There are certain aspects of one’s personality that need to be adjusted but go by unnoticed.
Today at work, I was asked to watch a video by a motivational speaker who told of his experience with one Starbucks partner at a Minnesota airport terminal. He said he’d never forget this encounter due to that partner’s genuine interest in her customers’ lives.
“I don’t want them to come back to Starbucks; I want them to come back to me.”
Such a recollection like this brought me back to one customer interaction I had over a year ago. Actually, I don’t really remember the first time I met this customer. It was during a holiday season, and, for retailers, you know that the holidays are when you meet and interact with the most people in one day.
It’s difficult to maintain a perfect customer experience when you need to balance these two concepts:
- Show a sense of urgency.
- (but) Be patient with your customer.
In other words, I need to help you in a reasonable amount of time without making you feel like I’m pressuring you because there are other people in the store. And in balancing these two principles, occasionally, that customer service ability might dwindle down as you go through your day.
Again, I don’t actually remember the first time I spoke to this customer.
However, she definitely remembered me.
The next time I heard of this particular woman, it was actually through her friend who wasn’t even my customer. As this woman was being helped by someone else, I threw in my two cents about a product, and she smiled.
“You helped my friend the first time she came here. She told me about you.”
This was the first time I’d heard this in my few years working at the same location. She then went into detail saying that her friend is now an avid shopper at the location by where she lived. She only visited them once a year, and it was always just after the Christmas rush. I was honest with her and said I couldn’t really remember, but I couldn’t hide the joy in my face at the thought that this one customer enjoyed her experience at the store to the point where she’d tell her friends and family.
Some weeks later, the same woman came back to the store – this time with the friend I had helped.
While I vaguely remembered her at first, the interaction came back to me. She spoke to me with such enthusiasm about how I showed her everything she needed to know and that she had to come back to see me. She was frank; she didn’t need to buy anything that day. She just wanted to see how I had been.
We then delved into how I got into this job, why I was still there, and why I enjoyed it so much.
I think every young adult who works retail says this at least once with a tired spirit –
“I hate this job.”
Sometimes you do; sometimes you don’t.
I’ve definitely said this before, more than once, in fact. At the end of the day though, I really don’t hate it. Granted, once I’ve finished this chapter of my life, I don’t think I’ll ever return to the world of retail, but I can genuinely say that without this job, my view on how people should treat one another as a whole has changed.
So what makes working at Teavana so rewarding and life-changing?
I’m not just selling a product that, at first glance, seems overpriced. I’m not here to take your money for my benefit, to have my name on a sheet of paper that says I’ve sold this much to you.
I’m here to help you improve your life in whatever way I can.
Tea helps people. It’s helped me, so I believe that it can help someone else, too. I will in no way whatsoever sell you bullshit – as some might say. If I don’t believe this product can help you, I’ll tell you. I want you to leave my store knowing that I’ve helped you take the first step to achieving a goal – the task you’ve shared with me. Think back to that scene in Miracle on 34th Street when Santa pointed a customer in the direction of another store, and suddenly it was seen as a revolutionary thing – putting the customer’s needs first.
I’ve had people tell me that I helped them cut sugar out of their diet which led to a healthier lifestyle. I’ve helped customers going through chemotherapy by showing them things that will keep them comfortable. I’ve shown parents ways they can bring the family together.
Mostly, I hope that I’ve shown my customers that I genuinely care. From the woman who’s allergic to apples to the man who knows that he’ll enjoy whatever drink I make for him – I care about them all. I want them all to know that I pay attention, and I will continue to do so until I’m done with this job.
My job does not stop when I clock out; it will stop when I no longer work here. And even then, the world of retail surpasses the job itself.
You learn other basic things that aren’t really seen as common sense nowadays. I’ve moved up in this job from a part-time salesperson to one of the managers, and while it put more pressure on me, I certainly learned a thing or two.
Taking constructive criticism is the number one thing – not from your peers, but from your customers. There are rude ones and there are polite ones, and generally, the polite ones are the people who want to see you succeed. It isn’t a hit to my pride to get feedback. Receiving this feedback also helped me gear it towards other customer service workers who aren’t displaying the kind of service I’d show to my customers.
Regardless of your position in this world, customer service can be interchangeable with simply being a good person. Do not be selfish, keep in mind the person’s background, and don’t let your bad day turn someone else’s day sour.
Another short story – something that was a sign to me that I had grown as an individual in a world of adults who still don’t know how to treat people.
It was on a ride, some ride – no need to go into specifics – and my mother began to exhibit signs of claustrophobia. Anyone with a phobia knows that you should treat the situation seriously and with consideration to the individual.
“Ma’am, if we let you off the ride it will take half an hour, we need to shut off the ride, take everyone out of the cart, and call an operator to do this. The ride is one minute, would you rather I inconvenience everyone to get you out?”
No need to fast forward – I was livid.
How could anyone think that was the proper way to treat this conversation? We were customers just like anyone else. God forbid, the claustrophobia was worse than it actually was. Needless to say, I kept a straight face; I did not argue, but I began to form a conversation in my head.
The moment we were off, I ushered my parents to the waiting area and walked up to the beginning of the line to the ride once more. I asked for the manager on duty which surprised the worker. She radioed the man in charge, and he met up with me in no time.
I spoke calmly and professionally. I look young, but I will not act adolescent. This is an adult conversation, and I will treat it as such.
“I just wanted to point out something, but first, I just want you to know I am not here to argue or put you or the rest of your staff in a position that would make things tense. I work in customer service, so I need to point out something that happened in case it happens in the future.”
He responded to my demeanor, did not argue, and acted with respect because I treated him with respect. I’ve handled customers in the past who have argued with me, but I still responded in accordance to how I should have. You can argue with me, but I will not argue with you. As long as you are my customer, I will treat you as such.
Lessons learned from retail surpass your own job; they help you in the real world when others might not even recognize your actions. People are people, and this job helped me learn how people need to be treated.
Take on a retail job once in your life. Trust me – it helps.