Tadd Barnett
Dr. Blasko
Service Encounter
9 June 06’
Poor Maintenance
My service encounter happened about a week ago, and was not the ideal form of service, but still very much relates to what we are talking about in class. When Ken Clement came to speak to our class, a very powerful principle he taught was this, “from the moment a client steps foot on your property, everything you do in business is marketing.” I truly agree with this idea, and saw lack of understanding this principle in a maintenance man who works at the apartment community where I live.
I was coming home from class and rushing to my apartment in order to make it on time to work. In order to get to my floor I have to climb three flights of stairs and then walk down a long walk-way. In the hallways are long strips of carpet divided by little sections of tile. The tile sections become dirty very easily and have to be mopped frequently. This particular day was one of those days. Blocking the way to my apartment was a maintenance man mopping the floor. As I approached him his back was to me, so not to interrupt I tried to slip by taking as few steps as possible on his newly mopped floor. Immediately I heard the maintenance man say rudely to me, “Excuse you.” I knew immediately he obviously felt I had been rude for not asking to walk around, but still being startled that he felt I obviously was intentionally being rude turned around and said, “what,” appearing as if I did not hear him correctly. Who knows maybe he said, “Hello, sir how are you today?” And I misunderstood him. I was trying to give him the benefit of the doubt, but immedi ...