“Don’t I Deserve a “Twisty” With That Bag?”

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“Don’t I Deserve a “Twisty” With That Bag?”

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Saturday I stopped at what I thought was a farmer’s market. You know the cry now is, “Buy local.” I picked up a few vegetables for my gazpacho and took them to the counter. Like you, I was out having another customer experience.

“You can put them in a plastic bag, “I said.

“We don’t have any, “she said.

“Paper will do just fine,” I said.

“Don’t have it,” she said.

“Well a twisty on that bag will do.” I said.

“Don’t have them,” she said. Okay no bags, no “twisties” and not really a local market. I should have guessed the eggplant was $5.00!

Yesterday I went to the grocery store and couldn’t find my low salt tomato juice. I went to customer service and asked if they might get it for me, and she said, “I don’t know” and walked away. Now what would you have said? How about a big smile, some questions about “why” and then “Of course I’ll tell a manager.”” Don’t forget a tag online, “Give me your phone number, so I can call you when it gets in or let you know what happens.”

As a customer, I don’t care what you do with my request, I just care that you acknowledge me and my concerns. If you’re store is convenient, I’ll probably continue to shop at your store anyway. I can stop drinking the tomato juice, make my own or get it somewhere else. Just let me know I matter.

I don’t care if you throw out the customer’s request and call to tell them you’re never going to get the product. Just do something. Doesn’t anyone train on these things?

  1. “A smile and thank you for your inquiry or request.”
  2. “I’ll look into it for you.”
  3. “How come it’s important to you?”
  4. “We’re glad you shop here.”
  5. “Let me get the manager now and she what she/her says.
  6. “How often do you shop here?”
  7. “We don’t want our customers going anywhere else.”
  8. “Thanks for giving us a chance to find it for you.”

The customer experience is about making the customer feel valued and important. Acknowledging other humans is the nicest thing we can do in our society.

Lisbeth has been a coach and business consultant for over 20 years. To schedule a call with her or have her speak with your staff, reach her at Lcalandrino@nycap.rr.com. http://blog.timesunion.com/success/author/lisbethcalandrino/.

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By |2017-03-03T12:06:55+00:00August 4th, 2014|Blog, Customer Experience|0 Comments

About the Author:

Lisbeth Calandrino is an award winning trainer, entrepreneur, and blogger and has spent over twenty years developing custom tailored marketing and customer service programs for businesses. Her recently published book, Red Hot Customer Service, 35 Sizzling Ways to Heat up Your Business and Ignite Your Sales defines the steps necessary to build a competitive advantage and turn great companies into unforgettable or red hot companies. Lisbeth admits that much of her knowledge came from her Italian grandfather who despite very little formal education and a limited English vocabulary, managed to became both successful and wealthy. Lisbeth has wonderful stories about Grandpa DiBiagio’s and her time spent learning how to managing Grandpa’s fruit stand. Because of Lisbeth’s experience as a business owner, having been the managing partner and owner of 7 furniture and carpet stores for 14 years, she is able to bring her extensive business knowledge and experience to all of her clients. Lisbeth’s awards include executive of the year award from the International Executive Association, Albany chapter (a business networking group) and first place honors in an international marketing contest for alternative medicine. A two time cancer survivor, she has spoken extensively about her experiences of cancer, offering words of comfort and inspiration. As an activist, Lisbeth has initiated and contributed to many charitable causes. She has worked with at-risk youth, spoken out against injustice and advocated to and helped to build resources for women. As a presenter, Lisbeth Calandrino is highly motivational, information-rich, and very entertaining. Her acute business sense, contagious enthusiasm, positive energy and fun sense of humor make her a dynamic presenter. Lisbeth is a member of New York, Historic Albany Foundation, educational director of Business Referrals Networking Group and member of the board of directors of the Animal Protective Foundation of Scotia, New York.

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