It Was Fun to Buy There
I stopped the bookstore at O’Hare. I figured some business books were in order. I thought they might help spur some ideas for the project I was traveling to work for. I picked out a few and went to the counter. There I was greeted by a smiling young man.
He noticed I was eyeing the books on the counter.
“Still looking?” he said still smiling.
“Nah, I have to save some books to buy on way back,” I smiled too.
“Because you bought more than 3 books, I get to give you this fabulous and useful tote bag. Would you like me to put these fabulous books inside this fabulous and useful totebag?”
“No, I think I’ll put the books in my carryon.” I partially opened my bag and stuffed the books in as best I could, but one book and the tote wouldn’t cooperate. The man behind the counter enjoyed watching my book packing adventure.
“Looks like you’ll be putting the totebag inside your other totebag.” he said.
“Yep, I’ll be totally toting, the totebags. There! That works. See you on the way back.”
“I hope so.”
What Customers Want
That young man made my morning. He turned a chain bookstore into a conversation with a friend. It wasn’t about how much I was spending. I about the experience. The brand was the young man’s great disposition. He’s a guy who likes his customers.
He does things I value.
- He talked to me as an intelligent person worth knowing.
- He made the experience pleasant — fun.
- He left me with a story to tell.
You can bet that I’ll be back in that book store. I need to tell him how great the books are.
Have you had a great customer experience lately?
–ME “Liz” Strauss
Airplanes, Airports, and Ideas
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See the Customer Think series on the SUCCESSFUL SERIES page.