Hey Buddy, How About That Slang?

Something else you need to do is to develop the ability to hear everything.  We have some slang used now in our society that can be offensive.   I walked into an automotive repair shop the other day in Phoenix to get a quote on having some air conditioning work done.  The first thing out of the mouth of the employee who greeted me was “Hi buddy, be with you in a minute.”

Well, the “hi buddy” gets me.  I’m not his buddy and I’m not his pal. If I was a woman I wouldn’t be his darlin’ or his little lady.  I was a potential customer coming into an auto repair shop.

And then this continues throughout the whole conversation.  “Well, buddy, what year is that car?”  “Really, and why do you think that work needs to done, buddy?”  “Buddy, we can get that done for you right away.  Can I schedule that for you, buddy?”  At that point, I am walking out.  It is not the place that I want to be.

I’m not his friend.  My friends may call me buddy or pal, but most of the time they would say “Hi Chuck” as opposed to “hi buddy” or “hi pal”.

In fact I got the air conditioning repair done at Hi-Tech Car Care in Phoenix.  The customer service was superb!  It was my first time in the shop.  I was greeted immediately.  I was spoken to as Mr. Trautman until I said just call me “Chuck”.  I was asked to fill out a form that not only ask for my basic personal and vehicle information, but ask for my preferences in coffee, tea, soft drinks, newspapers, magazines, and more.

The waiting room was clean and stocked with a two local newspapers, USA Today, Wall Street Journal, many magazine titles, bottled water, both regular and decaf coffee, and assorted soft drinks – in a refrigerator not a vending machine.

The shop owner, James Garnand, obviously has designed a customer experience and trained his people on how to deliver the experience.

How does that compare to “Hi Buddy”?

Listen to what your employees are saying.  It is worth a lot of cash to you.

Until next time,

Chuck Trautman

480-773-7490