel like then they treat you different. Like, they come slower, your food comes out slower.
It seems there's not as much pep in the step is what I would say.
So do you think that customers that come in and we're like, oh, it's an oil change. And then do you think they perceive that the wait time is longer because they're not doing more like the way we treat them?
Yeah. Well, if nothing else, it seems like we're not as important.
