Some Brief Examples of Good Customer Service

Typically, the cashiers at Trader Joe’s will warmly greet you and ask how your day is going. It’s not the typical, scripted greeting one hears at many other grocery stores. It’s casual and relaxed, and of course a different approach and yet one that makes you feel appreciated and comfortable in their store.

z3On more than one occasion, associates at Home Depot will do what they can to help you find a product. If it’s not in the store, they frequently will go online to see if you can order it online and have it shipped to the store. I’ve also been pleased with some HD associates when they don’t have a given product and will frankly refer you to another hardware store.

Being a Target regular, I appreciate their approach when long lines are created at the checkout area. For the most part, when lines contain 2-4 customers, a manager will call additional employees to the front of the store to handle the excess. This isn’t an anomaly. For the majority of the time and occurring in other locations, the last thing Target wants is customers who are annoyed at waiting in line for too long as they leave the store. To that end, they are diligent about limiting customer inconvenience. If you’re a Target regular and the store is busy, you may be able to predict when they open up additional cashiers.

Walgreen’s has an automated call system to inform customers when your prescription is ready. If it’s not picked up within certain hours, the automated system will call again as a reminder. I believe after the 3rd or 4th time, the pharmacy department will call to inform you of this fact. It’s using technology and still the human touch to provide strong service.

When the young man at Ace Hardware, who has helped me load my car with river rock and mulch asks me if I want two extra already opened bags of river rock without an additional fee, that’s a nice approach and makes me feel appreciated as a customer. Customer centric?

I sometimes enroz2ll in technology courses through the Cook Memorial Library system. Once you sign up, they will email you a few days prior to the course as a reminder. In addition, there are email reminders for library materials that are due. Because I frequently check-out magazines that are due within 7 days, having an alert email system to be notified of this fact days before they are due is useful. Once this is taken care of, those email alerts can be deleted from my inbox.

I was quoted at Ace that the Scott’s mulch was $3 with an Ace Rewards Card. It turned out to be $4 as the cashier spoke in error. They gladly refunded the difference and made sure I got all the mulch at the quoted price. They didn’t argue or balk, they realized it was their error, took responsibility and gave me the more inexpensive price.

Coming down for breakfast at various hotels while still scraping sleep from my eye, I’m greeted by the breakfast employees with a smile and “good morning.” Good customer service?

When I learn Home Depot doesn’t sell large landscaping boulders, the HD associate takes the time to clearly understand my needs. She proceeds to get an address of a local landscaping supply who may be able to meet my needs. It certainly saved me a few phones by her actions.

I was told it will take around 90 minutes for my car to be serviced at the Lexus of Highland Park dealership and at the same time, the service technician said he’ll do everything in his power to complete the job ASAP. He was able to shave almost 15 minutes off that estimation. I appreciate his conscious effort to meet or beat that commitment. The ability to get some coffee and bagels while using Wi-Fi inside the cleaning waiting area made the experience quite palatable.

 

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.

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