Surprise and delight your client

Just when you think customer service doesn’t exist, someone renews your faith.

QUESTION: What’s a great customer experience you’ve had? Post below and give them a shout out.

Earlier this week, I went to Zehrs for a few groceries and used the self checkout as I was in a hurry. It wasn’t until I got to my car and put the groceries in the trunk that I looked at the receipt and realized I had somehow scanned incorrectly and wasn’t charged $3.99 for a pound of butter in my bag that was on sale.

I went directly back into the store, receipt in hand, to customer service and explained the situation asking her to charge me the $3.99. She smiled and thanked me for my honesty.

A moment later, the cashier handed me the receipt you see featured in the photo of this article. You will note that the line object reads “surprise and delight”. Well, it certainly did! I was gobsmacked with her kindness and acknowledgement of my coming back into the store (I wouldn’t have it any other way. It was the right thing to do and I did it with the full intention of paying for the item).

Bravo to Zehrs in Niagara Falls, Steve the store manager, and Felicia who served me. Wow, stellar customer service, well done!

Of note, what went right with this event is that honesty was rewarded and that’s huge because often it’s not. If you want clients to behave in a certain way reward the behavior you desire. It’s simple yet so few do it.

Also, the store manager had the leadership skills, confidence, and trust to empower his employees to offer a surprise and delight … which they certainly did.

Think about your organization. 

Do your employees get to exercise their discretion? Is low-risk decision-making delegated to the lowest level possible so matters can be dealt with fairly and quickly?

These are opportunities to make a fantastic impression on your clients. Identify them and seize them.

That’s what leaders do.

#leadership #Resiliency #Communication #customerexperience

©2022 Marion Grobb Finkelstein (MarionSpeaks)

Marion Grobb Finkelstein
Keynote Speaker / Corporate Trainer / Author
Recipient of APEX “Award for Leadership in Service Innovation”
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Leadership communication expert, Marion Grobb Finkelstein shows leaders at any level how to build resilient and respectful workplaces by changing how they communicate. Chat with her at www.facebook.com/MarionSpeaks or
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Post your comments and reactions below. What about this article resonates with YOU?

Marion Grobb Finkelstein

Marion Grobb Finkelstein helps leaders use their natural communication strengths to build resilient teams that talk.


  • Sharon Orr says:

    Good points as always Marion. You can never go wrong by being honest, even if the only payback is being able to look yourself in the eye! After all, who is more important than you and if you don’t believe that, can you expect others to?

    • Sharon, thanks for your comments. I agree with your insightful comment about putting yourself on the priority list — something too few of us do. And yes, honesty always is best. Integrity is about doing the right thing even when no one is looking … that’s exactly how I felt when I saw the oversight on the receipt. Even though I wasn’t expecting to get the butter gratis, though, it sure was a sweet surprise! Boy, I’m a loyal client now.

  • Hallam Carter says:

    I love the way you have braided together risk and empowerment in such an insightful way.
    There is a lot to learn here and you are skillfully bringing it to the forefront as only you can do. Kudos!

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