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I don’t see if often, but I saw it the other day. A real sales professional. A young fellow named Ron, between 18 and 20 years old, working in a grocery store.
As I stood at the customer service counter of my local grocery store waiting for my new discount buyers card to be processed a customer approached. I could see they were angry. You know, red in the face, mumbling to themselves and slamming a loaf of bread down on the counter.
Immediately Ron acknowledged the customer with, “May I help you?” And the tyrant began. The customer who lived over 20 minutes away had purchased the loaf of bread that he had already slammed on the counter the previous day. Upon opening it earlier in the morning for breakfast he found it to be moldy and was demanding an explanation, and compensation for the bread and the time he spent returning to the store.
Then it happened,
Ron empathized with the customer by saying, “Sir, I understand, your time is valuable and this should not have happened. He then asked the customer if there were any other problems with the items he had purchased the previous day and again reassured the customer that he, Ron, would take care of the customers needs immediately. He excused himself, turned and picked up the telephone and called the store manager’s, explaining to the customer that he needed to get the store mangers permission and that it would take less than half a minute.
After speaking briefly with the store manager, Ron turned back towards the customer and asked him if he would like a full refund and another loaf of bread or discount coupons in the amount of double the price of the bread to be used at a later date. The now very calm customer chose the refund and another loaf of bread.
Ron turned an angry, lost customer into a customer who left thanking him for his great service and one who surely will return many, many times for the store to profit on over and over again.
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