Secret of Service


Top Secret

This past winter I was shopping at my local grocery store for ice melt. Our area had just been the lucky recipient of a large snow storm and there was a run on ice melt. While in the aisle the young store associate used non-verbal cues to ascertain that I was in need of something but hadn’t found it yet.


Using the 15-5 Rule he acknowledged me and asked the right questions to determine my need. Although the store had run out of ice melt, he didn’t simply answer the question with a negative (“No, we don’t have anymore ice melt“). He managed to end the transaction on a positive note by explaining why the store was out of ice melt, when it expected to receive more and where I might still find some. Despite walking away without the product I was looking for, the positive interaction will keep me going back. Whether or not the associate knew it, he exercised the most basic tenet of customer service – value the consumer.


I am always amazed when I receive  extraordinary service. I am not sure why because consumers should always be the recipients of excellent service – regardless whether the transaction is off- or on-line. There is compelling evidence that consumers would spend more on a particular item if it meant that they were recognized and appreciated. Yet, despite the basic human need of feeling valued, most companies miss the mark.


How have you been made to feel valued?


In the spirit of hospitality…

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