Observing a Culture of Excellent Service


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Take a moment and think about a company that you know for a fact has built a culture of excellent service. The company I have in mind is Staples. Here is the blueprint I have come to know and love every time I enter their store:

Step 1: Enter the store. Immediately hear “Welcome to Staples” typically from the cashier. In this case, it’s extra friendly.

Step 2: As I walk to what I’m looking for, without fail an employee will ask “Can I help you find anything.” I’m almost embarrassed to say that I often avoid them so I can just find it on my own. I’m a guy, shopping is stressful.

Step 3: An employee sees that I have several items in my hand and offers me a basket. Of course I said no again but was grateful for the offer.

Step 4: As I’m walking toward the cashier, an employee asks if I need help finding anything.

Step 5: Finally at the cashier, I am greeted with a smile and the cashier asks if I found everything I needed, helps me check out and of course, thanks me for shopping at Staples.

Step 6: I leave the store and without fail think to myself, I wonder if one of their employees, especially the cashier would be interested in working for our company.

I’ve been to this store many, many times so it’s absolutely not a fluke. Anyway, I’m interested to hear if other establishments that are this reliably committed to excellence. I will tell you, the only reason I ever frequent a different office supply store is if I have no other choice.

Jeremy Watkin
Jeremy Watkin is the Director of Customer Support and CX at NumberBarn. He has more than 20 years of experience as a contact center professional leading highly engaged customer service teams. Jeremy is frequently recognized as a thought leader for his writing and speaking on a variety of topics including quality management, outsourcing, customer experience, contact center technology, and more. When not working he's spending quality time with his wife Alicia and their three boys, running with his dog, or dreaming of native trout rising for a size 16 elk hair caddis.


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