Some Positive Customer Service Interactions (This weekend)

PANERA
Just received an email today from Panera telling me to visit any Panera in the near future for a free cup of coffee or tea. My wife also received the same offer. Because we are part of their rewards program, we receive bonus points for our purchases. Anyway, this offer appears to be independent of the rewards program. No coupons to print or worry about, just stop in for your free coffee. Not a big deal and won’t cost them much but interesting marketing. If I need lunch or breakfast this week, who will I think of? Besides this blog, will I tell others? Will it pay off for Panera?

Panera Image from Detroitmommies.com

COSTCO
Costco recently sent me coupons for photo developing. The deal looks attractive – 100 free 4 by 6 prints from your digital camera or $5 off one customer photobooks but that’s not what caught my eye. The coupon doesn’t appear to have an expiration date. Wow, now that’s remarkable! How often do you find a coupon for a free medium pizza or $10 off your meal and sadly discover the coupon has expired. This type of coupon without an expiration date gives us flexibility and options when to redeem this coupon. I wonder if Costco’s profits are up?

BARNES AND NOBLE
On Friday night, I had to purchase a book for my daughter’s literature class so I did the convenient thing and visited a Barnes and Noble nearby. During the transaction, the cashier asked for my email address and I inquired “why” and she said Barnes and Noble sometimes sends out specials and coupons. As she explained, she pulled out a paper coupon with a discount code and I asked her if she could apply that code to this particular purchase and she did gracefully. It was my lucky evening as I was able to save $8 or 50% on the book. To possibly improve your customer service interactions, it certainly doesn’t hurt to ask and be open to potential opportunities.

Kevin Schwarm

I have over 25 years of professional experience in business, information technology (IT), and customer service. Industry experience in retail, medical insurance, higher education, non-profit, financial services, and property and casualty insurance. Customer focused professional interested in providing value (save time, money and aggravation) by evaluating and analyzing information, services and products with a unique perspective.

2 Responses

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