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Unusual Customer Service

Screen Shot 2016-03-02 at 8.19.56 PMLast week after writing about good customer service, I was reminded of two unusual shopping experiences.

In a boutique, I laid a gift certificate, valued at $4.50, and $20 on the counter to pay for a necklace that cost $20.00. The sales clerk scanned the neckace and then said, “With tax, that’ll be $21.90.” I asked her to use the gift certificate and take the rest out of the cash.

The clerk held the money and gift certificate in her hands and pulled her eyebrows down. She moved her head from side to side. I fought my teacher instinct and didn’t say that since I gave her $24.50 that I’d get $2.60 in change. She smiled, picked up a pen, wrote on the gift certificate and then said, “Now you’ve got $9.00 on your gift card and here’s you change.” She laid $1.90 on the counter.

It was my turn to frown. I was surprised that the clerk doubled the amount on my gift card and gave me the differnce between the total amount of the necklace and $20.00. “I think I used all that gift certificate. You can keep it,” I said. Because my attempt to explain the transaction was futile, I decided not to quibble over seventy cents and I put the $1.90 in my pocket.

The clerk tilted her head, obviously confused. I suggested she keep the certificate and explain the transaction to the owner and if she was correct, they could call me. I never heard from the owner and the next time I shopped in her store, I learned the confused clerk no longer worked there.

I laugh until I cry every time Patsy tells about buying one item in a wholesale club, the kind where I easily spend $200. Patsy carried a five-pound package of ground beef in her hands and noted that at least two customers, with overflowing carts, stood in all the check out lines. But there were no customers in one lane. Patsy laid the ground beef and her wholesale club card beside the cash register.

The clerk brusquely said, “This lane is for flat bed carts only.” Patsy frowned and cocked her head. The clerk explained, “For customers with a flat bed cart. You have to go through regular check out.”

Patsy picked up the package of meat and as she turned toward other check out lanes, she saw an empty flat bed cart. She lay the meat on the cart and pushed it toward the check out lane where she’d just been refused service. Facing the clerk, Patsy said, “You wanted a flat bed cart so here it is.” She picked up the package of meat and lay it on the counter.

The clerk pulled her lips into a tight straight line and her eyes opened wide. I think she knew she’d met her match. She scanned the package. Patsy paid and thanked the clerk for her service.

When I asked Patsy to tell this story for the upteenth time, she admitted that as she put her hands on the cart handle she thought it probably wasn’t the thing to do, but she’d made eye contact with other customers who’d shook their heads when they heard the clerk’s remarks so Patsy carried through. Those customers smiled and laughed as Patsy paid. If only the clerk had spoken in a kind voice, my friend would have stood in line for 10 minutes.

Shopping can be more than spending money and buying goods. Sometimes it’s entertaining – when you keep your sense of humor.

It’s All About the Service

Screen Shot 2016-02-25 at 7.43.02 AMThe sign posted on the van windshield stated, “My job depends on my positive attitude, great service, and the customer’s satisfaction.” The driver had greeted each of us 16 passengers with a nod, a smile, and “Good morning.” He loaded our suitcases in the back of the van and then invited us to find a seat.

Before he started the van he announced, “The ride to the airport will be about an hour. Please tell me if you’re too warm or cold so I can adjust the temperature, and you can adjust the air vents above you. Sit back, enjoy the scenery, and we’ll travel safely.” And that’s what happened. As we travelled, that sign grabbed my thoughts. I sometimes long for the days of full service, especially when shopping for clothes.

About fifteen years ago, I bought a blouse because of great service. I’d found a pair of pants that looked long enough to fit my six-foot tall frame on a sale rack. “I think they’ll be short, but try them,” the sales clerk said. She was right. “So do you only want black pants or are you open to other colors?” Any color, just long enough.

While I sat in the dressing room, she chose pants and brought them to me. Some I tried on. “No. Long enough, but too big in the waist.” “Too tight.” I appreciated honesty. But, the jeans were perfect. “Are you interested a Foxcroft blouse? We just got new ones and they run long.” I wasn’t shopping for a blouse and didn’t know the brand Foxcroft, but I was willing to try.

That button-up-the-front, shirttail blouse is still a go-to. Almost every time I wear it, someone compliments the bright blue color and asks where I got it. I know the salesclerk worked on commission, but she was upbeat and friendly and carried a closetful of clothes to my dressing room.

About three years ago, I shopped for a dress to wear to the Fur Ball in a branch of the same store and the customer service was as expected. After choosing five dresses, I was guided to a dressing room. “Looks like you’re going to Cinderella’s Ball.” The salesclerk hung each dress on a separate hook. “Which is your favorite? Try it first.” I reached for a long black scoop neck dress and salesclerk said, “I can help you with zippers and such or get out of your way.” I welcomed help. None of those dresses fit. So the clerk brought others and when I didn’t choose one, she remained positive and friendly. I worked in a dress shop years ago– in the days when the customer was always right – and I know great customer service takes determination and effort.

Haven’t we all chosen a restaurant based on service? A run-of-the-mill cheeseburger tastes better when it’s served with a smile and a tea glass is refilled without asking.  And if I’m told, ‘have a good day,’ when I’m handed a takeout order through a window, I smile.

Nowadays, it seems that self-service is the norm. I pump gas and clean my van windshield with the service station’s squeegee, and when buying only a gallon of milk, I use self-service checkout. But I truly appreciate good customer service.

So I shop where the employees show positive attitudes and provide great service. Then, just like the driver’s sign said, I’m a happy customer.

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