GENTLE ART OF PLEASING

Waipa Post, Volume 32, Issue 1925, 23 October 1926, Page 8

GENTLE ART OF PLEASING

CUSTOMERS' VIEWS MUST ALWAYS BE RIGHT. "Please the'Custdrh'e'r at aJll costs" This wa s ' '-'the 1 '" keynote of the spetech.es at the-'summer' school for the Drapers' Chamber : of Trade at Cambridge, Engand. '■'•■"»'*•";■- Colonel. Ev'WC Allen', ' Clivil Service Supply Associati'on<-' declared tjhtat American stores'-'demanded a very much Ihigher standard : bfj| efficiency than we did. • ••'■■'

"On one occasion," safid Colonel Allen "I addressed a number of persons who had failed at their work in stores and seould not ( get : regular employment. ' ' ■ •"■

"I toild thenvhow'not to make mistakjes', and how they should, deal with customers. .They looked upon, my talk as a joke.' They d:|3 not believe theiy were a't fault. "If they made a mistake and got annoyed wlithi a customer they would say: "Well, she jolly weill deserved it.' .

"With efficiency aill through our establishment employers could affortl to pay hligber wages', because they would be relieved of the bunden of wages to employees occupied in correcting the'.errors or others." Analysing the deficiencies in staffs Colonel Alien said 'it was easy to see how few were available for big position's, and now men of (initiative and ability obtained fabulous salaries as heads of businesses.

Mr ,F. W. Cook, of Dutdley, said in American stores' one did not get the same courtesy as people got in this country. Colonel Ailllen replied that the American was a very different class of customer from the British customer. "The poorest worker in an American)'store," he sa|id, "considetrs himself equal to t|he biggest millionaire. "Americans think the Engflish slhopkeeper serviile. They really despise our servitude, and thUnk we have not sufficint pride in ourselves." Colonell Allien ,'iwelt on how customers should be treated. "You might says," 'he remarked, "shte 'is a beast and unreasonable, and you mfight be successful in' ticking"' (her off. "But is that any good to the business? The dissatisfied customer has a bad weapon in her hands. She talks, about it to iher friends." Sir Richard Burbrifdge sadd customers must be satisfied. "Let your dignity and point of view go to the wind, but please the customer." "