The other day, J, an officemate gushed about a tabletop Christmas tree she bought from a department store. The first time she set her eyes upon the set (three small trees), she just had to have one. She knew they were perfect for her table.
She approached one salesperson and asked if she can have a set. The salesperson looked for the set and quickly announced that they do not have the complete set. One tree was missing. The only stock they had was the one on display.
But you know product displays usually go through several hands and abuse from customers checking the item out. J is the type of person who will not settle for second best. Much less, abused products. She asked nicely if the salesperson could re-check their stockroom. The salesperson headed off and returned after a few minutes, (with a face like saying “I told you already”) and declared, “Sorry Ma’am, we just don’t have any stock left.”
J left unamused.
As one unable to expect “defeat” easily, she went back and found Salesperson Number 2 (SN2). She observed that SN2 was already smiling and had that accommodating aura about him.
She related her desire to get the missing piece and asked nicely, that they just might have one item available. SN2 went to look for the item. It took a while but J waited patiently. At last, SN2 appeared, carrying - what do you know - just the item J was looking for!
Then the problem of the box came. Salesperson Number 2 searched again, but there was none. So, he said “I can make you one from some of the boxes. It would not be the same but it would serve the purpose.” (I imagine it was said in the same helpful tone). Naturally, J agreed. She got her complete table-top Christmas tree set in a box that was custom-made with real customer-care.
J was so overwhelmed with SN2’s service that she tipped him. He flatly refused, but you cannot refuse J. She forcibly placed the bill on SN2’s pocket despite his protests. You don’t normally tip the sales people in that store. It’s against their policy. Long story. All he could say was a sheepish “thank you” and that he was just doing his job.
So my officemate left happy with her victory and with the SN2’s excellent service. She recounted her experience to her sister who reprimanded her “You shouldn’t have tipped him. He could get fired.” Unable to bear the thought of being the cause of a good person’s firing, she went back and looked for SN2’s supervisor. J told the story to the supervisor and commended SN2 and explained that she gave him a tip and that it was her desire to appreciate the good service she was shown. (The ands indicate that she was going full blast, non-stop) THe supervisor thanked J and commented that they have also observed SN2’s good job. And that he will personally take care that SN2 doesn’t get fired because of J’s tip.
(By the way - J also told the supervisor about the bad rap she got from the first one, though she didn’t give him the name. But the supervisor already knew who it was.)
With December approaching, we’ll get a lot of stories like these. I hope we’d hear more tales like those of SN2’s.
This piece was inspired by I Heart Zappos via Seth Godin’s blog entry.
I wish we could find more companies like Zappos and more sales people like SN2.
