By Cyndi Smith, Director of Billing Operations
Added June 1, 2009
While out on a weekend run, I ended up venturing further than I had expected, and the humidity was far more intense than I had anticipated. I stopped at a convenience store on my way home and was rather surprised with the response I received. Hot, tired, parched—and rather sweaty—I opened the front door, and the individual behind the counter greeted me with a smile and a courteous greeting. Upon asking for a water fountain or a paper cup to get some water, he told me to take a cup from the fountain area and get something to drink, as he was sure I needed it.
Now, I am sure I did not look or smell like anyone he may have wanted to see right then, but that did not change his pleasant attitude or customer service. I have told those who live near me of this store with exceptional customer service—being greeted with a smile and treated well.
Since that day, I have taken greater notice of how I am greeted at other stores. If I am greeted with a welcome and a smile and also receive a kind word or two when paying for my fuel, I feel more appreciated—and valued—for frequenting that location. This makes me want to shop there more often, as well as tell those around me about that retailer’s level of service.
As an operator, when other stores within a block or two are selling similar products and services, this is one measure that can make you stand out among the competitors. Financially speaking, you do not have to invest any money in adding this service to your daily operations. All it takes is reminding those working the counters—and on the floor—to greet every customer that comes in and treat them with respect. While this may not make a difference for some individuals, it may be that turning point for others who will then spread the word about your good customer service.
And what about that store that welcomed a distressed runner at the beginning of this story? I am still greeted with a “Hello” or “Good afternoon” every time I go there—and those around me have heard about it.
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