Yesterday I wrote about a fictional (likely not fictional) story about really poor customer service. However, the universe reminded me today about the importance of balancing the bad with the good, as I had a truly wonderful experience at the grocery store.
After loading up my cart, I was rolling past the check-out lanes–some open, some closed–when one of the cashiers called me over. “Hey, come on in! I got you.”
The woman was finishing up with another customer, but the request caught me off guard. Usually I get the sense from cashiers that they’d be perfectly happy if you didn’t come to their lane; at best, they’re neutral to the idea. But this cashier actually invited me over.
So I took her up on her offer. When she finished with the other customer, she said hi again and started opening up my canvas bags. She didn’t have anyone to help her, so she wanted to make it easy to pack the groceries. I told her I’d take care of it, so she started scanning items. She said a few things, but less than small talk. She was expedient, focused, and pleasant.
When I was loading up my cart at the end, she came out of her booth to hand me the receipt, and she said, “Come back soon, okay? I’m Seanee.”
It wasn’t flirtatious. Rather, it stood out because it was another first for me–Seanee was actually inviting me to come back to the grocery store. It wasn’t her store. She’s one of hundreds of employees that work there. But she invited me back. There’s a sense of ownership to what she said, and it made me want to come back. I’m looking forward to my next trip to Schnuck’s as a result.
It’s hard for me to describe how amazing I felt after this experience. It was by far the best I’ve ever been treated in a grocery store checkout lane. That’s saying a lot, because I’ve encountered many great cashiers at Schnucks and Trader Joe’s. Seanee was simply better.
I had such a good experience that I called Schnuck’s (Richmond Heights) when I got home to tell them how good of an experience I had with Seanee. I hope management hears about it.
What’s an amazing customer service experience you had recently?