more than one occasion , I ’ ve been checking out when the person bagging the groceries has reached for a nearby coupon book , flipped through it and torn out a coupon that applies to one or more of my items .
Also , every customer gets their groceries bagged by an employee every time . One interesting note is the person bagging is also a cashier or shelf stocker or customer service desk attendant . This is only possible because the team is clearly unified around a common purpose , which is to create a world-class shopping experience for every customer , every day .
TAKEAWAY : Find specific ways to make your customers feel genuinely cared for ( that all team members can do ).
l They know who they are ( and they follow their own path ): MOM ’ s exhibits strict clarity around “ who they are ” and the management doesn ’ t compromise on whom they allow to work there . One employee , a freshman in college , told me they would prefer to be short-staffed than to work with someone who doesn ’ t embrace the MOM ’ s culture . They eschew customer service training . ( I knew that would get your attention .) Sure , there actually is training , but not in the traditional sense where customer service is a set course . Service excellence is passionately baked into everything that is taught , modeled and recognized . This commitment is obvious through their daily huddles , management working alongside staff and commitment to high-quality products . MOM ’ s doesn ’ t make customer service training a one-time event . They incorporate discussions and activities about exceptional service every day .
Because of all of this , I find myself wanting to buy stuff there . If we are driving home , my children often ask , Are we going to MOM ’ s ? And they ask with excitement in their voices .
So , whether you ’ re at Mac ’ s or MOM ’ s , the culture is what stands out . And , yes , they are proof that young people do work hard . n
A Face Known to ISPA Members
DR . BRYAN K . WILLIAMS is a favorite of ISPA members and has led several Town Halls and Conference education sessions . When he spoke to attendees of the 2024 ISPA Conference in April , he challenged us to lead by serving . Find Williams ’ s most recent profile in the January / February issue ( pages 26-27 ). Members may access the Pulse archive under the Resources tab at experienceispa . com .
36 PULSE n SEPTEMBER 2024