Last week my wife and I took a short break and headed back east to visit family and friends and spend a little time touring Boston and New York City.
While walking through the financial district of The Big Apple, something in a second story window caught my eye.
We stopped and took this picture as I couldn't resist the contradiction of an all important lesson in customer service:
Never create expectations against
which you can't deliver!
I wonder just how long the gentleman (top left) has been waiting for his pizza? But enough said about that. As it happens, both New York and Boston far exceeded our expectations.
While a tad on the warm side at 103 Fahrenheit/39 Celsius, we found New York to be clean, friendly and surprising vibrant, what with the recession and all. With the exception of a little attitude from one poor soul who in all fairness was melting in a half price Broadway ticket booth, the service was exceptional! But then who would expect anything less from the city that knows how to handle adversity like no other.
Boston was equally warm on both fronts. If you're ever out that way, I highly recommend the Duck Tour followed by a taste of the local seafood at The Barking Crab... but be prepared to wait in line. Recession or not, the combination of warm, friendly and funky still draws a crowd.
Could it be the Americans are on to something?
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I wonder if our perceptions reflect reality: are service promises in the U.S. fulfilled so much more readily than in Canada? Consider this experience -- same organization, both sides of the border:
ReplyDeleteI recently had the opportunity to deal with government offices when at the age of -- well, at middle age, anyways -- I decided to pursue American citizenship (Mom is from New York). I had many dealings with American Consular "Services" in Toronto. Some months later, I dealt with a government office in Buffalo. The difference in service attitude was night and day. The office in Toronto seemed to be fighting me rather than helping me. Line-ups were punishing (outdoors with no warning or sympathy in minus 30 degrees). Getting information was a chore met by sour faces. The office in Buffalo was filled with interesting things to read during the short wait, friendly, informative people, and a gift of a small flag of the U.S.A. People in the waiting room smiled.
What is the explanation for the discrepancy in fulfilling service promises across borders?
Much as I hate to admit it, I too had a recent experience where I've had to deal with customer service representatives of the same organization on both sides of the border and the difference was like night and day!
ReplyDeleteUntil recently I thought Canadians typically delivered better service than Americans. Now I'm thinking the opposite is true. It seems they are responding to the recession by raising the bar where we are lowering it.
What's with that?
Hi Jim - enjoyed the blog - glad you had a warm welcome to The Big Apple!
ReplyDeleteNice posting Jim. When I first saw the picture and the title I thought you were going to tell a story of slow service. We haven't been to New York as a family yet but would concur on Boston. I would add Chicago as another fantastic US city with energy and style.
ReplyDeleteVery good, welcome back!
ReplyDeleteOne thing a lot of Americans do well is tip, but only if their (generally high) service expectations are fulfilled. This probably contributes significantly to the service experience one receives from our southern neighbors.
ReplyDelete