A happy customer
Lisa Casinger -- Kids Today, 4/1/2008
How’s your customer service? Before you say it’s good, do you really know? The reason I ask is because I’ve made purchases lately that have made me think about customer service.
A few weeks ago we went shopping for mattresses for our kids. Both were local stores, one chain and one independent.
Walking into the first store I was immediately turned off because it was so dark inside. There was one person in the store and he didn’t say a word as we walked in and started browsing. When he did finally approach us he didn’t greet us at all — just asked what we were looking for. We said two full beds for our kids. He told us the area we were looking in was the high-end beds and we probably didn’t want that. Then the phone rang and he left, but was still visible. We looked around a bit more and left; he was still on the phone.
The second store was brightly lit and we were greeted as soon as we walked in. The salesman was personable, asked us what we were looking for and had the kids test different mattresses to find out their preferences. He then explained the different sections of the store and left us to look around a bit. My kids immediately went to the Tempurpedic and Sleep Number beds (a testament to the power of TV advertising). The salesman smiled and steered them to more realistic choices and was very patient as they each tried out bed after bed.
We ended up buying two full beds there that day and even though the delivery guys were a couple hours late the next day, I’ll probably go back when it’s time for my own new mattress.
Which story would your customers write about shopping with you?
