Geared Up Issue 1 2018 | Page 46

ESSIONA LIS M RU RO F P E The Core of Service Excellence I don’t like to shop. Clothes shopping, grocery shopping, car shopping: It doesn’t matter – I don’t like it. I want to get in, get what I want (fast) and get out. That’s my strategy when I have to shop. Two recent shopping experiences, however, were pleasant surprises. Both of these experiences showcased customer service at its best and its most simple. Once again, I was reminded that great service isn’t about grand acts; it’s about common courtesy, artfully delivered. The first story took place while on vacation in Chicago. I needed to buy a pair of casual shoes (I had forgotten mine at home). I found myself in a store called The Walking Co. in a Chicago mall. A friend once told me that it was a good store. It was crowded, so I almost left. But one of the salespeople made eye contact with me. It wasn’t the kind of eye contact that said, “Oh no, another customer.” Instead, it was eye contact that said, “I know you’re there, and I’ll be right with you.” It was good eye contact. So I browsed around for a couple of minutes and found a pair of shoes I liked. Sure enough, the salesperson was right next to me, and she said, “Sorry about the wait. Let’s get you some shoes.” I showed her the pair I was interested in and asked to try a size 10. She said, “Let’s measure your foot just to make sure.” I know that I wear a size 10, but her 44 whole demeanor showed that she wanted to make sure I got the right shoes. She was a professional. She measured my foot and said, “Size 10 is right, but you have a very ‘Reubenesque’ foot.” I didn’t know what that meant but she sure seemed to know what she was talking about. “I’ve got to by Dennis Snow tell you, the type of shoe you’ve selected won’t be the most comfortable for you. I think this other style would feel much better.” Being the skeptic that I am I looked at the price of her suggested shoes to see how much she was upselling me. Same price. Hmm. With nothing to lose, I tried on the style she suggested and they were extremely comfortable. Enough time has passed since buying the shoes that any psychological effect has passed – they are truly the most comfortable pair of casual shoes I’ve ever owned (I wear them all the time). As I paid for the shoes, the salesperson continued to wow me. She said, “If you ever buy a pair of shoes somewhere else – and I don’t know why you would, be sure to tell the salesperson that the arches in your foot have fallen just a little, and you need shoes with some arch support – just like these.”