Last week, I was getting ready for a client presentation when I realized that I forgot to bring markers. I took an Uber to the nearest office supply store and asked Jeff, the first person I saw in the store, for help. He said the three magic words, “Follow me please!”

With those words he led me to the right section in the store and showed me the different kinds of markers. He also pointed me towards the “Less harmful to inhale” kind. After I got what I needed, he walked back with me, opened a new register just for me. I was back in my waiting Uber in less than 4 minutes.

That was simply WOW.

In most stores when I enquire about the location of an item, I often get the answer “Aisle 13, left, half-way down.”  With those words, the team member turns their back on me and sends me out on an involuntary treasure hunt.  I walk to aisle 13, totally confused, and most of the time cannot find what I was looking for. Making a customer feel confused and lost is not the way to build a long-term relationship.

Jeff’s action at the office supply store was truly a game changer. He realized that his job was to take me to the product, help me choose what I wanted, and then get me to my destination ASAP.  Yes, I will return to Jeff’s office supply store and of course will expect the same level of service the next time.


Use “Steps Taken With Your Customer” As A Key Performance Indicator (KPI)?

In a world where many are obsessed about getting to 10,000 steps a day, team members can very easily find a way to measure steps taken with customers in their store. If team members set a simple goal of 1,000 steps a day with their customers, they will get excited as they get closer to the goal. The spontaneous welcome and ready to help attitude will show in their face when a customer approaches them. That attitude will take the customer experience to a whole new level.

Of course, they can add a little more just like Jeff. He realized I was in a hurry and opened a new register for me. Thank you, Jeff!


3 Steps To Better Customer Service:

  1. Listen patiently to all customers.
  2. Don’t just answer their question but help them get to the solution.
  3. Find proprietary KPI (e.g. steps with customers) to energize team members.