One of the many observations that I've made about our society is that we are very quick to throw out a complaint and very slow to give a compliment.
Over this past year I've seen a handful of customers loose their cool on Team members. To be honest - usually the issue is out of the Team members' hands or is the customer's problem. For example, one time a customer screamed at me because he felt I was bagging his items incorrectly. He bought two packs of football cards and three matchbox cars. Seemed reasonable to me to put all five items in one bag. He, however, wanted the football cards in one bag and the cars in another. That is no problem. I would have put each item in it's own bag if he wanted! Instead of asking, he started screaming at me that I was bagging his items wrong and did not know how to do my job. He was screaming loud enough for my manager to come over to see what was going on and get an earful about my lack of cashier skills. As the customer left, my manager, those standing in my line and I just shook our heads asking each other, "What in the heck happened in his world today to make him so grouchy?"
Don't get me wrong, there are definitely instances when it very appropriate to ask to see a manager to complain about a service that was received or something that a Team member said. However, I encourage you, as a customer, to pause and think before you publicly rip someone apart. Was this an honest mistake? Is this out of the person's hands who is standing before you? Am I the one who is incorrect?
What has happened way more than I expected is Team members going above and beyond to provide excellent customer service and brighten someone's day. Making silly faces to calm a screaming child. Assisting an elderly guest with their purchases. Taking the time to explain how someone can save a few extra bucks. Offering a listening ear. More often than not, the customer recognizes this extra touch of goodness and voices their thanks to the Team member.
There have been instances when the customer takes their gratitude to the next level and asks to see the manager. I love watching a manager come over expecting to get an ear lashing and instead learn of how their employee has done something special. Just as great is seeing a staff members face as a manager shares with them that a customer called in to the Corporate Customer Service Line and left a message raving about the service they received or filled out an on-line Customer Satisfaction Survey and mentioned them by name. The Team member is smiling. The manager is smiling. Co-workers are high-fiving and calling out words of congratulations. It's a great moment that boosts everyone's confidence driving them to provide great customer service to the next person in their line. Some places of businesses offer other incentives when an employee gets a shout out from a customer.
It doesn't take long to stop to speak to a manager, take the survey at the bottom of your receipt or call into the Customer Service Line to leave a comment specifically mentioning the employee who went above and beyond for you. The impact that you are having on the employee, manager and entire team is HUGE!
I challenge you this week to take a moment to give a SHOUT OUT to an employee who provided you with excellent service or went above and beyond to help you. You'll be making a positive impact in someone's life and it won't cost you more than a few minutes of your time.
