Travel has been my M.O. the past 3 months, and it's great to resume routine and be engaged in two new projects, both in the area of teaching and training. I have just begun teaching business English to executives of a German company, and, extremely exciting for me, I have been contracted to join a project team initiative around service leadership within an organization that I already admire for its innovation and commitment to service.
There were several stellar service moments that stood out in recent months while enjoying the sights, sounds and deliciousness of Italy, England, Wales, Germany and Jordan, and I will write about them all. The most outstanding one involved the purchase of a hairbrush. What could have been a simple transaction turned out to win my loyalty to the brand and guarantee my next visit to Germany will include a purchase at the location I visited or another in the system. Douglas Parfumerie Website
I arrived in Frankfurt, but my (reminding me of why I rarely check a suitcase) luggage didn't. It was delayed by 9 hours; of course, I had no way of knowing how long it would take. I was cavalier, and bet on things going well; so all cosmetics and clothing, including walking shoes, were placed in my checked bag. It was wonderful to walk through the airport pre-flight, unencumbered by the wheeled suitcase.
The weather was dry when we arrived, so my checked umbrella wasn't missed. I showered and put on the same clothes I'd traveled in. We went out for an explore, and I purchased a sweater, t-shirt and scarf (my jacket was also checked, and I knew the temperature would drop soon). I had no moisturizer or face cleanser, and so stopped in to the Douglas Pärfumerie, http://www.branchenkompass-frankfurt.de/branchenbuch/douglas-frankfurt-innenstadt-parfuemerien_6972.html a kind of slightly upscale looking but similar price base to Shoppers' Drug Mart in Canada; they carry posh name brands as well as more affordable ones. I also needed a hairbrush. I picked this up from a display near the entrance, and was kindly asked by Stella Lückel, "Beauty Beraterin" (beauty consultant) if she could offer me assistance.
Frankfurt is a big city. I may have had an expectation of brisque if efficient service, perhaps mediocre and possibly chilly. I carried very little expectation of being seen as someone who's experience in the store was important. If Stella had been up for a prize for most sensitive-to-the-customer-attitude that day and knew she was being observed, she couldn't have gone more full out. I explained I was looking for a simple cleanser, toner and moisturizer as my luggage was delayed; I wanted small quantities of their most generic brand. She expressed empathy for my personal effects not arriving with me, and told me that she could imagine that buying things were not part of the plan today... and could provide me with enough samples to last me for 2 - 3 days for free. I told her this was VERY nice of her, but unnecessary; she proceeded to ask me what my skin type was, what I typically used, and then garnered up a small collection of the three things I'd asked for and threw in 2 samples of a (as it turned out after trying it) very good quality 'serum'. I paid for the hairbrush, everything was packed meticulously into a small bag (yes, this IS a German 'thing' that shines in my retail experience there) and I was sent on my way with a wish that my luggage would be 'waiting for me soon'. Stella didn't make as large a ticket sale as she could have that day.... she did win a customer, and she made someone's day. I expect she felt better for doing so.
I was blown away by the attentiveness and service orientation; what touched me most was the kindness I received. It turned my day around. All the reflexes of frustration and helplessness around the unfulfilled expectation of having what I had packed and thought essential, as well as the self-beating-up for being bothered by something so small in the large scheme of things.... dissolved. Gone. What I was left with was a stunning display of kindness and care that fostered gratitude and appreciation. I left the store and continued on the explore after raving to my husband about the experience when I met up with him in the square with a lighter step and a happy heart. I wrote to the head office of Douglas Pärfumerie shortly after and thanked them for my experience. No surprise (top-down model) they replied immediately and thanked me for my note, pledging to pass it on to Frau Lückel right away.
Caring service is not just good business... it's good humanity.
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