Would you do this for your customers?

In describing the Black Tie Customer Experience in my seminars, I tell people it is the combination of two mindsets.

• Every customer is treated with – Class, Prestige and Importance
• Every employee feels more – Confident, Empowered and wanting to make an impression that lasts.

That is exactly what happened to me this past weekend.  And I thank “Jean” for this experience.

I was out running errands this past weekend when I decided to stop at a book store to find a book from an author that I have been reading recently.  I found the section on Business and Leadership and was looking for the book and the author.  Right next to this section was a customer Help Desk and Jean was standing there.  She asked me if I needed any help and I told her what I was looking for.  She typed it into her computer and while they had two other books from this author, they didn’t have the one I was seeking. 

“Oh well, that’s okay, thanks for looking,” I said.  The search could have ended right there and frankly, I was expecting this.  But then Jean created the Black Tie Experience for me!

I was still browsing in this section when I heard Jean on the phone asking if they had this same book in stock at another store.  When I heard this, I stood up and asked her, “Are you checking with another of your stores?” (for this store is part of a national Christian book store chain).

“No”, Jean said, “I am checking with ‘x’.” (She named the store, which is an even larger book store chain that is across the street from their location.  While it is not a Christian book store, they do have a large selection of books on this topic).

I actually said to her, “Wow, I can’t believe you just did this for me!” (You see, I was not even a regular customer of her store.  BUT, I am now!) Jean just smiled and said “You are welcome.  And I wanted to make sure you were able to get the book you were looking for.”  She then proceeded to hand me the phone, so I could give her competitor my contact information, for they were going to hold the book for me.

Thank you Jean!  By the way, she works at the LifeWay Christian Book store in Akron and I would highly recommend you shopping there.  Why?

Jean treated me with Class, Importance and Prestige, and at that point in time, I was her customer. She was empowered to help me and very confident that she could do so. And by her actions and service, she created an impression in me that will last.

Does your team stop at “just good enough” when working with a prospect or customer, or will they go for the WOW factor to create an impression that lasts?  With our seminars and workshops, we can help create more "Jean's" for you!

Thanks for the Black Tie Experience Jean and LifeWay Stores!  You have picked up a regular customer and one who will tell this story every chance he gets!

Bob Pacanovsky is a Speaker and Trainer who works with companies and organizations on creating loyal customers, growing revenue and empowering their teams through the Black Tie Experience. 

To learn more, contact Bob – call (330) 352-6084 or email [email protected].