Reputation COUNTS

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 //