It’s in the details.
Sad to say that expectations for great customer service has gotten so low that even OK to moderate service blows us away. “WOW, THEY BROUGHT US WATER!” Sad, but true.
In a world where your barista wants a tip for just doing their job, it’s the little things…the effort…that seem to be lost (FYI barista, you’re on notice. I don’t tip for pushing buttons). Two incidents recently made me smile and, I hate to say this, that hasn’t happened very often when it comes to customer service.
Incident Numero Uno: Not Thrifty on Service
On the shopping list during a trip to my local Thrifty Foods supermarket was a carton of eggs. Now, my mother taught me well. I always make sure to check the eggs first to make sure of no cracked or broken shells, and this time was no different. When I went to purchase them, the cashier made sure to check my eggs for me as well. Did he think I was an idiot who was raised as a sheltered urbanite, far removed from the farm? Didn’t he know I could handle my eggs? Of course he did. He was just taking that extra step to ensure I was getting the product I was paying for.
Incident Numero Dos: No Mayday on this Bay Day
The dreaded Valentine’s Day had arrived. I was no rookie – straight to the romantic and sweet. I went to The Bay and bought my girlfriend a nifty vase. The cashier made the effort to have a conversation with me…and not that “so, how’s your day?” crap. It was certainly light but it was engaging as she made jokes about her inability to use Scotch Tape (she did suck at it). As well, she made a point of wrapping my gift, finding a box for me and a bag to take it home in. Could she have wrapped it in paper and put it in a bag? Sure, that would have worked but it wasn’t a step that would have added value.
I know, I know, I’m getting excited about a guy eyeballing my eggs and a square piece of cardboard. But that’s what it comes down to…the little things. You should always aim for great customer service but you should always remember that it’s the little things that mean the most.
Has a business done something for you recently that was small but significant? Please share.