Great Service Can Really Pay Off
For customers, what’s the value of employees that offer great service? One man in Missouri thought it was $15,000. He left a grocery store employee that amount when he passed away as a thank you for years of helping him shop, and even visiting him when he was ill. As more companies turn to automation and phase out actual people, they could learn a lesson from this story: customers want someone there to help them.
If one employee’s great service was worth $15,000 to this man, why can’t companies spend a little more on the front-line employees that are disappearing? A checkout kiosk couldn’t help him carry bags to his car, the same way pressing a series of “1” and “2” when calling customer service can’t answer many questions.
I would argue that a great customer service experience is priceless, but since managers like to see numbers, $15,000 is a good start. Is there someone in your experience as a customer that went above and beyond to provide great service? Even if you don’t have thousands of dollars to give them, you can nominate them as an Everyday Customer Champion. Recognizing these individuals is the only way to ensure we’ll have more than machines helping us next time we visit a store.
Did you enjoy this content? Sign up for our FREE weekly e-newsletter by clicking here!
Related Entries
