As it is Customer Service month for us at Leaps and Bounds I am analysing and learning from every interaction I have as a customer even more than normal… and today’s analysis comes from an interaction I had yesterday with Janet – A lovely lady who works in my local Waitrose in Hythe, Kent.
What I’ve noticed from my analysis is that every time I shop in Waitrose I look for Janet on the tills because without question, if she is working I will queue just to be served by her… the reason?
No, not because I’m a creature of habit 
… It’s because Janet provides that extra little bit that always makes me leave the store with a smile.
Now, take nothing away from the other employees in my local store – they are all extremely polite, efficient and always provide great service… but there is something slightly different about Janet.
What I’ve noticed is that she always does the following – with what seems to be any customer who comes to her checkout:
1. Asks you how your day is going, and genuinely listens to start a conversation
2. Smiles – and genuinely smiles… she truly looks like she is enjoying what she does, so you cant help but smile with her
3. Treats you with real care
And as a result she gets me returning to her checkout time and time again, because of the way I feel after my interaction with her!
So, how many of your team members create repeat customers like this? What could we all learn from Janet?
Enjoy your customer interactions this weekend!
Carly x
Great story Carly and a great lesson about noticing skills. We often intuitively know when we get great service (or bad service) but its only when stop and work out what that person does to make it so good that we can learn from it and then apply it to the service we give to others.