Durango then when about to promote significant changes to their customer service. A lack of a friendly greeting and a seldom heard “thank you” at the end of a transaction were regular comments from survey respondents. I high number of respondents commented that they were often treated by clerks and wait staff as though they were an inconvenience. The single common negative content in the feedback was poor customer service and attitude. I recall, probably 8-10 years ago that the Downtown Merchants group in Durango had a presentation by a marketing consultant that gave them the results of exit interviews with tourists in the Durango region. I did everything I could to give them the best face of Pagosa I could and encouraged them to not judge us by the two bad apples they encountered. She warmed up a little and went on to explain that they were a bit surprised at the rough reception because they live in an area of Texas that gets a lot of outside visitors and their community really encourages that and their Chamber of Commerce helps their merchants to improve their customer service with regular workshops, speakers and training. I went on to explain that we love our tourists and want to be sure they have a great experience while visiting our area. She said they experienced this unfortunate reception on two occasions, once during a visit to a local store and the other time while eating in one of our restaurants I might add it was not the PBS, Kips, Alley House, Farrago’s, or Summit Ski and Sports, ( I always look out for the merchants in my end of town.) Anyway, I assured them that what they experienced was rare, and certainly not the attitude the majority of the folks in Pagosa Springs have towards Texans, or visitors from any other state. Interestingly, she said the scenery was gorgeous, the food, especially at the PBS was great, as was the skiing, but that they were treated a bit rudely on several occasions when they revealed they were from Texas. I asked them what they thought of our little town. This was their first visit to Pagosa Springs.
She went on to explain that all the women were best friends or related and that they typically take 2-3 trips together each year.
The spokesperson for the group, speaking perfect English responded that they were all from San Antoino, Texas, in town to enjoy early season skiing and snowboarding. As I often do with strangers, I asked where they were from and what they were doing in Pagosa. While visiting the Pagosa Baking Company recently I encountered a group of six Hispanic women that were ordering food and coffee at the counter. THE EXTRA IMPORTANCE OF GOOD CUSTOMER SERVICE IN A TOUGH ECONOMY
0 kommentar(er)
