A Contrast in Customer Service
Anita Sharpe on Business
I was behind a couple checking out at a national book chain and overheard this exchange:
Clerk: 'Did you find everything you were looking for OK?'
Male half of couple: 'Actually, we had trouble finding this book. We thought the store was a little hard to navigate.'
Clerk: 'I'm very sorry to hear that, sir. Your total is $18.68.'
The couple just looked at each other.
Later that night, I went to Houston's restaurant with several people, including
my mother (my personal policy, at least at this point, is to acknowledge companies that do good things; ignore the names of companies that fall short.) She mentioned that the decaf coffee was about the best she had ever tasted. The restaurant, as usual at dinnertime, had a long waiting list and all the employees seemed swamped. \n\nBut when I asked the hostess the brand of coffee, she first phoned the kitchen and finally left her station to track down the manager, who came out and gave a lengthy explanation of how they used an Atlanta company, J. Martinez, to craft a special blend.\n\nImpressive.