I enjoyed one of those hard-to-find customer service experiences yesterday. One of those experiences that go beyond great and hit that excellent level.
After wrapping up a late-afternoon coffee with a couple of friends, I was about to leave for an evening dinner reception when I realized I didn’t have a pen. Now, I wasn’t sure if I was going to need a pen but it’s always best to be prepared.
I was having coffee at the Corner Bakery in Irving (TX), which is surrounding by mostly offices and other restaurants. But I thought there had to be a convenience store close by where I could buy that much-needed pen.
So I walked up to the counter and asked, “Is there a convenience store around here somewhere? I need to buy a pen.”
Without hesitation, the young woman behind the cash register started moving things around on the counter, quickly found a pen and then offered it to me saying, “Here ya go.”
I told her I needed a pen to take with me to which she replied, “Go ahead and take that one. I’m sure I can find another one.” So off I went to my reception, pen ready to write.
Was this a big deal? Well, yes! Regarding the Great vs. Excellent theme we’ve discussed here in past blogs, this Counter Professional could have provided great customer service by giving me clear, accurate directions to the nearest store which is exactly what I requested.
She went beyond good and offered excellent customer service by solving my problem immediately. She didn’t have to, but she did.
So thanks, Corner Bakery in Irving, for an excellent customer service experience. Next time I’m in your neighborhood, I’ll go out of my way to give you more of my business.
Darren K. Ford
I've enjoyed a great career. Worked in many different industries with great coworkers and customers. I talk to a lot of people while drinking a lot of coffee. I read constantly. From all of this, I have much to say.