So I did what the sign said……………………………Ring Bell for Service.
I stood there and smiled with a big ole childish grin.
Now what I did not expect was the woman behind the counter to give me a look as if she wanted to throw me in the pizza oven across the driveway.
So as she stared me down I responded “Well it said to Ring Bell For Service. I was doing what I was instructed. I guess someone does not have a sense of humor.”
Quickly another employee jumped in and in a playful voice responded, “Yes, that is why we hide her in the back and don’t usually let her come out.”
(Ah, perhaps the big meany is the business owner? But goody, someone wants to play with me)
“Well she’s not the ideal role model for customer service” I went on to say.
“I know. We’ll have to send her back to school” replied the employee.
I laughed. I recognized the employee was working hard to save this transaction, this customer, and perhaps to right a wrong.
Too bad Miss Personality was still standing there staring me down.
But I admire that the employee recognized what had happened and was working to fix it. I could not believe that the other person clearly could not see what she had done and her reaction might not have been the best. And if she wasn’t able to apologize or make light of the situation maybe she needed to walk away………permanently.
I’m sure I’m not the 1st person to ring the bell when staff were standing a few feet away. I’m sure I won’t be the last. In Diary of the Happiest Employee on Earth we read about a company that holds contests for customers to suggest signage ideas for a company store. My suggestion for The Gift Barn would be “Ring Bell for Service – unless the mean looking lady is anywhere in sight”
But here’s a couple of questions for you to ponder…………
- Do you have the right employees interacting with customers? (especially as we go into Black Friday and the holiday shopping season)
- Do you have rules, policies…or signs, that are just breeding grounds for a potential bad customer experience?
RICH DIGIROLAMO, founder Recess At Work, works with organizations to create happier work environments, strengthen work teams, design new programs, and create better relationships with customers and peers. Sometimes even to save a customer.
Are you ready to take a Recess from so-so customer service and to inject more fun and engagement between employees and customers? Invite Rich to work with your team.