Sometimes it can seem like all customer service is bad customer service, whether it’s on the phone or in person. It’s a rare thing to have three POSITIVE customer experiences in the course of one day, but that’s exactly what happened to me recently. I was, against my will, in a jam-packed grocery store two days before Thanksgiving and I hadn’t slept well the night before. After a morning of hard work, I was only looking forward to getting this arduous chore done so I could go home and nap.
How could I be mad? And, while she continued with my goods, the person bagging my groceries conducted a pleasant conversation with me! My usual experience is that the bagger conducts a loud, often annoying conversation with his/her fellow bagger over at the next register. He was pleasant and cheerful AND he told me in which bag he had placed my eggs! Those two employees had me leaving the store in a good mood, the opposite of what I was upon arriving there. To top it off, the employee rounding up carts in the parking lot decided to lift my many bags out of my cart and hand them to me one at a time as I made room in my trunk. For a brief moment I wondered if I could offer a tip to any or all three of these employees.
If the dedication and effort of those three employees could be bottled and sold, no business would need the services of a mystery shopping service like Customer Perspectives. But, just imagine if that day, that one cashier’s aisle had been “shopped” by a professional who had witnessed these three miracles first-hand. Imagine if the report that resulted could be turned into training and/or incentive programs to make sure it was happening at every register, every time.