A customer waited at the copy center while two clerks carried on about a “slimy” (their words) co-worker. They didn’t acknowledge the customer’s presence at all. It was as if she were a ghost.
Another customer waited at the cleaners while two clerks stood behind the counter talked about something the boss had done and what a witch she was for doing it.
After a very long day, a man went to his car – eager to drive home. The car was dead. Frustrated, tired, hot – he called AAA for a tow. Prepared to wait for 45 minutes, he was surprised when the truck arrived in only 10. And even more surprised when the driver offered to do a series of tests to see if the towing could be avoided.
What a treat! An even bigger treat when the car actually started. No towing needed.
At the pharmacy, a mother picked up a new medicine for her child. The pharmacist answered all her questions – very knowledgeably – very patiently. It was almost as if she were the only customer.
At the grocery store, a 40-something woman went to the self-serve checkout line. When she scanned her bottle of wine, the computer blocked further activity so that the cashier could check her ID. The cashier, laughing and joking with other customers, was making it an event for all who came through his line. He hurried over to the 40-something young woman, winked and asked for her ID. He made her day!
What about your customers?
Do they encounter tricks or treats when doing business with you?
Read more on this and what to do about it in our new e-book. See below.
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