We all know WalMart delivers low prices every time, don’t we? But have you ever been pleasantly surprised by its stellar customer service?
Real World Story: Recently my brother and I visited the local WalMart. He needed a universal remote, a cable and some tools. I was slightly dreading this adventure because the last time I had visited this store, the salesperson was less than excited to help me. In fact, he couldn’t get away from me fast enough.
As my brother and I were entering the “technology” department, looking up and down the aisles, we heard a friendly 
voice ask, “May I help you find something?” We turn around to find a smiling WalMart employee named Allen. We told him we needed a universal remote, so he immediately took us to where remotes are displayed. I then expected him to make a quick getaway. Instead, he remained beside us while we made our choice of remote. Afraid that he was going to leave, I then asked if he could point us to the tools department. He said, “I’ll wait until you pick the perfect remote, then I’ll take you to find the perfect tools you need.” What? I thought. He’s actually going to help us find more than one item? He’s actually going to take us there and not just point the way? How strange. During the walk to the tools department, I asked him why he was being so helpful. He said, “Because it’s my job, and I LOVE to help people.” Wow, what a wonderful attitude. Allen was calm, present, helpful, and friendly. He didn’t make us feel rushed or as if we were bothering him. He made us feel important.
Strategies that Turn it Around:
- Customers want to feel special. When you focus on each customer each moment, without getting distracted by everything else that’s going on, you will deliver this message—loud and clear.
- Have an “attitude of service.” When you approach your job with an attitude to be helpful, you will find opportunities to fulfill this service mission, and you will make a customer’s day.
- Take your time. When you run away from customers after helping them, you give the impression you want to get away. They then feel they were a burden. Instead, take your time with each customer—ask if there’s anything you can do, wait for an answer, then depart with a smile on your face.
Remember: Creating a memorable customer experience doesn’t take a whole lot of time. What it does take is presence with each customer, each moment. And you can be fast, efficient and caring at the same time. It just takes a bit of focus and dedication.
What do YOU do to create a memorable experience with your customers? Please share your stories and comments.