Why not go that extra mile when you’re working in customer service at a grocery store?
I like non-alcoholic beer. It’s my go-to drink around the house. Having tried many brands, some of the more well-known, local, craft, major U.S. and European ones, I’ve settled on two that I really like: Becks and Saint Pauli Girl.
Unfortunately, these 2 brands are not always available where we shop. One place, a well-known natural foods market, had carried them both for years, but stopped for some reason. Not too long ago, while in the store, I decided to speak with the department manager, tell him my thoughts, and ask if it would be too much trouble to stock them again. I thought the fact that I’d been shopping there at least 2-3 times a week for over 15 years might make a difference.
He seemed a decent guy but was too busy or not interested enough to really listen. Shelf space was the problem. That was it. I assured him I’d buy whatever they put out, mentioning that I was in the store regularly, which prompted him to beg off for another reason, “The new parent company controlled what they ordered, and there was nothing he could do.” When I mentioned that another branch store carried Becks, he repeated the lack of shelf space concerns. Not much more I could say.
I wondered about his training for customer service at a grocery store…what customer service books he might’ve read?
A couple of weeks later, I was in the store and noticed him talking to the store manager, whom I’d met a few times over the years. I walked over and figured I’d try again. The store manager listened more closely than the dept mgr. but made the same shelf space argument. I upped the ante a bit by saying, “You see me here all the time. You know how long I’ve been shopping here. I think that should count for something, don’t you?” He agreed, it did. But shelf space was a real concern. I reiterated that I’d buy whatever they stocked… We stood there for a moment. At least he was thinking about it. Then, just as I’m about to go, he surprised me by saying, “Give me your phone number. Let me see what I can do”?
Three hours later, he called to say they have room in the back to stock a case of each. Just let them know whenever I come in; it will be there for me. He was glad to do it and thanked me for being such a good customer.
And sure enough, they been stocking it and I along with others have been buying it ever since.
I realize that’s quite unusual customer service at a grocery store. But when I think about this, the difference between the store manager and the dept manager… sure it’s customer service training, but it’s the store manager asking himself, “Why not? Why shouldn’t we go out of our way for this long-time customer? He’s not asking for something crazy or unreasonable… The amount of effort to do this is negligible… So, why not?”
Taking this moment to ask himself, “Why not”, and realizing how little effort was necessary for this to be a win for both parties, may have something to do with why he was manager of the entire store and not just a department.
The Little Customer Service Book
A Common Sense Guide to Helping People
Recommended Links:
https://thelittlecustomerservicebook.com/2023/02/28/surprising-customer-service/
