Observing a Culture of Excellent Service
There’s no better time to blog than when the San Diego Chargers are blowing a 24 point half time lead. Enough said on that topic. Take a moment and think about a company that you know for a fact has built a culture of excellent service. The company I have in mind is Staples. Here is the blueprint I have come to know and love every time I enter their store:
Step 1: Enter the store. Immediately hear “Welcome to Staples” typically from the cashier. In this case, it’s extra friendly.
Step 2: As I walk to what I’m looking for, without fail an employee will ask “Can I help you find anything.” I’m almost embarrassed to say that I often avoid them so I can just find it on my own. I’m a guy, shopping is stressful.
Step 3: An employee sees that I have several items in my hand and offers me a basket. Of course I said no again but was grateful for the offer.
Step 4: As I’m walking toward the cashier, an employee asks if I need help finding anything.
Step 5: Finally at the cashier, I am greeted with a smile and the cashier asks if I found everything I needed, helps me check out and of course, thanks me for shopping at Staples.
Step 6: I leave the store and without fail think to myself, I wonder if one of their employees, especially the cashier would be interested in working for our company.
I’ve been to this store many, many times so it’s absolutely not a fluke. Anyway, I’m interested to hear if other establishments that are this reliably committed to excellence. I will tell you, the only reason I ever frequent a different office supply store is if I have no other choice.