I meant to publish this post way back in oct 12 but got abit stuck last time..hence put it off till now…

Was supposed to be doing either econs or biophysics last nite, but got into a short but interesting discussion with a fellow esplanade newbie..bout her having to slow down in terms of the number of events she’s doing @ espl, and the frequency. Doing them so fast (she’s clearing her 21 trainee hours this wk, when i still have 2-3 assignments b4 hitting 21) can result in loss of interest for the job, and into something that all cust service ppl should never be at: being immune to ur customers. Immune, as in you develop the attitude that you’ve seen all, heard all, and handled all. Nothing fazes you and you get so bored in ushering that you fail to empathise with a patron’s problem. For example, a patron comes up to u saying that his seat has obstructed view. You know that he bought the ticket knowing that it has an obstructed view so really, he has no grounds for complaint. But how u tell him that makes a whole world of difference.. u can tell him in a bored voice, “sorry i can’t help you with that, cos u bought the ticket knowingly” or giving a slight apologetic smile, “sorry sir i understand your problem, but i believe that you were informed that the seat is a restricted view one. I could get a booster seat for your child. And sir, if you wish to upgrade your seat, pls check with me again. I see what i can do to help you with that” I think that made some difference.. both ushers are trained, but the latter is more in touch with the patron.. Now how many of the ushers that i’m working with possess this touch, and makes an effort to treat every patron like he or she is the usher’s fav patron. I personally think that i fall short of that sometimes. Was working with another usher @ SIS, between the 2 of us was a sector of around 200+ patrons, and there was one who was happily snapping pictures of the concert from her camera phone. I had previously told a patron next to her that she couldn’t take photos, so this new patron has to be told to stopped, not just cos of house rules, but we can’t show that we bend this rule for 1 patron but not the next. So i signalled to my partner to ask him to go tell the patron, but he refused to move.. i was like wtf! Later at the end of the concert, i asked him y he didnt do anything..he claimed that the patron was taking from her phone and we can’t do shit.. cos we can’t force the patron to deposit her fone. I believe we have more “weapons” than that, ranging from a simple warning to tell her to stop, to getting security involved. This one may stir up a hornet nest, but irresponsible n slacker ushers do exist @ esplanade, and for that matter, UCC and SIS..have not personally worked with one, i’m lucky so far… Ok all hearsay for time being, but it’s scary to hear a senior telling u that alot of the rules are extra.. dun need to follow.. n showing a severe lack of interest in the show n work.. few blacksheeps or usher-fatigue? i dunno… It was also during a very recent event that i saw a dark side of some ushers..they are very conscientious during work, taking care of patrons n being able to solve problems quickly.. i admire them for that, but that impression was damaged when they switched off immediately after the last patron left n we were waiting for debriefed. So they were just hanging ard, sitting down, eating tidbits when a patron came in to ask for help to find a lost item.. Some did help…others sat down still, eating ..another talked to that patron while eating.. so is that a mere slip or a sign of forgetting the golden rule of treating every patron as ur fav patron? I always enjoy reading the Good Service feature every tuesday in the straits times, over the weeks you would realise that the examples of good service contributed by readers are always very simple, nothing out of the world. Often it comes out of the fact that the service provider considered the feelings of and the situation the customer is facing..in short it doesnt take much to become a good service provider.. of cos u gotta have the technical skills required, like a call centre operator must noe the company’s products very well.. but beyond that, it is really dependent on the attitude of the service provider…