REPOSTED FROM INC.COM
As an entrepreneur and management professor, I’ve observed a concerning trend: The apparent demise of customer service in retail, often marred by disinterested, phone-preoccupied cashiers. Leaders can glean important lessons from large companies on how not to treat customers. A recent experience at Best Buy in New Jersey has restored my faith in retail-based customer service and provided valuable insights for all business owners.
Note: I have no personal connection to Best Buy or their employees beyond my customer experience. The employees have no idea I am writing this, but I do hope someone shares it with them.
The incident began with an online laptop purchase, which, unfortunately, arrived damaged because of shipping issues. Expecting a complicated resolution process, I contacted customer service and was advised to visit the store. Despite my apprehensions about the time it would take, my experience was remarkable.
When I entered Best Buy, the team exuded professionalism and warmth. A brief, pleasant conversation with the staff was followed by the manager promptly understanding and addressing my issue. Within a mere seven minutes, my damaged laptop was replaced with a brand new one, all accompanied by genuine smiles and heartfelt gratitude for my patronage. This encounter wasn’t just a transaction but the best retail experience I’ve had in years.
Reflecting on this, I felt compelled to share my story to commend Best Buy and its commendable staff and underscore the undeniable value of exceptional customer service in building lasting business success.
For fellow entrepreneurs, this experience offers several takeaways.
1. Make a great first impression.
Ensure your customers are greeted sincerely and warmly. A genuine interaction can set the tone for the entire experience. At Best Buy, staffers Darion and Brandon greeted me as I entered and made small talk fun and engaging.