CHAPTER 15
Service Trigger #1: Being Ignored
Have you ever:
• Walked around a department store and had no one approach you?
• Rushed into a restaurant and had no one assist you?
• Stood at a service counter and had employees ignore you?
As customers, we all know the frustration of going into a business only to find that no one cares enough to pay attention to us. Our customers have had these same experiences as well: sales reps who were more concerned with texting than working, waiters who took 15-minute smoke breaks in the middle of the meal, and all manner of apathetic and uncaring service (un)professionals. As paying customers, we expect a certain amount of attention, a bare minimum at least—and that bare minimum is to not be ignored.
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