That's the implication of this article on the BBC, where Michel Roux Jr., a Michelin-starred chef, claims that poor service is rife across the country.
Unfortunately, most people don't disagree with him. We've all experienced grumpy waiting staff, unfriendly faces behind the counter and the general messages of 'go away, don't bother me' from employees who give the impression that customers are the problem.
The paradox is that while we all realise that customer service is a weak point in Britain, we don't seem to be doing much to fix the problem. We complain about the service we receive and turn around and do the same thing to our own customers. And let's not forget that the 'internal customer' (ie the people you serve in the business you work for) is just as important.
Perhaps we justify it on the basis that because we receive lousy service, that's all our customers expect. And let's be honest, trying that bit harder takes a little more effort.
But the rewards are there to be had. Do you go back to the business that was rude to you, or simply indifferent? You might, but if you could choose between it and one which offered a pleasant customer experience, which would you prefer?
Why not make a real effort to improve your customer service? Start with your own attitude towards customers, internal and external, and don't let your emotions drive your behaviour. Listen to what your customers actually want and try to give it to them as quickly and efficiently as possible. Endeavour to anticipate their needs. Use simple words like 'please', 'thank you' and 'sorry' where appropriate.
Wouldn't it be great if by 2012 we were a nation recognised for delivering exemplary customer service, and reaping the benefits of customers coming back for more?
