Why Dutch Service Sucks... and why one American loves it!
Why Dutch Service Sucks is a topic I've been wrestling with for many, many years. As an American expat in the Netherlands, it has been a constant struggle with seeking to understand how and why service in the Netherlands is how it is, and trying not to be that piggish American who thinks everything state-side is bigger, better and more beautiful.
The above screen shot is the first version of the cover. It was exciting to make it, and I continue to work on
I don't always succeed at the latter, but I have made some steps in beginning to understand why - from my perspective - Dutch service really does suck.
I am presenting my thoughts for the first time on 15 September in Amsterdam, and you can sign up here: https://www.eventbrite.co.uk/e/boost-your-cex-game-tickets-37492901277. Special thanks to Brunel for providing the meeting space.
The above will be a great day, as Stan Phelps is over from the US and will present his Red Goldfish thinking, and Nienke Bloem will be sharing a really cool Customer Experience game. Red Goldfish available here: https://www.amazon.com/Red-Goldfish-Motivating-Loyalty-Through/dp/0984983872/
I will also be giving the Dutch service presentation on 21 September at Shopping Tomorrow, where I am part of the Qhuba team supporting the Customer Experience Management expert group. Sign up for that conference here: https://shoppingtoday.nl/programma/parallelronde-4/why-dutch-service-sucks/
My challenge has been to bring over 15 years of notes and thoughts into 30 minutes of presentation and engagement. I know Dutch service sucks quantifiably, as the industry NPS for a bucket of industries is -4, while the same industries in the US is +27. That's a big difference, but why? Why does it matter? I will be looking at historical culture, feedback culture, language around service in the Netherlands, demographics perspectives and differences of experience design.
The answer will not be for Dutch companies to try and become American - that won't work. There are some new ways for Dutch organisations to approach their customer service ambitions and capabilities, and will help them succeed in the future.
(Interim) HR leader and change professional with a proven track record in both national as globally operating organizations
7 年I`m Dutch and have mostly worked for US based companies and have often experienced the blundness of Dutch colleagues. Usually they had good points to make but just phrased it in an awful way. So often the message did not come across. Too bad.
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7 年Interesting way to trigger a commmunity discussion. Several fellow Dutchies are already explained why we don't have an 'over the top' service culture. Service is an interactive process in which all involveld parties should show respect for each other. Service is not a one-way direction.
Technology Controls Manager
7 年I'm Dutch, but lived in the UK and now live in Kenya and visited a lot of other countries. Different countries, completely different ways of providing service to customers. The one thing I learned is to just be nice and polite. A smile, a bit of small talk and trying to at least say 'Hi' and 'thanks' in the local language will help you get better service. Institutionalised or not. Yes, Dutch service can suck. But so can US service or UK service. But treat people the way you want to be treated. That usually helps a lot. So, I don't fully agree with your article, Chris Parker. Service is not a science, it's not just an NPS figure. It's, in my not so humble opinion, highly subjective. Give and take. And having the right expectations and put it in the right perspective.
HR | BD | GM | Sales
7 年In the US sales and hospitality people are typically paid on a target driven commission. Waiters in restaurants sometimes work on commission only. In the Netherlands they get their fixed paid salary by the hour anyway. If they are not really encouraged and trained by their managers how to service customers I do not expect much of a change.
PDR Consulting
7 年Is Dutch service at a level that the Dutch accept and are happy with? Should we as expats judge them against our often rose tinted views of our mother countries. That said my wife would be quite happy to teach the checkout staff in Albert Heijn how to be a little more customer friendly.