Think Customers: The 1to1 Blog

Macy's has a reputation for an, um, average customer experience. In most cases the service is fine, if you can find someone to help you, but don't expect a Nordstrom-like experience (although I personally have had some great customer experiences at Macy's). There is, however, an exception.

Yesterday my daughter, Claudia, and I went to Macy's to stroll through Santaland and have our photo taken with Santa. Of the 20 or so "elves" we encountered along our path, only one looked like she would rather be somewhere else. The rest not only looked and acted happy to be there, but they seemed to have boundless energy, enthusiasm, and holiday spirit. Their positive attitude was contagious; you couldn't help but smile and feel more and more cheerful as you made your way through Santaland.

Santa was great, too. Claudia is 11, so obviously she knows The Truth About Santa. But Santa still talked to her about the joy of the season, and asked both of us what we wanted for Christmas. He voice was welcoming and he never made us feel rushed--and neither, by the way, did the cashier elves, who are extremely patient while you stand there overcoming your indecision about which photo package to purchase.

As we exited, all the positive energy left me feeling like I had made a great decision to bring Claudia to Santaland for some fun and photos.

So thank you! and kudos to the folks who hire the Santaland staff at Macy's Herald Square. We can all learn from their approach to hiring for attitude first. You can teach skills, but people are warm and friendly and upbeat or they're not.

What's your strategy for hiring customer-centric people?

---
Here are a few blog posts that highlight the value of hiring right:

Great People Create a Great Customer Experience

"Yes" Is a Profitable Approach

There's No I in Team