Key to Customer happiness: The little things
In providing customer service, we should all think like the customer – not automatically do what is comfortable or “cost effective” for our business. (That effectiveness may actually drive business away.)
I was in the supermarket produce section this weekend – trying to move quickly, stock up quickly and get outta there. Ended up buying less than intended – just too much hassle.
1. I had to manuever around employees wheeling out gigantic trolleys full of more produce, which blocked whole displays…
2. Skirt piles of onion skins another employee was cleaning off the onions….
3. Then, I get to the nectarines….oops no bags….so I juggle three of them, run the obstacle course of trollies (and other customers) looking for bags. First two rolls are empty.
4. Find a display with bags. Now, I’ve got to get the dadblamed thing off the roll and open…all while holding the fruit.
5. Repeat process for every other purchase.
I’m sure somebody thought it’d be more efficient and/or cost-effective to place bag stands only at the end of certain displays and to restock during the day shift. But, very few customers move in an orderly linear fashion, getting the bag before we do anything else. After all, if I can’t find ripe nectarines to my liking – I don’t need the bag. And, it doesn’t do much good to restock displays if people can’t get to them – especially during peak buying hours.
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