We at Alpha Testing, Inc. have always placed a first priority on service. As part of that, we strive to make each interaction with us a pleasant, non-threatening, and help-filled experience. We enjoy what we do, and it should show. Apparently someone else “gets it”, too.
Maybe it’s the aftermath of the recession, or maybe some wonks at various retail and service establishments have tried something “new” to make their customer experience better. To wit, I’ll give a call out to three local retail establishments. An electronics superstore, which can be like entering a car dealership, a used car lot at that. Movie houses ought to be an enjoyable experience, but often are not. And, who really wants to be inside a drug store?
At my local electronics store recently, I actually had the greeter say “welcome”, had three salespeople ask if I needed help, and when I finally did, one ran, RAN!, to where I was standing. And then, in response to my unknowing questions, he taught me quite a bit about HD TV, optimal viewing distance, and sound augmentation ideas. I learned they no longer work on commissions, and I did not get a hard sell. I thanked him, and you bet I will go back, and even though there appears to be extra staff recently, I will ask for Ozzie.
Best of two worlds, a movie on the big screen and food brought right to your seat. These places are great at any time, but I recently visited one in an area I do not usually frequent. From ticket purchase, to check in at the entrance to the theaters, to half a dozen times enroute to my seat I heard “enjoy the show”, “ hope you enjoy the meal”, “thank you for coming”, and (OMG!) “do you know where you are going?” This from clerks, bartenders, waiters, and custodians. And I had the same experience when leaving, and every time it was with a smile. I was so impressed that I went back the next night (for a different film) and the results were identical.
At my local drug store, I have noticed changes recently. Every staff member makes eye contact. Then, (gasp) they say welcome and ask if they can be of service! And on the way out, “thank you for coming”, or “thank you for …” – how amazing. Let’s face it, most of us show up at a drug store when we are feeling like death walking, or when we need our monthly mortality reminder that, yes, one needs one’s cholesterol medication. These folks are making it an enjoyable experience.
Alpha’s goal is to make each interaction with us a positive experience, from the reception desk to my desk, and beyond. If we don’t, please let us know. I guarantee we will be taking a fresh look at how we approach this, based on my recent experiences with “service with a smile” – when and where I least expected it. JGW
Where It All Begins 83 