Jayne and I are doing a small renovation at home.
As you do, that means we have to go out shopping for things…. like flooring, vanities, toilets, appliances…
Sometimes when you have to go shopping it seems as though the sales assistants don’t want to be there as much as the customers want to have to be going through all the pains of choosing from all of the various and different choices there are….
But occasionally you stumble upon a sales assistant who is a real hero. Who makes you, as the customer, feel as though you are the most important person in the world.
Last week we met Jo.
Jo sells toilets. In a store.
I had no idea there were so many different types of toilets and lids and seats and cisterns and buttons and bowl shapes and heights… the list goes on….
I had no idea that for four and a half thousand dollars you can buy a toilet with an automatic up raising lid that gives you a hose down with warm water afterwards that can be programmed at specific temperatures and pressures and angles depending upon the user…happy days!!
Jo cracked up [laughing] when she heard Jayne and I talking hesitantly about touching the showroom displays… and rightly so… there was no logical reason why Jayne and I couldn’t touch and feel the rims and the rimless, or put our hands down inside the S-bend to where the ceramic finish ended and the porous finish began… it all affects the evacuation of solids…
After all, these displays were not plumbed… they were displays, never having been christened.
And yet I couldn’t bring myself to touch them…
Back to Jo…
The thing about Jo was that she went out of her way to help us with a number of suggestions…. Like buying our toilets now and storing them at her warehouse until we needed them.
Jo asked whether we needed any other bathroom ware, taps, handles, baths, heated towel rails… the list went on.
But there was no PUSHY from Jo.
Despite us feeling that we might have been a little demanding, and that we were piling things up for her, nothing seemed to phase Jo. And on this day Jo was working the whole floor on her own!
When it comes to customer service, Jo was like a breath of fresh air.
Not only was she a pleasure to deal with, Jo also knew her stuff. She had product knowledge without any airs and graces.
Jo was also able to refer us to another supplier we were looking for [not related to toilets and bathrooms] who was opening up a new store location nearby.
Isn’t it a pleasure when you come across someone who enjoys what they do for a living so much that happiness exudes out of them?
At your dental office…
Do your dental office employees turn up to work excited and in top gear at the start of each and every day?
Or are your team members DRAGGING themselves in across your front doorway as if they’d rather be at home sick in bed than be at work?
The way they arrive at work is usually reflective of how they’re going to perform on stage for you that day…
The choice is simple.
Employ people who love what they do.
And if you have employees who are going through the motions at your place, advance their employment prospects by referring them to a colleague you believe is a better match for them…
Dr. David Moffet BDS FPFA CSP is a certified CX Experience coach. David works with his wife Jayne Bandy to help SME businesses improve their Customer Service Systems to create memorable World Class experiences for their valued clients and customers. Click here to find out how David and Jayne can help your business