Make a customer, not a sale.
— Katherine Barchetti
Greetings, Inspired Travelers!
Sometimes, tempers flare in the summer heat. And sometimes, there are those who step up, in the moment, and offer great service in an unexpected and perfectly delightful way.
Over the last 3 weeks my schedule has been crazy busy — no day off, lots of work, exams for a certification program (yes! I’m in!) — and then, on the road conducting training for clients that I love. No complaints here — just giving you the history.
So, I arrive home and my saint of a husband takes a trip over to Zoe’s Kitchen to pick up some healthy dinner because I cannot even think of getting into my own kitchen to cook.
A woman steps up to the counter and places her order. Shortly thereafter, the order arrives and she takes it to her table. She returns to the counter and asks where the pita bread is. The clerk investigates and tells her that her item does not come with pita. She says, “Ok,” and returns to her table. A few moments later, the clerk goes to the table and delivers an order of pita — no charge!
So, don’t you wish you had employees like this? What did that pita cost? A few pennies? I have already told that story a dozen times — as has my husband. And now, you are reading about it here.
Perhaps that clerk was wired for service; perhaps he would always go the extra mile. But I do know that unless the culture of the business was rooted in service and unless that manager had trained the staff in a non-threatening way to offer that service, it would not have happened.
So, how are you training your staff? What kind of culture are you creating? Really? Take a look, step up and be extraordinary. It really takes very little to stand out — in this case, just a couple of slices of pita.
By the way, our dinner came with the same pita — and it was twice as delicious knowing the story!
Be Magnificent! Have an Inspirational Day!
At InspirationInProgress we help our clients achieve World Class Service through training, coaching and inspirational speaking. Give us a call at 215 260 1611 or drop us a line at WeInspire@InspirationInProgress.com. We would love to share a story about you!