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Last week I went to a health food store to pick up a product.  When I entered the store, I noticed everyone in the back listening to a guest speaker.

I found the product quickly and went to the check out line.  There was no one there so I looked around for someone to help me.  An employee was opening large boxes nearby so I asked if he could check me out.

He shook his head and said he stocked the shelves.  I then asked if he could find someone to help me.  This employee again shook his head, shrugged his shoulders, and said nothing else.

Not knowing the right person to ask, I stated that I needed him to find a cashier so I could pay for the item.  He reluctantly went to the back and soon the cashier came up front.

The person stocking the shelves was doing his specific job duties, but only what was “in his job description.”  He didn’t realize that helping customers is everyone’s responsibility, whether it is to find the appropriate person or to directly assist them.  That may not be included in his job description, but it was common sense to help me.  And that is how companies stay in business.

Tags: Customer Service by Marcia Hall
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I go to Panera Bread regularly to pick up their rye bread, which my husband loves.  Each visit I am struck by how friendly their employees are.

Last Saturday I was getting the bread when I noticed that the person helping me had written “I love Duke” on his name badge.  My younger son and daughter-in-law are graduates of the University of Maryland and one of their biggest rivalries in basketball is Duke.

I said, “You’re a Duke fan?”

He said, with a laugh, “Yes, I’ve always been one.”

His manager then said, “And I have to live with that every day.  He didn’t even go there.”

We traded more good-natured digs back and forth and I left the store with a smile on my face.   It was fun, not just a transaction.  That’s what I really like about Panera Bread.

Tags: Customer Service by Marcia Hall
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One afternoon I went to a department store to pick up a new purse.  I wore jeans and a sweatshirt.  As I walked up and down the aisles, I was having difficulty finding a handbag I liked. 

The sales clerk in this section stood at the counter and didn’t say anything to me.  She noticed me but did not offer to help.  Meanwhile, the clerk asked the few other customers if they needed assistance.

Finally I found a purse and went to the counter to buy it as well as a gift card.  Immediately, this clerk became attentive.  After the purchase, she handed me the sales receipt and said,

“Go to this website and tell them about the outstanding service I provided you today.” 

She circled her name on the receipt.  As I walked out, I knew I had no intention of going to the website because her service was not outstanding at all.

In fact, she avoided making any contact with me while smiling and talking to other customers, perhaps assuming I was not there to buy anything.  When it became apparent I would buy merchandise, she became suddenly attentive. 

Simply ringing up a purchase is not exceptional.  Very importantly, this clerk needs to know that customer service is not outstanding just because she says it is.

Tags: Customer Service by Marcia Hall
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