The other day I called Wild Oats to find out about whether an item was still on sale.

Zuber answered … in a cheerful voice, clear greeting - no speedmumble “DoWeCheatEmHowHowCanIHelpYou” greeting, and she identified herself. When I asked my question, she told me that in fact it was not on sale. Then, she did something 90% of Customer Service people don’t do…

She apologized. Her voice tone was a perfect mixture of cheerful (charming laugh) and empathetic (not bored, perfunctory, or blasé).

Think of how rarely you hear someone in customer service apologize when an item is out of stock, they don’t carry an item, or they made a mistake.

How often do you ask “Do you carry such and such?” and you get a bored “No.” Nothing after that… no “Sorry about that” or “Sorry, but you might try” or just “Sorry.”

Are you coaching your people to make sure they add these little niceties? Are you explaining how they are “social lubricants” that make simple interactions – especially where a negative response is part of the interaction – flow more easily and end off on a more positive note?

And… are you hiring people in the first place who demonstrate these basic social graces?

Oh and by the way… this is not a one time event with this particular Wild Oats associate. If you want to provide a great example to your staff of what “equals” cheerful, friendly service, have them go through her checkout aisle and notice.

BTW, if you want to increase your ability to be the kind of supervisor who elicits great customer service from your people, check out my article

“Want to Be a Super Supervisor?: Here are 11 Things You Can Do"

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