The holiday season is upon us and last minute shoppers are hurriedly rushing through the stores and driving erratically through parking lots. Rather than relaxing and taking a deep breath and spending time with our friends and loved ones, many of us are making lists and stressing out over all of the things that we have left to do.
I’ve been stressing out over writing this post. Why? Would it be the end of the world if I went a week without a post? (Ok…. I know a lot of you have posts written ahead of time and have no problems just brushing one off and posting it but I confess that I don’t. Having a stash of posts is still on my “to-do” list.)
Granted, I have a long list of topics with ideas and notes but the point of most of them is to inform, educate or motivate. Well, personally, I’m feeling like a student in school waiting for the bell to ring signaling school vacation. I don’t feel like learning (or teaching) anything today.
So, I bring to you a story that I shared on another blogger’s post. Many of you may have read this already. The article I’m talking about is “Do You Have Marketing Lagniappe?” and it’s on Rob Berman’s blog. (If you want to know what the Creole word Lagniappe means, you can read it on Rob’s blog. I’m feeling especially lazy today.)
The comment that I left on Bob’s post was about exceeding customer expectations and it goes like this:
“I do my grocery shopping at Trucchi’s Supermarkets, a family owned grocery store chain that excels in customer service. I often find myself bagging my own groceries or being expected to “self-checkout” at most of the big chain stores but at Trucchi’s, I feel special. They even have associates that will load your groceries into your car.
I was shopping there during a torrential downpour and one of the associates was standing there dripping wet. Turns out, that an elderly couple had “lost” their car. (They were adamant that it had been stolen.) While they remained dry, he had searched for their vehicle, located it and then drove it to the door to pick them up. When they both began getting into the back seat, he had to tell them that he wasn’t able to drive them home.”
My motivation today for writing this post was partly to not have to think too hard and partly to share an example of a great customer service experience. On the other hand, Rob was inspired to write his post because of “The Purple Goldfish Project: How to Retain Customers and Influence Word of Mouth”. Stan Phelps is searching for 1,001 examples of Marketing Lagniappe for a book. I gave him permission to include my example.
So, in the holiday spirit, who else can share a great customer experience? Or, if anyone is feeling in a particularly Grinch-like state of mind, feel free to share a really dreadful experience. Your choice and Merry Christmas (or Happy Holidays or Bah! Humbug! or whatever you’d like to celebrate).