Stickiness? Pat can help
Occasionally, I feel stuck with a problem. It isn't mine. It was caused by someone else, by something I purchased or by someone who didn't do their job properly or just by someone who is good at getting rid of problems. And so I get stuck with it. The truck problem that I was saddled with by an unscrupulous salesman, the software that doesn't work right but was purchased from a company with limitless methods of avoiding contact, you get the point.
Because this happens to me, I appreciate people who eliminate the stickiness. They make you feel like you don't have a problem. They thrive on solving your problems and they are customer service gems.
Last night I had to run to a nearby grocery store, Giant Eagle. I grabbed the few items I needed and went to the express checkout lane. I was greeted by Pat, a very nice woman who smiled and asked me if I found everything I need. I had. She began to ring up my items and I realized that I had left my wallet at home. I told her that I was sorry but had left my wallet at home, asking if she would mind holding my items until I returned. "Sure," she said pleasantly. "I'll just ring these things up, suspend the sale and wait for you." I ran home, got my wallet and returned.
Pat recognized me and smiled broadly. She had double bagged my rotisserie chickens and had all the other items neatly packed away. She then asked if I had a Giant Eagle Card (a card that offers additional savings based on purchases). I didn't have the card with me so I said "no". Pat grinned. "Do you have a card or did you not bring it?" she asked. "I don't have it with me," I said. Pat walked over to grab a device for looking up my card number, plugged my number in and got me my additional savings and gas points.
The point is that anyone could have taken each of the these steps but not in a way that made me so damn comfortable. Pat acted like my nice aunt taking care of me. She wasn't put out or condescending to the idiot in front of her who forgot his wallet AND his Giant Eagle card. She readily removed the stickiness of these issues. My problems slipped away. If it was training I am impressed.
I contrast it with the people who might take my items aside but with that expressionless face that tells such a story. Or the person who says "All I can do is. . . ," setting me up for disappointment. Or how about the person who simply takes my "no" and moves on rather than helping me even though I didn't ask.
I sent a note to Giant Eagle. Pat deserves recognition. If you ever visit the Giant Eagle in Heath, Ohio and see Pat. Tell her you've heard about her. Great job.
Because this happens to me, I appreciate people who eliminate the stickiness. They make you feel like you don't have a problem. They thrive on solving your problems and they are customer service gems.
Last night I had to run to a nearby grocery store, Giant Eagle. I grabbed the few items I needed and went to the express checkout lane. I was greeted by Pat, a very nice woman who smiled and asked me if I found everything I need. I had. She began to ring up my items and I realized that I had left my wallet at home. I told her that I was sorry but had left my wallet at home, asking if she would mind holding my items until I returned. "Sure," she said pleasantly. "I'll just ring these things up, suspend the sale and wait for you." I ran home, got my wallet and returned.
Pat recognized me and smiled broadly. She had double bagged my rotisserie chickens and had all the other items neatly packed away. She then asked if I had a Giant Eagle Card (a card that offers additional savings based on purchases). I didn't have the card with me so I said "no". Pat grinned. "Do you have a card or did you not bring it?" she asked. "I don't have it with me," I said. Pat walked over to grab a device for looking up my card number, plugged my number in and got me my additional savings and gas points.
The point is that anyone could have taken each of the these steps but not in a way that made me so damn comfortable. Pat acted like my nice aunt taking care of me. She wasn't put out or condescending to the idiot in front of her who forgot his wallet AND his Giant Eagle card. She readily removed the stickiness of these issues. My problems slipped away. If it was training I am impressed.
I contrast it with the people who might take my items aside but with that expressionless face that tells such a story. Or the person who says "All I can do is. . . ," setting me up for disappointment. Or how about the person who simply takes my "no" and moves on rather than helping me even though I didn't ask.
I sent a note to Giant Eagle. Pat deserves recognition. If you ever visit the Giant Eagle in Heath, Ohio and see Pat. Tell her you've heard about her. Great job.
Kudos to you for sending the nice note. So very few people take the time to point out great customer service.
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She deserved it.
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I was about to suggest that you write a note to her manager and then got to the end and saw that you did. What a great post!
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Thanks. We need more Pat's. She was inspiring.
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You actually turned "customer service" into a two way street! That was great!
I have noticed a decay in service at the front counter lately. Can't say if it's individual or institutional - I've received both poor and terrific service from people in the same store. But I find it interesting that "service" has decayed to the point where we're almost startled when someone actually pays attention to us.
Many years ago I had a seen a program on training front counter workers in Japan - it may even have been in a Japan-based McDonald's. Each cashier, after bagging the order, folded the top, and handed over the bag with both hands to the customer. The cashier/counter worker did not let go until the customer took it from them. And all the while they were to keep their eyes on the customer. The bag was NOT shoved across the counter while the money was counted out.
It may seem trite - but there's a real disconnect in the service economy. Maybe it's the speed at which we do everything. Maybe it's turning everything into a commodity. Maybe it's reducing human communication to tweets. Maybe it's the fact that we ARE being reduced to a service economy and we're becoming disconnected not only from the customer but from the service or product we're providing.
I think the small act of thanking someone - no matter which side of the counter it comes from - humanizes us. And maybe that's the secret to turning this around...
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Well said, Jeff. Maybe both sides of the cash register should acknowledge the other? I've seen people just ignore the service person, staring at their phones or looking elsewhere. Doesn't exactly encourage service.
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