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.
©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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