I went to my local mall today to do some last minute shopping. As I was passing through JC Penny to get the main part of the mall, I noticed some clothes that I liked and tried them on.
As I was walking toward the counter to purchase some items, I noticed that there was no one to be found. I like to play a little game in stores called “How long before someone notices me and comes to help?” I hadn’t even made it to the counter and a voice called out from behind a rack and said, “I’ll be right with you!” Within 15 seconds a shorter woman came out with a big smile and said “Hello! I just wanted you to know I was here. Most people can’t see me as these racks are much taller than I am.”
She then proceeded to engage me in conversation about the items I was purchasing. She then asked me if I had the current coupon with me. I replied that I really didn’t know which coupon she was talking about. This was a last minute shopping decision trip for me. She went over to the entrance and picked up the current sale catalog and used the 20% coupon on the cover. She told me that it was good for another few days, “so be sure to hang on to it.”
At the end of the bagging process, she said “Thanks so much for coming in today and shopping with us. I hope you’ll come back again soon.”
This woman did just about everything perfectly. She sought me out, let me know that she would be right there, actually showed up quickly, was friendly and engaging, helped me out by offering me a coupon to use, advised me to use it again, and thanked me for coming in, and encouraged me to return again soon.
But really, she had me at “Hello” and her smile!
This is the type of excellent customer service that increases customer satisfaction and retention. You reallly have to make the right hiring decisions by hiring the right service attitude. This wonderfully pleasant woman helped set the tone for the rest of my day.