What a week! I visited a local small store that I shop in about every other week. I always see employee turnover but never seemed to notice a customer service issue until last Saturday. I was in a hurry, ran in to get a bag of candy. The candy aisle was filled with boxes for restocking. I specifically needed chocolate, don’t we all? The clerk was stocking the shelves right at the bags of chocolate. I said, “Excuse me.” She replied sharply, “EXCUSE ME!” I stood there in shock. She did not move. So, the message I got was that I shouldn’t buy the candy and should just step back and let her stock the shelves. I left!
Then I went to the next store. I thought surely they would have DOVE candy in this drug store. I stopped by the ladies room and it was filthy. I’m thinking this is a place where employees who handle your medications are using this rest room. It was so bad, I left.
On to the next stop. This was the polar opposite! This time I was in a restaurant to get a smoothie. I wanted something quick and healthy and the gal suggested a mango spinach smoothie. I asked what it tasted like and she told me, “If you don’t like it, I will get you a new one.” How refreshing. I said, “You will get me a new one?” “Yes, on us.” I ordered the smoothie and it was delicious. She even came over to my table to see what I thought it. I stayed.
“Sharing an experience (eating chocolate) with another person, amplifies one’s experience.” Taking up this “better together” principle can help you build a better customer experience and a stronger brand. Whatever your service or your product, it likely improves in “taste” if it’s experienced by two or more of your customers together.
Store #1 Employee – needs to share Chocolate
Store #2 – needs to eat Chocolate and learn how to care about their store’s reputation
Store #3, I’m sure is already sharing the Chocolate!!!
Carol serves as a featured writer for the Home News. Carol is an accomplished professional speaker, coach and educational consultant specializing in innovative leadership, outrageous fundraising, million dollar marketing, and building organizational alliances throughout the country. Carol’s creative leadership provides bullet proof ideas for recruiting MORE MEMBERS, MORE MONEY AND BETTER LEADERS to your team. www.caroltalks.com 610-442-4545 email@example.com Like Carol on Caroltalks and CarolCoaches! Carol S. Ritter, Past President, National Speakers Association Philadelphia and St. Luke’s University Hospital Visiting Nurses Association & Hospice.
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