Ireland's 'Express Lane' Makes Sense
Remember
the last time you were in a supermarket approaching
check-out?
Remember the fast-moving line marked ‘Express
Lane: 6 items or less’?
Have you ever counted the goods inside your basket and
then removed one or two so you could get into
the fast-moving line? I know I have.
What a bizarre concept: rewarding customers with greater
speed for purchasing less instead of more.
This ‘common sense’ approach is downright
counter-productive.
One supermarket in Ireland has turned conventional wisdom
on its ear. Their speediest check-out line is clearly
marked: ‘Express lane: $150 or more.’
This lane is express! Extra registers keep
the line moving. Big buyers have their purchases rung
up simultaneously on two registers by two check-out
staff. Extra helpers are on hand at all times to bag
the groceries and escort big buyers to their cars. And
special coupons are given to encourage repeat business.
With service like this, wouldn’t you add
a few items to your grocery basket to qualify for the
Express Lane? Now that’s common service sense.
Key
Learning Point
Your most valuable
customers deserve special service to make their lives
easier and their purchases more convenient. That makes
sense.
Action Steps
What do you
do for your big buyers to ensure their repeat business?
What special service belongs in your organization's
Express Lane?
Next Article in Customer Service Standards >>
IKEA Turns Common Sense Upside Down
First Article in Customer Service Toolset >>
Future Sales are Hiding in Service
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Ron Kaufman is an internationally acclaimed customer service training educator for quality service.
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