"The customer is no longer king!"

Citizens are dissatisfied with services

Good service is the most important competitive factor in the trade. However, this can not provide a lot of companies and service providers in Germany. Only every fourth German (27%) believes that the saying "The customer is king" still applies. This emerges from a recent study of the BAT Foundation for Future Studies, the representative 2.000 people were surveyed from 14 years in Germany.

Professor Dr. Ulrich Reinhardt sees two main reasons for the low service orientation: "With the growing prosperity of our society, the demands have increased. What was not expected 20 years ago, is almost required today. In addition, we must not forget that is in the service sector is often badly paid. The willingness and motivation of employees, to service 'deal under these circumstances, with the theme, and constantly introduce yourself friendly and courteous, as is already on the line. "

"I won't put up with that!" - Three quarters of Germans do not tolerate unfriendly staff

Dissatisfied customers show up consistently: If they are served unfriendly or badly advised, the majority of Germans leave the shop (75%). Within the population, it is particularly the representatives of the middle generation aged 35 to 54 who leave (82%). For Reinhardt, these results are also socially conditioned: “In Germany it is common to perceive the negative rather than the positive. If the service is available to your full satisfaction, this is seen as normal. On the other hand, if something goes wrong, the consequences are quickly drawn or generalized.”

Conclusion: In the future it will not be the big ones who take over the small ones, but the friendly ones for the unfriendly ones

The globalization of the economy has many positive effects for the consumer: The quality of comparable articles and goods hardly differs from each other, the availability is guaranteed either immediately, but at the latest within 24 hours, and the prices are also largely transparent. Good service therefore often decides where the customer shops. The claim "I'm just doing my job" will no longer be sufficient in any area with direct customer contact. The consumer expects service and attention, friendliness and competence. Knowing about these customer wishes is important, fulfilling them is crucial if you still want to welcome satisfied customers and guests tomorrow.

Source: Hamburg [ Foundation for Future Questions ]