A business owner breaks down why customer service is failing: unrealistic expectations, lowered standards, and the myth of Southern hospitality. Service is one of four value elements, but most businesses have stopped caring about doing it right.
It's time for some self-reflection. You need to look in the mirror because here's the thing: if things aren't going well in your business, if your customer service is down— we just heard some numbers today, a little disappointing, right? By the way, I'm just going to throw this in, this wasn't part of the presentation, but part of the problem is people come here expecting Southern hospitality. Who built that expectation? Well, y'all did, but who really did? The movies did. Could y'all ever be as good as they are in the movies? That's only for an hour and a half, for goodness' sakes. You're there 24/7, right? I mean, the expectation people have— see, value is determined by a combination of price, expectation, value, and— I mean, quality and service, okay? So customer service is one of the 4 pieces, but the most important piece is, is what did I expect for customer service? Right? So, you got to look at yourself in the mirror because here's the thing, if you're seeing some customer service problems, I'd be willing to bet you're doing them. That hurts, but it's a fact. We've gotten to the point where what's acceptable is much lower than it used to be.
