In Customers We Trust
I
was in Boston and wanted to buy a homeopathic
remedy for my young daughter. At 9:10 pm I drove up
to a local health food store, Bread & Circus.
The store closed at 9:00 pm and cash registers were
sealed for the night. But the manager could see my concerned
face through the glass door and let me step inside.
He listened to my concern, then walked down the aisle,
picked up and handed me the $10.95 product I needed
and said, ‘You can come back and pay for it tomorrow’.
I was amazed. He asked for my name and telephone number,
but when I said I lived outside the United States, he
replied, ‘Well, just come back in the morning
and tell them what you got. We open at 9:00 am.’
I was back in the store the next morning with a grateful
smile, and $10.95, and a big compliment for
Mike, the night manager of Bread & Circus.
Key Learning Point
Statistics (and
common sense) show that most customers are honest, appreciative
and sincere. Yet organizations are filled with strict
policies to foil the few who might try to cheat.
Make your business a place of caring, connection and trust.
Those you serve in an open manner will gladly return the
gesture.
Action Steps
The next time your
customer is in a tight spot, forgot his wallet, needs
something extra now with only a promise for later, create
a powerful and positive impression.
Take action on this oath: ‘In customers we trust’.
Next Article in Customer Service Value Dimensions >>
Palm Pilot Wins with Word-of Mouth
First Article in Customer Service Vision >>
100% is Not Enough. You Need 120%
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Ron Kaufman is an internationally acclaimed customer service training educator for quality service.
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