An Example of Empathetic Customer Service

This past week my wife and I went to our local Kroger grocery store where we’ve been shopping for over a decade. Surprisingly after entering, we found ourselves in the midst of a store RESET.   As we looked around, everything seemed foreign except the smiling faces of employees. Normally, we could waltz through the isles and fulfill our list without a second thought, but on this day, our dance had quickly turned into a slow crawl. Fortunately, Kroger had a plan to help their customers during this difficult transition, and it was born out of empathetic thinking. There were many aspects of their solution I liked, but the two action items that made the biggest impact on us were the following:

• First, the store had printed and offered maps of the new layout. Yes, I realize it was a little bit of an inconvenience that I had to look at the list to find out where the items I wanted were now located, but it ended up being a fun experience.
• Second, they had made special smocks and stationed people all over the store who made themselves available to answer any questions regarding the “WHY” of the reset. This was huge for me, and not only did they greet you with a friendly smile, after answering questions they were eager to escort customers to the items they were searching for. Shout out to Joel and Lela who were both amazing and helped us greatly. (pictured)

As we drove home, I couldn’t help but reflect on times during my past when companies I was involved with had to make changes, but didn’t put together an empathetic plan. So, Kudos to Kroger and I hope this lesson helps you or your company if you have a RESET, or find yourself in any other situation that would put your customer in unfamiliar territory. Wishing you all #aSensationalLife!

Duane Cummings lives life with a single purpose, “To Aid Others, Act on Ideas, and Achieve Sensational Results.” He is a trusted advisor to organizations and individuals around the world regarding professional and personal development. Duane is an author, entrepreneur, coach, and consultant who speaks regularly on a range of topics that include entrepreneurship, leadership, communication, sales, and finding your purpose.

Duane learned the importance of teamwork and honed his leadership skills early by serving in the U.S. Army, and then by winning championships as a professional soccer player and coach. After retiring from athletics, he successfully transferred to the business world, where he held several sales management positions, before stepping out to build his own start up wholesale clothing company. December 31, 2014 marked the completion of his most challenging project thus far. As COO and an equity partner, Duane helped guide Erick Flowback Services, LLC during their preparation and sale. Duane is still partners in, or owner of, several other companies in a variety of industries.

Along with several co-authoring projects and writing the next book in the Sensational Series, Duane now spends a great deal of time mentoring and also serves the needs of several non profit organizations. Duane and his wife, Kim, have two sons, Christopher and Matthew who is now married to Erin.

GRAB a copy of Duane's newest book from retailers everywhere or shop online!

The Sensational Salesman

A Second Chance Story: Providing a Simple Path to Improving Your Relationships, Career, and Life

Lots of books claim they will change your life, but they rarely give you a map to follow. If you have been searching for answers about how to improve your current situation, look no further. The Sensational Salesman serves as a must-have manual for achieving success in business and life. The insights in this story are rarely taught in formal education settings or the workplace, but they are fundamental to achieving lifelong happiness and fulfillment.

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