By | February 3, 2020
Bigfoot Customer Service

Bigfoot. The elusive missing link between humans and apes. But what does he have to do with customer service?  Well, plenty. There are many similarities between the creature and the service many of us dish-out to our customers. That’s why I call it, Bigfoot customer service. Let’s get into it.

Rumors

There have been rumors of Bigfoot since the story first appeared in the Humboldt Times in 1958. Since then, the public has been fascinated by the “wild man” of the northwest. Sixty years later we’re still fascinated by the thought of this creature, even though we have little proof of its existence.

Well, we’re also fascinated by great service. I’ve written about it for years and it’s a shame the average consumer has never seen it either. It’s as elusive as the wild man.

Example: You’ve heard the business down the street has wonderful service and agents who go out of their way to satisfy your every need. But every time you’ve been there you’ve never seen it. When you shop there, the service is inconsistent at best and employee apathy seems rampant. So much for the rumors of good service.

Only Seen by a Select Few

Bigfoot hides well. He knows the landscape and the best places to observe you while never giving-up his own location.

I bet you have some employees like that. We’ve all entered a retail store and never seem to find a customer service employee to help us. They’re always hiding in the back somewhere. This is especially true of those big-box megastores. They do leave behind evidence that they were there; floors are swept, product restocked on the shelves, and garbage carted away. But I wonder how this happens because you can never find an employee when you need them.

Sometimes you’re lucky and see one, but when you stop him and ask a question, it’s “not his department” so he can’t help you. He then directs you to another Bigfoot employee 3 aisles over. Will you be able to see that one too? You hope he’s not blending in…

Blends-in With Surroundings

Bigfoot’s fur is the perfect camouflage for most of the terrain he’s spotted in. When you blend in you don’t stand out. No one notices you and you can hide in anonymity. Some of our employees do the same.

Sure, they do their job but barely. You don’t notice any benefit to them working versus another employee. They never rock-the-boat or cause a stir and you never seem to get customer recognition about his/her performance.

They’re just there… or, are they?                                legendary customer service

He’s a Rock Thrower

You’ve heard this about Bigfoot; that he’s known to throw rocks at the tents of campers or those who venture too close to his turf. He wants to throw you off course and have you look elsewhere. Our employees do this too. But they throw rocks of a different sort.

Some Bigfoot employees spend more time complaining about their fellow teammates than doing their job. Everyone else is at fault and they’re never guilty of any mistake that’s made. They throw rocks; accusations of wrongdoing, as far as they can, hoping to take the heat off their own poor performance.

Believing in Bigfoot is fine. He’s a cool creature and has been the stuff of legends for generations. But Bigfoot customer service given by your Bigfoot employees is something else. You want your customers to get legendary service provided by exceptional employees with a passion for service. You want it to be consistent, memorable and given to each customer who enters your doors.

Don’t ever let “Bigfoot” work for you. Anyway, he probably can’t even fit through your doorway!

Photo courtesy of gazette.com/life/the-bigfoot-evangelist-inside-colorado-s-sasquatch-museum-and-the/article_6f56e778-d66d-11e9-a05a-bb319a68b2fe.html

Copyright © 2015-2020 Steve DiGioia

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Copyright © 2015-2020 Steve DiGioia. ► Like this post? Share it with friends on Twitter, Facebook, or LinkedIn. I’d love to hear your comments too, leave one below. Thanks.

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2 Replies to “Bigfoot Customer Service. What Is It and Why Are You Still Giving It?”

  1. Lisa Yetman

    Great post, Steve! I am definitely not a “Bigfoot” bookseller at Barnes and Noble! In point of fact, I wish I could be even MORE available to our Guests and customers, since I am usually relegated to “hiding” behind a cash register at the Cashwrap and don’t get too many chances to wander the forest of the sales floor to help folks find the book or other hidden treasure that they are seeking. That is for the Booksellers at the Customer Service Desk to handle – or maybe our restockers to handle. Guess I am either too valuable at the Cashwrap – or I just have to wait to be fully trained at the Customer Service Desk – in order to take a moment to walk a Guest or customer to the area their item is located in and hand the item directly to them. Perhaps I have to be with the store for another year (been there since November 2018) before they let me roam the “wilderness” of the stacks and shells of books and other items we carry and remain a semi-elusive (NOT by choice!) “Bigfoot”!

    Reply
    1. Steve DiGioia

      I wouldn’t wait another year, or day, to “walk the wilderness”, Lisa. You are too good and too customer-centric to be confined to one area or position. The customers need your skills and willingness to help, assist, teach, and inform. Just as there are Bigfoot customers there are Bigfoot employees and you deserve to be seen! Good luck.

      Reply

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