Home Customer Relations QuickBite Customer RelationsQuickBite QuickBite By Julie - October 6, 2009 378 2 “Nice is the new mean.” – Lauren Zalaznick, NBC Universal Speaking on a new trend in friendlier customer service in Hollywood’ s A- list hotels, quoted in New York Times, October 4th, 2009. RELATED ARTICLESMORE FROM AUTHOR Why Brands Like American Girl Build Fans Not Customers Walk Your Talk by Living Your Brand Promise Every Day A Museum With a Take Me Home TWIST 2 COMMENTS Hmmm….there’s a fine line between nice and overbearing – while I would definitely prefer nice to mean (especially when it comes to a hotel experience), I find that too much “nice” can also be a turn off. For example, I was in Staples the other day, and every employee asked me how I was doing and if I needed help with anything. It was as if they had all just had a team meeting and had been instructed on how to be friendly. What resulted was an experience that felt insincere. After the 4th “Hi, how are you doing, can I help you with anything,” I was annoyed and wanted to get out of the store as soon as possible! I completely agree with Lauren L. – I have had similar experiences lately and think the balance is tough. I was staying in a hotel in Chicago and the guy delivering tea to the room brought it to us for free, but then he stayed a little too long to ask what we were doing in Chicago and what we did for work, though he was just trying to be “nice”, it was definitely a little annoying. Though on the other hand, I often shop at Saks and find the customer service to be too mean, they are taking the “we are a classy store” schtick a bit far. Its a fine line but I think you can win if you just treat customers like human beings (if a customer looks at you, say hello, if she is going through a rack of clothes looking at each tag, ask her if you can help her find a size, if it is 11pm and she has arrived in your hotel that afternoon, try not to ask her 20 questions). Comments are closed.