Monday, February 8th, 2016
Exemplary service is around if you’re lucky. It’s no surprise that most of it happens repeatedly in all the same places.
Stopping for milk at the Dover Plains, NY Cumberland gas station on a Friday night there was only regular milk in the fridge in quarts. I brought one to the cashier and asked if she’d noticed any cartons of skim in the back and she asked me to wait a minute and dashed to look. She returned full of apologies saying that there was no skim or 1%. I was taken with her energy and sense of service. She could have so easily said, “No. Next!”
Note: Cumberland began its life as a dairy and it has morphed into a chain of convenience stores and gas stations.
In “Service of an Expert Salesman,” I wrote about Barry Lang [photo at left] of Audia Motors in Millbrook, NY, in April, 2013. He hasn’t lost his touch. We’re leasing another Malibu and he makes it so easy: He takes care of all the paperwork with the insurance company and the Department of Motor Vehicles and even more. I wanted to give the car a whirl before signing up for a new one. As we left the showroom–it was a week before we were to pick up the car–Barry told us he’d enrolled us to receive a $50 Visa Gift Card from General Motors, a promotion the corporation was offering to anyone who takes a test drive. Barry says he reads this blog on occasion. The fact he even remembered that I wrote one is over and beyond.
Snow-no, Joe yes
A few days after New York’s January blizzard I went downtown to stock up at Trader Joe’s on 14th street. Shelves were empty because trucks were snowed in at New Jersey and Pennsylvania warehouses. My cashier suggested I call before coming next time and two days later I did. The man who picked up listened to me and immediately transferred me to another person who asked me what I was looking for. I reeled off my list from olive oil, chips and jam to popcorn–and he asked me to wait a moment. When he returned—he wasn’t long–he said, “I raced around the store and we’ve got what you want.” Wow.
Love the glow
I recently placed an online order that I was to pick up at the Uniqlo 5th Avenue store in NYC [photo below]. I was charmed by the automatic response at the end of the procedure: “We hope you are as excited as we are about your order XYZ. You should receive an email receipt soon, with love from UNIQLO.” When I arrived on the day after the January blizzard, I’d forgotten my order number. No problem, “what’s your name?” asked the attendant who checked a printed list and out came the package in a snap.
Have you had the good fortune to land on a positive, helpful, enthusiastic employee or company lately?