A giant baby store – let me rephrase – a baby store that’s huge (like a big box retailer, not a store for giant babies) can be intimidating for first-timers. So much merchandise, so many options, so much selection – all to care for an 8-pound little human.
These stores can also be intimidating for those who are very experienced with babies – although the most recent personal experience was decades ago. To whom am I referring? Yes, grandmothers.
Ellie is such a person – a wonderful grandmother who was invited to a neighbor’s baby shower, which meant a visit to the dreaded baby superstore. When Ellie entered, she thought she knew what she wanted, but she was overwhelmed with the store size and selection. Standing there in the cavernous confines of the store – looking around, partly amazed and partly bewildered, Ellie was greeted by Olive – an employee.
Olive asked Ellie if she could help, and Ellie described the first item she needed; then Olive walked with Ellie to the other side of the store and found the gift. Olive asked if Ellie needed anything else. There was one more item, and that resulted in a trek to a different part of the store.
Then Olive walked Ellie to the front to check-out, and as they reached the cashiers, Ellie noticed a table with giftwrap. Ellie asked what the table was for, and Olive noted that customers are welcome to wrap their gifts for free after purchase.
“Wow! That’s a great idea. Since you did such a good job of helping me with everything else,” Ellie said, “maybe you could wrap for me, too!” Ellie and Olive laughed, Ellie said thanks for the help, and she paid for her items.
As Ellie got her items together to leave the store, Olive showed up, greeted Ellie, and said “I’ll be happy to wrap those for you!”
“Oh no. That’s not necessary,” Ellie replied. “I was just joking.”
“But it was a great idea – I’m happy to help,” Olive finished.
So Olive wrapped the gifts, Ellie went on her way, and there was a story set to be retold numerous times.
Service Excellence is often about treating people special. Treat a customer special by doing for them that which they could do for themselves.