I recently purchased a fall jacket for myself (Yes, I’m a shopper) but the problem was they only had one colour…not the one I really wanted but not bad. What’s a boy to do? Well the salesperson at RW & Co. suggested I purchase the coat, have a think on it, and exchange for the other colour at a store closer to my home. One problem, by the time I was ready to return it, the tags had been taken off (might have been me).
I went into my local store where I was greeted by Laura. Unfortunately, I didn’t have the coat with me, I was just in the area. But, I explained to her that I had the coat, not worn, no tags, and a receipt. She said it wouldn’t be a problem and offered to hold the coat until the following night (Friday) so I could come back and exchange. I wasn’t able to get back to the store until Sunday…. Did I miss my chance?
Apparently, not to worry. The coat was still on hold. Laura, noticing I wouldn’t be back in time, had left a message for her co-workers regarding my situation so I could still get it. When I had mentioned it to the new clerk, about to go into great detail because I thought I was starting from scratch, I didn’t have to. They were already in the loop. With my shnazzier looking new coat, I walked out of the store in about 5 minutes.
Communication. We think we’re good at it but when it comes down to it, most of us suck. So when staff demonstrate some skill and take the time to relay a message that is explained so well that I have to barely open my mouth, it stands out.
They didn’t have to accept my coat – it didn’t have the tags on it and they only had my word that I hadn’t worn it. So it was a bit of trust in their customers as well. Isn’t that novel.
But after a warm greeting, non-judgemental or suspicious interaction, holding the coat longer than originally planned and communicating to co-workers in case I came in when she wasn’t there…shows great employee empowerment and customer service on the part of Laura and RW & Co.
I’ll make sure I exchange my next coat there too.
Going steady – This could be the beginning of something major. I don’t mind that you talk to your friends about me. It just shows you care and only strengthens our relationship. Add that bit of trust you put in me and I’ll come back to you again and again.
Service Rating System:
Friend Zone – I just don’t like you in “that way.”
Booty Call – If I don’t have anything else better going on, I’ll stop by.
2nd Date – I’ll give you a second chance.
Going steady – This could be the beginning of something major.
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