I’m toying with the idea of posting good news about the economy in people’s lives on this blog on Fridays. Got some good news to share? Gimme whatcha got. Use this form, and let us know if you want to hear good news in the comments below.
For our first Good News Friday post, we have a commentary from Steve Eddington of Rolling Meadows, IL, who wrote in recently with some thoughts on customer service (you can share yours here) — and a business doing something right — at a time when so much is going wrong.
(Steve with his morning cuppa)
On the way to work each morning, I stop by a convenient coffee shop that also has a reputation for super good doughnuts.
Over the last few months, the staff in the shop has changed due to a new owner, but the core staff has remained the same, and I have reached the status of “regular.”
My first few weeks when I approached the counter I was greeted with a nice hello and a “can I help you?” My answer was always “yes, I would like a large coffee with cream.” Them: “just cream?” Me: “just cream.”
After a week of this, my order changed to “large just cream.” It was obvious I didn’t need to say “large coffee.” I also learned that “cream only” was sufficient, but “just cream” had no chance of being flubbed by the counter personnel.
They always asked the up sell question, “any doughnuts, bagels or muffins?” I always said “no thanks.”
The transaction ended with “have a nice day,” I handed over the money, grabbed my java and continued to the office.
After a few weeks, when I walked in, the counter person, recognizing me, asked, “large just cream?” Me: “Yes.” She: “Doughnut, bagel, muffin?” Me: “No thanks.” Then I’d pay and leave, coffee in hand. I was always reminded to have a nice day.
A couple of weeks later, I walked in and stood in a long line. My presence was acknowledged with eye contact and a nod. When I got to the counter, I was handed a cup of coffee and told, not asked, “large just cream.” As I paid and took the coffee, I felt kind of important.
They no longer asked me if I wanted a doughnut, bagel or muffin, because I never wanted one. I was never asked what coffee I wanted. I began having exactly $2.06 in-hand. They knew who I was, what I wanted, what I didn’t want and they provided me exactly what I wanted with perfect timing.
And now, the only real words spoken are, “have a nice day” and “thank you.”
Today, when I drove up in the parking lot, I could see the counter person drawing my coffee while I was still in the car. And since I had my $2.06 in hand, I was in and out of the store in literally 10 seconds.
And so far, I AM having a nice day.
This kind of customer service is a rare commodity. To this service provider, I am known, understood, acknowledged, catered to, not annoyed, pestered, squeezed or forgotten. My product is handed to me as a matter of routine, with no added fluff and the right amount of courtesy. My “large just cream” is exactly the same every day and I never have to worry about a thing.
In a world having a bit of an identity crisis, credibility issues and shrinking trust, I think our leaders could learn a bit from these everyday folks, who have, in their little shop, mastered the art of business.
Steve Eddington is a source in Marketplace’s Public Insight Network. He works in technology staffing and loves his morning coffee.
That’s a great story. When we were kids, my dad would often tell how smart the kids at McDonald’s were (this was in the late 60s) because they learned he would order the exact same thing every day — Burger, fries and milk. Sometimes they would let him jump the line because they had his lunch and he had exact change.