Customer Relations...

Customer Service - One of the unfortunate factors of being a business owner in Santa Cruz County (and often elsewhere) is that we have a reputation for poor customer service in general as evidenced anecdotally. This isn't a fair assessment of all businesses by any means. However, it is a word-of-mouth reputation that sticks to our counties image. For example, a best selling local bumper sticker has been "Keep Santa Cruz Weird."

We embrace the ideas of alternative, informal, and accepting yet we have something of a reputation for snootiness (Local's Only, Valley Go Home), local businesses practices of starting a client job but slow in finishing it, and not caring too much for our customers (not customer service oriented, work when we feel like it).

A Small Business Owner, concerned with customer relations in general, wondered about certain practices that weren't related to his business practice directly but seemed to be asked for by customers and non cusomers. He was concerned that the accomodations were costing him time and money but might pay off in making current customers happy and that non customers might become future customers. Three particular concerns invloved:

• making change (for parking meters, newspapers, or whatever)
• restrooms use
• acceptng bills larger thatn $20

What are your thoughts?

Making Change - Local businesses report almost unanimously that they will provide change when asked, especially for parking meters in public parking areas. And, they feel very strongly about it. "Providing change

• brings potential customers into the store
• they may impulse buy
• they may see something they want later
• it builds goodwill
• it promotes neighborhood, or are shopping
• customers avoid bad experinces (expensive tickets, no paper to read with coffee, illwill, etc.

Acceptng bills larger thatn $20 - Concerns include accepting counterfeit bills, and running out of currency. Options include:

• look for red flags like using a $100 bill for a $2 purchase
• use a counterfeit-detection pen, available for about $10
• examine large bills for defects. The U.S. Secret Service offers internet provided tips and a dounloadable poster on conunterfeit bill detection. http://www.secretservice.gov/know_your_money.shtml

Restroom Access - Opinions diverge broadly on this subject, ranging from no customer access to customer and non customer access.

• always open to anyone who wants to use it - we don't need strict rules here
• our restroom is in a sensitive security areas where we keep customer and employee files
• customers only, must make a purchase
• maintenence and cleanliness is costly
• it's an insurance issue
• I don't want to have to remodel it to meet the Americans Iwth Disabilites Act requirements
• I'll make exceptions (children. pregnant women)
• Only if I trust them
• I treat people as people, not as customers

Employees must be trained in your customer service policies. This implies, of course, that you have a customer service policy.