A job well done
This weekend I visited a well-known department store that in the past has been recognized for exceptional customer service. However in the last several years said store has changed hands – with varying degrees of success. Their advertising department still talks a good game when it comes to taking care of their customers, but in reality, what you now experience when you visit -pretty much any- of their locations is mediocre on a good day.
That being said, it makes me happy, thrilled really, to report that my latest encounter with an employee at that store was exceptional. The result was that I happily bought 4 times the merchandise than I had originally intended to purchase and left feeling that the sales consultant and I were both pretty terrific. In part, here is what the she did right;
*Engaged me immediately (I didn’t have to go looking for her)
*Was personable and “real” never coming across as phony or feigning interest.
*Discovered my needs by asking intellegent, revelent questions, then digging deeper
*Suggested additional items, and told me how each would benefit me specifically
*Was knowledgeable about her product line
*Was NEVER pushy or impatient
*kept the conversation about me, the products or the business
*Invited me back to an upcoming event and asked if I would like her to call me for future events
*left the door open for me to return.
This employee’s outstanding conduct prompted me to write a letter to the store manager, particularly good performance should always be acknowledged, I can only hope they have the good sense to reward it and encourage more of the same in all their employees.
January 30, 2012 at 5:43 pm | Customer Service | 2 comments
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