The Art of Exceptional Service
Everybody loves a good ‘day-changing’ moment. Like when you receive an unexpected encouraging word from someone. Or when you win $100 on a $3 scratch-off ticket. The variety of these kinds of uplifting moments are endless.
But there’s nothing quite as day-changing as exceptional customer service.
Sundays are the day of the week where my wife and I catch up on life. We’ll clean up around the apartment, switch out the laundry, and make our weekly grocery run. Recently, we received a promo code with four no-fee curbside pickups at Central Market. After conducting a bit of research, we learned how simple the process is. You pick out your groceries online, let an employee do the shopping for you, get a text when everything’s ready, then drive to the side of the store where you pick up your groceries. Simple enough.
This past Sunday was our fourth time using the service, and it still amazes me how Central Market consistently serves us well. When building out the ordering process, they truly focused on close attention to detail. For example, if they’re unable to find an item, you have the option to allow substitutions. And if that doesn’t work (or you don’t want to substitute), you’ll get a text in advance with any items they are unable to fulfill.
When you arrive, it feels as if the only thing missing is a red carpet being rolled out next to your door. Every time I’ve ordered ahead, an employee has walked out to greet me before I could text back to let them know I’ve arrived. No matter who welcomes me, I’m always addressed with a smile, a cheerful attitude, and a refreshment (water, coffee, or fresh-pressed juice). If I’m being honest, I’ve gotten used to knowing I can get a free cup of fresh black coffee by just ordering my groceries now…and I love everything about that.
For this most recent grocery stop, I received a text that they were out of basil pesto. Knowing that we needed pesto for our meal prep recipe, I texted back, “CALL” which alerts their team to contact the customer. At the time, I was only a couple minutes away, so they didn’t contact me before my arrival. Truly, this didn’t bother me. I knew I could ask about the pesto shortage while throwing back my weekly free cup of coffee.
When I made them aware of my need for pesto, the employee told me he’d go see what he could do. Within about three or four minutes, there were now two employees walking to my truck. They both were deeply apologetic that the pesto I originally asked for was out. But they didn’t want me going anywhere else for that pesto.
They offered me a container of pesto imported from Italy, which cost almost twice as much as the pesto I had originally asked for. “It’s on the house — try it, then come back and tell me what you think,” he said. This employee went and found the nicest pesto in the entire store and gave it to me for free simply because he knew that meant something to me.
Before I could leave, another employee came running out with another container of pesto in hand. “Here, take another one with you,” he said. There I was, sitting with probably $25 worth of pesto, free of charge. I didn’t even have to go into the grocery store, nor was I charged the pickup fee.
This incredible experience of exceptional customer service taught me an important lesson: you can’t put a price tag on helping solve your customer’s problems.
Little did they know, my wife and I live within walking distance of the only Whole Foods grocery store in Fort Worth, TX. If convenience is the priority, we’re making a mistake every week. But this is where I believe customer service has the power to transcend convenience.
That right there is the art of exceptional service. When you can convince a customer to drive instead of walk, completely disregarding your competitors, specifically because they want to experience the exceptional service you provide. This is the type of service that not only has the power to change someone’s day but can entirely reorient how one views an everyday experience (i.e. grocery shopping).
Think about where you work.
How can you better craft the art of exceptional service for your customers? What can you do right now to change their day, make them disregard your competitors, and reorient their experience with whatever it is you are selling?
I’d love to hear how you focus on providing excellent service where you work. Share your thoughts and ideas below!
