With a letter to mail, Michael went to the front desk at his office and asked “Has the postman come yet?” Sandy, the receptionist, replied “Yes, you just missed him – I’m sorry.” Michael said “That’s okay, I’ll just go downstairs and put it in the blue mailbox since they pick that up at 3:00 p.m.”
Then Sandy said “No – wait.” She took the letter, smiled, and ran to the elevator; she pressed the button, and the elevator doors immediately opened. She smiled at the postman holding the mail bin, dropped the letter in the bin, and ran back to the reception desk.
Yes, the employee actually ran to help the customer. Simple story, but WOW!
The only problem is that this simple service excellence doesn’t happen every day in today’s business world.
In today’s world, the receptionist lets the customer go mail their own letter downstairs.
In today’s world, the employee might go as far as to tell the customer to run to the elevator and push the button so that he might catch the postman.
In today’s world, the employee doesn’t make the effort – let alone RUN – to try to catch the elevator. In today’s world, the employee doesn’t smile at the postman or run back to her desk.
She ran. She smiled. She took initiative. She ran back.
How many times do we see employees try to avoid us at the big box home improvement store, or if they’re running, they’re running AWAY from us?!
Take the initiative. Take the burden off the customer’s shoulders. Show urgency on the customer’s behalf.
Run – sometimes literally run – for the customer.