I don’t call a lot of businesses out when I see poor customer service, but my experience with Curt’s Lock and Key of Fargo is a good example of one business that missed out on gaining a new customer.
I needed to make a copy of a house key and stopped into Curt’s Lock and Key in Fargo as it came recommended by the person who lost my spare keys (Justin). I had never been to Curt’s store before, so I had no expectations.
I walked in right behind another couple looking to get some keys made. I stood patiently behind them waiting my turn. There were two employees behind the counter, one helping the customers in front of me, the other buried in a book of sorts probably lock related. There was one more guy moving around in the back room going about his business and another one standing 4 feet from me in the showroom talking with a customer (probably a regular).
The man in the showroom seemed to be the manager or possibly the owner. I have no idea what his position actually is, but judging by the lack of dirt on his clothes compared to the others, he must be important.
After about 5 minutes of listening to and watching these two men talk, I assumed business is so good they must not need my business. So I left.
I know they aren’t going to miss their monthly budget because they didn’t make me a set of spare keys, but what they did do is fail miserably in the customer service department. I can imagine 15 different ways they could have had a loyal customer for life who would pass along word of their excellent service to family, friends and blog readers. But not one of those things happened.
There was no “Hi, I’ll be right right with you” or “Is there anything I can help you with?”
It was clear that B.S.ing with a customer was more important than someone standing there needing service.
I would think proper customer service would be standard and even more important than ever when money is tight. With customer service, I tell people to treat everyone like they are Bill Gates. You never know who could be around to pass along any shortcomings.
I doubt this post has any effect on Curt’s business or client base, but I sure hope if the employees read this they will consider changing how they respond to customers.
Cheers.
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Tags: Curt's Lock and Key, Customer Service, Fargo, Marketing Ideas
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I think it's kind of funny that this post is at the top of Google when searching for "Curt’s Lock & Key Fargo."
Andrew, thanks for stopping by. I didn't intent to rank for Curt's name but given the authority my blog has in the Fargo area and in marketing it happens. This could have been a non-issue with a simple hello, funny how these things take place. Have a great Easter.
Josh,
It's all about being treated like they want you as a customer. This is a great example of applying the small things to gain new business.
Nice post!
Good stuff Josh. I often run into businesses like that every couple months too. What I do is actually yell something like, "HELLO! IS ANYBODY HOME, DUMBFU**S! I HAVE BEEN WAITING HERE!" and then leave. Next time you should try it, if the owner's there, you will surely get his/her attention.
This has become such the norm, and is inexcusable, people want to be recognized and it has always baffled me when this happens. I believe in strong customer service, even if it is not in my job description, let the client know, someone will be with them..they are important.
There certainly is a lack of customer service, and nowadays, even one key should be important!
Great story, and I must say that it happened to me (not for copying keys lol). I was standing in store to buy shoes and really there was a lot of people but also lot of workers who were available and who didn't even wanted to say "Do you need help" or something like that. I looked shoes for 2 minutes and I get out from store. Prices was high and most important nobody from workers wasn't interest to help me in any way. And really I agree with you that proper costumer service is very very important.
Mark
I go out of my way to go to places with good service. Sherwin Williams paint store here is a good example – those guys are awesome, and they even have a place for the kids to play while you look for what you need. Sure, their paint is a little more expensive, but to me its well worth it!
When I was searching this term “Curt’s Lock & Key Fargo†in Google Your post was on the 3rd position..I am regular viewer of your blog good post about Curt’s Lock & Key Fargo..
Good Luck
you know, i get the same stuff everyday. everywhere from Nordstrom's to Taco Bell. Seems to be the norm!
they are the only ones I know of that can make "duplicates" from "do not duplicate" keys..you want to talk about a hassles?..I've bought homes with less paperwork and procedures!!
It can be quite annoying at times to feel like normal everyday courtesy and procedures time way more effort or time than they should.