Say you work for a jewelery store. It’s 8:50 pm and your store closes at 9:00 pm. A women comes into the store to have her watch battery replaced. Do you:
A. Change the battery and stay open an extra 5 minutes or so to accommodate a customer
B. Find a solution such as have the women leave the watch, change the battery next day. Call customer to pickup or send via overnight delivery.
C. Tell her the store closes soon and there’s not enough time to change the battery
Two of the choices probably work equally well and would make a person want to shop at this store next time they were looking for a watch or jewelry.
But the answer Kim received last night will ensure we never do business with this particular jeweler.
Do your employees have the authority to find solution that best serve their customers, even when it may fall outside of normal working hours?
Nordquist Blog 