Recently Xochil, our newest employee and teammate, came into work carrying a cup of coffee, a different one from her usual morning brand. When I asked why she decided to switch, her response was less about the taste of the coffee and more focused on her experience at the coffee shop. She felt that the vendors in the original coffee chain were less accommodating and somewhat rude, so she opted to try a different brand. I think her experience could be a learning moment for all of us because regardless of your type of work, how you treat your customers will more than likely be key to the ultimate success of your business. The perceived rudeness, whether intentional or not, possibly cost the coffee shop a $5.00 loss a day, as Xochil was a regular customer, and this loss could be greater if others had a similar experience and chose to discontinue their service.
In most of our businesses, engagement with our clients often begins with a simple phone call. The impression we make during that time can be crucial. Every answered phone call and every interaction is critical to the success of our business. Customer service matters everywhere.
Speaking from my own experience, I find the customer service delivered at a Trader Joe’s establishment to be unparalleled among grocery stores. The workers are extremely conscientious and always pleasant in their interactions. Naturally, the quality of their products—often coupled with an endearing name (ie, “Joe’s Os”)—must live up to this experience, and I believe it does, adding to the level of their success. This is not by luck, but rather a well-thought-out business model and one I believe we should all try to emulate.
In the last few years, Trader Joe’s has grown to over 600 stores in 44 US states. In a recent business survey, they were voted the most trusted and visible brand in the United States. Forbes previously penned an article on why they have the best customer experience, listing engaged employees as the top reason. The company invests in employee experience and training, pays a competitive wage with healthcare, and impowers the individuality of its employees, while encouraging interaction with its customers on a personal level. The employees are knowledgeable about their products, quick to render assistance, and genuinely invested in helping their customers. There are no discounts or sale motivators, just a focus on consistent value.
I am sure most of us feel that we attempt to meet our clients’ expectations, but I believe we could all take something away from this comparison that could improve the level of our success and help create an overall positive experience for our staff, our clients, and our customers.
Peter Pizzi, MDT, CDT
Editor-in-Chief
peter.pizzi@conexiant.com
