An Apple a Day Keeps the Customer
A large
grocery store opened a new outlet in my neighborhood.
A small basket of red apples sits by the cash register.
The sign in the basket reads:
‘Free apple if our staff at check-out did not
greet you and say thank you.’
But the apple basket stays full. Not because
the check-out staff are always smiling (trust me), but
because the act of taking an apple is tantamount to
‘catching the staff doing something wrong’!
Who wants to irritate grocery check-out staff when they’re
ringing up your order?
To get the impact the store really wants, the
sign could be re-written like this:
‘Thank you for shopping with us. We want you to
have a good shopping experience. If, at any point, we
are so busy serving you that we forget to greet you
or say “Thank you!”, please let one of these
delicious apples put a smile upon your face. We will
smile back!’
The store would give away more apples with this sign,
but would gain more smiles, too. Better text, better
impact.
Key Learning Point
Follow your good
ideas all the way from concept to detailed execution.
Good ideas need great implementation to deliver real results.
Action Steps
Find where your promotions
and policies are actually seen and heard by your customers.
Be sure the message is as clear at point of contact as
it was when first created.
Next Article in Customer Service Toolset >>
Have You Learned to Savor the Victory?
First Article in Customer Service Value Dimensions >>
In Customers We Trust
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Ron Kaufman is an internationally acclaimed customer service training educator for quality service.
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