The Ultimate Customer Experience!

It is Saturday morning. John has been thinking about a particular item all week and is looking forward to finally purchasing it. He gets up, showers, gets dressed, has a light breakfast, and heads to the mall. It must be his day, thinking to himself as he quickly finds a place to park. John walks into the store and heads over to where the item should be. Unfortunately, he cannot find it. Hmm…looking around for help, he thinks to himself, “Surely there must be someone working here who can help me.” But as John continues to look around, searching for any associate…he doesn’t see a soul. His first impulse is to shout out… “Is anybody here?” He wonders to himself…how can a store that is open for business, not have any associates available to help customers? Then at last…John sees an associate at the register, but his frustration quickly grows, because the cashier has 5 people in line, and John is not about to wait that long to ask a question. John is not quite ready to give up, so he proceeds to walk around the store looking for someone…ANYONE that could help him. Finally…John spots a store associate who sees him as well. John is thrilled…help at last! But just as John starts to walk over to him, the associate practically runs the other way and dashes through a door that reads, “Employees Only.” At this point John is extremely upset, wondering why a store associate would run away from a customer. After all, John is convinced the store assiciate saw him. Once again, John is seriously thinking about shouting as loud as he could…“Is anybody here?” Instead, John decides to give it one last try. He continues to walk around the store, searching for help. He sees another store associate stocking shelves. This time John uses a clever move and quietly sneaks up on the associate, making sure she doesn’t see him. “There’s no way this person is getting away from me,” he says to himself. Then, John makes his move and approaches the store associate. “Excuse me,” John says politely, “Can you please help me? I am trying to find an item. I went to the correct department, and found several brands and models, but not the one I am looking for. According to the store’s ad, you carry the item and it’s on sale.” John can’t wait for this store associate’s answer and assistance! But much to John’s surprise, the store associate looks up at John and simply says, “Well, if it’s not there, then the item must be out of stock. Perhaps you can look online.” Then the store associate quickly walks away, dashing into the secret room marked: “Employees Only.” John is beside himself and leaves the store. He eventually buys the item from a competitor, vowing never to go back to that store again. If this situation sounds a little too close to home, then read on as we uncover why this problem occurs, why it’s often overlooked and how to solve it. This book provides a detailed outline, which demonstrates how to achieve The Ultimate Customer Experience, by building the proper business culture, motivating your employees, and teaching them that no one, or nothing, is more important than the customer.