SERVICE WITH A SMILE?

Over the last couple of years, I've become rather picky about where I shop and dine. A large deciding factor is how I'm made to feel when I go there. You'll never catch me in a TK Maxx riffling through endless rows of clothing that was probably piled together in the back of a van. For me it's all about the customer service.

Nothing frustrates me more than seeing three hungover students or struggling art graduates on their shift, standing around chatting about their epic night out, whilst I wait for one of them to notice me and find the top I want in the right size. Sorry, did somebody say Topman Oxford Circus?  The standard of customer service, once an institution in the UK, is fast becoming an afterthought for the majority of highstreet retailers.

Recently a friend and I were having lunch in town. We decided that for every time our waiter paid attention to us, smiled, or came to see if everything was okay, we would add £1 to his tip. After a delicious meal and plenty of chatter we ended up adding a mere £2 to the tip. That was for one smile in 2 hours and being asked if we'd like to see the dessert menu. I was appalled.  Waiting staff at restaurants; I feel obliged to tip you, my mother doesn't  But by how much depends on how pleasant and attentive you are. I don’t think it is too much to expect that, without my asking, you check on the salad starter I ordered 40 minutes ago.

 

I’m not saying the standard of service is this poor across the UK. In fact there are some places where service is so fantastic that I've forgotten what the food was like. And I'd happily go back there just for the friendly staff.

Research carried out last year by Nivea suggests that we are now a nation of closeness. Apparently the UK public have lost their stiff upper lip and are much more openly affectionate. This was evident during the Queen’s Jubilee and London Olympics. There was a real sense of warmth and unity. Believe it or not, strangers were even chatting to each other on public transport. It’s such a shame then, that after a few short months, staff in shops and restaurants have reverted to barely making eye contact.

THIS IS A SMILE

Cross the seas to America and it’s a whole different story. Shop assistants bend over backwards to please customers. There are even floor staff whose sole job is to greet shoppers. Fixed perfect smiles on their faces, and practically shouting “Hi, how are ya” and “Have a super awesome day!” These fake and forced pleasantries, whilst somewhat sweet are rather grating after awhile. 

But the standard of service is much better. Shop assistants in America seem to have more awareness of customer satisfaction and just get things done. They actually appear to enjoy their job, no really! Maybe they work on commission or they're taking Prozac in the stock-room. Whatever the reason, their approach is much faster and generally more efficient.

I’m not suggesting the UK should completely adopt this American robotic parrot-like approach to customer service. I suspect a designated greeter in some West End stores would very quickly get happy-slapped. We in the UK like a little more reservation and honesty with our interaction. But a little chat wouldn't go amiss. I like it when the girl at the checkout at Zara tells me she likes the shirt I picked out, or lets me know that her shift is nearly over and she plans on raiding the women’s shoes section with her staff discount.

To all the shop assistants and waiting staff, please wake up a little and crack a smile. It doesn't cost a thing and you might even get a tip. 

LOOK LIKE YOU JUST SPENT £10K

Yesterday I discussed (ranted) about Gina Rio and her £10k monthly allowance.

Gina is a stylist and understands how important it is to look presentable. Unfortunately we don’t all have a budget like hers. But that doesn't mean we can't look great too. So here is my picky pick of the items that you should be spending your cash on to achieve an expensive look.

Suit – Don’t get one tailor-made. Buy a decent looking one off the rack, and then pay a fraction of the cost to get it altered. The suit will be a fantastic fit and look like it was made just for you. Pair it with a crisp white shirt and a block black or navy blue tie and nobody will mistake you for the new intern.

Shoes - I don’t understand why anyone need 300 pairs of shoes. Pick shoes that can be worn with a few different outfits, that way you get more wear out of them. You can also buy little bits and pieces to revive tired looking shoes. If you must splash out on shoes, make sure they are a killer pair that you only wear on special occasions. You will appreciate them, and the comments you get on them even more. My killer shoes are a deep purple pair by Kurt Geiger

Bag – I really think a good bag is important. I don’t mind spending a little more on one. But again, I don’t think anyone needs 70. Pick a few that are adequate for different occasions. One for work, another for the gym. One for daytime use and another to match that sharp evening look. Zara have some great bags for men that come in at £50-£100. And they last for ages. I also love the Cambridge Satchel Company, who also have discounted items. They're on my Birthday gift list.

Zara also have great  bags for women. But I suspect women want to spend a little more on their arm candy. Mulberry is a gorgeous brand but with a weighty price tag.  But keep an eye out and you’ll find that they regularly have discounted items and special sales. And if you know the right people, you can even track down the wholesale outlet and save a lot of money. Do your research and save a bundle.

Jewellery – Let’s be honest, I can go and on about cheap jewellery, but nothing really compares to the real stuff. But whilst you pile on the bling, you are making yourself look cheap. Less is more so pick a few items to wear and keep them demure. Lots of big chunky items will only make you look like you just got your cash, or you have dodgy dealings with associates. And don’t turn your nose up at costume jewellery, such as Sultanesque. Some pieces look really elegant and it means you can change up your look more cost effectively.

Taxi – Gina gets driven around in a town car. Really? In London? I know the rail prices have gone up, but surely she can afford to work some of those 300 pairs of heels. Walk around showing off that new look, and if you must, get a cab for half the journey. Besides, a taxi driver’s banter is probably better than the chauffeurs.

Hair – Keep it clean. Gents, a slick look at the barbers cost £10. And ladies, I won’t put a price tag on your tresses. But make sure that you can keep it looking salon standard at home, so you don’t have to keep going back for a touch up. And play with your own style. Check out Youtube tutorials on how to create really striking hairstyles with minimum effort and no expensive visits to the salon.

Keep It Timeless - Purchase items that won’t go out of fashion. If you pick this year’s must have, it will soon become  so last year. Opt for something in a style that suits you, something you know you can wear comfortably time and again.

And the most important thing to remember in looking good is wearing it with of confidence. If you feel you look good, then other’s will notice. Don’t seek people’s justification. Be safe in the knowledge that you look fantastic and other people will soon notice it too.

Here’s hoping that if Gina Rio’s allowance gets cut off, this will help her survive and still look great.