I didn’t go to my favorite stores this morning in order to save time.
I stopped to two other stores to grab some small items I needed and was quickly reminded why I’ll pay a little more just for the experience.
So, the first store I went in, the attendant is down one of the isles I happened to turn down, stocking shelves with inventory. I spoke and proceeded to get what I need from that isle and headed to the register. (which is visible from the aisle we were both on)
I stand there for a 2-3 minute time span. I don’t turn around but I’m listening to see if I can hear footsteps headed my way.
Mind you a good 3 more minutes has gone by. The store is not busy at all.
I know that doesn’t sound like a long time but it’s a long time when someone who works there sees you waiting and doesn’t address you in any way.
No, “Ma’am, are you ready?”,
“Ma’am I’ll be there in just one moment.”
I said to myself, “Well maybe she didn’t even pay attention to the fact that I went to the register.”
Which is really something that should just be normal, but…
I turn around and say, “Ma’am I’m ready.” Notice I didn’t leave the register to go find her, I simply turned around. This is how close in proximity we were.
She said. “I’m coming” in a very hard voice. As if to say, “Don’t you see me doing something?” Then proceeds to put more items and things on the shelf for about another 2-3 minutes.
I can not…lol.
She finally proceeds to walk over to the register, really, really slow, as if I’m a problem.
Everything on the inside of me was balling up in a knot because one of the things I work with businesses on is creating their brand, their culture, and perfecting their customer service experience. I think because those are my sweet spots I notice when things are really off and they usually line up with other things that are going wrong in the business, even the profits.
Whether is untidiness, uncleanliness, disorganized, etc. they normally line up.
This just reminded me of a book my girlfriend shared with me years ago that really put me in a space of awareness.
“The Way you do anything is the way you do everything!”
Still with me?
There is more!
All because I decided to go outside of my normal choices.
Have you ever done that? Chose something quicker, or easier and regretted it?
I proceeded to another store (not one of my favorites.) before hitting the highway to head home. I had dropped my daughter off to school and going home to prepare to get dressed for her 8th-grade graduation. YEYYYY. But that’s for another post.
This next store is Food Lion grocery store. I don’t mind going to Food Lion(Publix and Harris Teeter are my normals) but this particular Food Lion is not the best so I really avoid this one. But I only needed to grab some cashback at the check out to avoid going on the other side of town to my bank.
The perfect quick alternative right?
When I walk up to the register there is a lady in front of me being serviced with two baskets full of groceries.
It looked as if she had things for an event or party. Maybe someone was graduation in her family too.
I stand and wait patiently.
This was a moment for me to either stand there and be frustrated or just accept the simple fact that I had to wait. I get to choose how I feel in every experience.
In my mind I did say, “Is there no one else working but her?”
Maybe after about 7 minutes of waiting a young lady comes out and goes over to a station area as if she is checking into work.
Yes, I thought.
But she isn’t coming to a register.
I said okay, she’s probably a manager doing something else. Time goes by. Walking slowly she says, “Ma’am you can come to this register, I’ll get you”
The lady with a lot of groceries in front of me may have only had about 20 more items before she’s finished being checked out at this time.
I proceeded to go around to the other register.
This cashier is in slow motion. Fixing little things around the register(not signing into the register, just little stuff, talking, looking around, fixing items on her clothes)
I couldn’t make this stuff up!
I actually finish around the same time as the lady that I was previously behind.
The attention to detail for the customer waiting to be serviced would have never happened at my favorite stores. And if they did it would be very rare. There would have been an apology or some type of acknowledgment. For those reasons alone, I’m willing to pay more for the experience!
These are small things businesses overlook or do consistently as it relates to customer service. They determine what type of customer they get by actions. They develop their Brand, their culture, and an organic attraction for their customer base, and business.
There are simply some consistent loyal customers, like myself, who are willing to pay more for a better, more thoughtful experience.
With all the new things trending we must never forget that stellar customer service sets your business apart.
I do entire strategy sessions and trainings to businesses on this subject outlining customer service, customer experience, and client attraction systems.
It was one of the things that separated my business and our team organically when I owned a brick and mortar. It was a resounding comment from customers who did business with us!
“Excellent Customer Service”
It still works and should be an intricate part of your team building and coaching to your staff.
Success On Purpose
P.S. I will be deep diving on this in our TEAM building segment at the http://www.strategicleadershipgrowth.com/
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August 3-5, 2019
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