The Beauty and Challenges of Face-to-Face Customer Service!

Picture this scene at a local restaurant in South Florida; you see one lovely couple sitting with a cute little dog at a table. Close by, there is a group of people who may not have appreciated the dog. So, an argument erupted between the dog owners and the other individuals, and a fight was about to occur when the brave Manager came out and quickly took one person aside and started her investigation. After several minutes, all was calm. I am not sure what transpired after that, but this scene reminded me of the critical role Frontline Managers play daily to keep things moving for customers and employees. This event exemplifies the many roles Frontline Managers and Supervisors take on constantly.

The workplace setting may change, and their core duties will vary; still, all Frontline Managers, Branch Managers, General Managers, Store Managers, and Supervisors have this in common; they assume many roles throughout their day to serve their customers and employees: They are greeters, coaches, mentors, referees, subject matter experts, information liaisons, disciplinarians, cheerleaders, security guards, cleaning crew, health inspectors, chauffeurs, event planners, party decorators, comedians when the team needs a laugh, crisis support counselors, and of course, role models. It is not hyperbole; they do all this and more. I confidently tell you this because I was one of them for many years. I also managed a fantastic group of caring Retail Branch Managers and Supervisors. They consistently go above and beyond with pride and love for their employees and customers.

Despite all the advancements in digital technology, research has proven that face-to-face customer service continues to be an essential option for customers. At the worse of the Pandemic, you still had customers visiting local businesses even when they had the choice of performing the same request online or by phone. Customers want an empathetic face providing guidance and support. So customers will drive to their neighborhood store, restaurant, local Bank, or Credit Union to interact with a caring individual. This also includes Airline Flight Attendants, and of course, brave healthcare workers. Building lasting relationships and positively affecting customers’ lives is at the core of excellent customer service, which is what Frontline workers do best!

During the Pandemic, Frontline workers received many accolades for their bravery and dedication. The applauses for Frontline workers were on point and so well-deserved. In the thick of the Pandemic, Frontline workers were critical in keeping business moving when things got very scary. They could not stay home and shelter in place. When you are a Frontline worker, there are few options for remote work. Frontline workers had to wear their big girl and boy pants and do the job. Everyone feared this killer virus, but frontline workers kept coming every day to take care of their customers, even if this was through safety glass or behind a mask.

Frontline Managers and Supervisors maintained order when customers refused to wear masks or abide by CDC guidelines. When someone was rude to employees, they were there to protect and support them. Words cannot adequately express my admiration and appreciation for all Frontline workers. We can’t ever forget their contribution during this horrible time. Of course, I am not claiming perfection; Frontline Managers and Frontline employees have their misses and lapses in services. And at times, companies hire the wrong individual for this role without the skills to thrive.

Back-office Managers and Supervisors also play an essential part in the success of a business and are important support pillars for Frontline teams every day. Back-office and Frontline teams must work in synergy and harmony to ensure a healthy and well-run organization. Working in unison provides excellent results for the customer and the company; when consistently achieved, it is beautiful. Many thanks to all the behind-the-scenes support teams; frontline operations could not run without you!

In addition, I would be remiss not to send a big shout-out to all the brave healthcare workers that risk their lives every day during the Pandemic to save many and continue to do so. Thank you for your sense of duty, bravery, and unwavering dedication!

In closing, Frontline Managers and Supervisors from all industries must feel proud of their work because they perform an indispensable role in the success of their organizations. They use empathy, knowledge, patience, listening skills, flexibility, and passion for duty as the crucial elements that keep customers returning and spreading the word about them and the business.

Hooray! for all Frontline Workers and their outstanding Managers and Supervisors! Keep up the great work!

Coaching Exercise:

7 Ways Leaders Can Show Appreciation for their Teams!

7 Ways Customers Can Show Appreciation for Great Service!