Corporate Ties and Customer Service

Recently in Las Vegas our business group decided to purchase 5 identical ties as part of a business presentation. We entered store “A”, were promptly greeted and assisted in the selection of the ties. The salesperson was asked, “Is there a discount if we buy 5 ties from you? “. The young man responded, “I can’t do anything like that.” One of our group informed him that a store upstairs had offered a 30% discount on a multiple tie purchase. Unphased our employee basically quit serving us at that point. We thanked him and headed upstairs.

Upon entering store “B” not less than 3 employees greeted us and asked if they could be of assistance. We politely declined and began rummaging around. When we had decided on a design, the Store “B” employees were asked if they had 5 of the tie, help was immediately called and they began searching the displays, storage, and even the manikins. After going through this discovery more 2 more times, 5 “corporate ties” were located and purchased for the promised discount. We related the story of “Store A” to the employees of “Store B”. One remarked to the other, “I guess that’s why we have been in business since 1886!”

The lesson of this story is, if the employee of Store A were interested in moving merchandise he would have sold 5 ties. His “I’m only and employee” attitude resulted in 0 ties sold. The Store B employees were willing to do whatever it took to solve the customers’ problem.

How do your employees stack up on this scale?

Dave Weimar
International Broadcast Group 2009