Retail Observer

RETAILOBSERVER.COM APRIL 2022 64 S E R V I C E D E P A R T M E N T W e're living in difficult times where division seems to be creeping into every facet of our lives, impacting not only politics but race, education, gender and sports – and even actions as basic as going out to eat. There have been reports of establishments that don't welcome those who may hold certain viewpoints. It doesn't bode well for our country or for us individually. We need to break through the noise and pull together as a country, as America has done so many times in the past. But with new communication channels continually fanning the flames, it's hard to see things smoothing out in the near term. You might say, "Yeah, Mr. Obvious, we know that." But what does it have to do with our main focus, the appliance service industry? Actually – plenty. Members of our industry enter the homes of thousands of people every day, and we depend on our appliance service technicians to maintain an appropriate level of professionalism at all times. Our future business depends on it, even though it's not always easy. I've heard reports of companies that have made it clear that some techs aren't welcome in certain homes, or that service employees do not or will not run calls in certain instances where personal feelings or outlooks diverge. We simply can't have that, unless safety is an actual issue, as may sometimes be the case, unfortunately. We need to do our part to overcome this situation. We can see it as an opportunity to make our company and our industry stand out – and it's simple to do. • Be civil. Don't broach areas that might be flashpoints. Stay out of politics or other controversial areas, even if you think your point of view would match the customer's. Be friendly and express interest in the service issue the customer requested your help with, but pretty much leave it at that. As should always be the case, treat your customer with respect, do your job and leave them smiling. • Make sure you do not have provocative bumper stickers on your vehicle, or on hats or other articles of clothing. This is where a standard uniform is a great idea. Promote your company, not your viewpoints. • If the customer tries to draw you into a controversial dis- cussion, don't take the bait. Be friendly but bland – don't respond, or simply change the subject to the reason you're in the home in the first place. Again, you want to leave the consumer satisfied with the fact you've done a great job repairing their appliance, not so much with what you think of this or that. It's critical for owners and managers to reinforce this constantly with their staff – their in-home techs, parts staff, phone support and anyone who regularly comes in contact with the public. Be straightforward and friendly, but keep the conversation focused. There are several programs that can help get this message across to your employees, and it's key to the successful future of your company, especially in these times. We all have opinions, and it's healthy to express our viewpoints in a proper environment and in a respectful manner. Discourse built this country, but on the job or in a customer's home is not the place we should choose for it. Keep it light, and be friendly and courteous to all your customers, no matter what, and at the end of the day you and your staff will know that you've taken steps in your own way to make this a better place for us all! IN TOUGH TIMES, CIVILITY IS A MUST RO Randy Carney - Executive Director, PSA

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