For years, I frequented the same water store, a weekly ritual to replenish my supply. Despite being a regular, the staff never bothered to learn my name, which always stung a little. Ironically, I knew theirs. Each visit felt rushed, like they were eager to get me out the door.

My last visit was truly my last. I was interested in buying a water dispenser – they had various electric and ceramic models on display. Hoping to learn more, I asked the gentleman for some details, but he barely looked up from his phone, dismissing my question with a dismissive, “They’re all about the same.”

“Well,” I pointed out, “the prices are different, so they can’t be exactly the same. Could you tell me a bit more about each one?”

He just shrugged, eyes glued to his phone. “They’re all the same. Just check ’em out.”

That’s when I lost it. “I’m your customer,” I said, “and right now, I’m more important than whatever you’re doing on your phone. If you can’t take five minutes to explain the products you’re selling, why should I bother coming here?”

The saddest part? It was the owner. And his employees all acted the same way, especially when he wasn’t around.

This experience got me thinking about customer service. It’s not just about brushing people off or preventing bad reviews. It’s about the future of your business. It’s an opportunity to show what you’re all about – what you believe about your business, your company, and your product.

Customer service after a sale is just as important as the service you give to someone asking questions, whether digitally or in person. Over the years, I’ve worked with several print shops, and I know that many times the one who won the quote was simply the one who responded the fastest.

This story highlights a huge issue. It’s not about an age gap; it’s about the mindless reliance on technology. Too many people are ignoring what they should be doing – taking care of their customer, their guest.

When you take care of your customer, you have the opportunity to build your business. It’s like building a brick wall, one brick at a time. If you keep adding bricks, that wall can become incredibly high and strong, supporting everything you want to do.

But when you ignore customers, give poor service, or hire people with bad attitudes, that wall becomes brittle and crumbles. Instead of adding bricks, you’re taking them away. And what a shame.

Customer service isn’t just about that single moment. It’s about future business, sales, growth, and scaling your company.