Let's Talk Tuesday: Great Customer Service

Now that we've covered poor customer service, can we talk about outstanding service? While there are plenty of establishments that have quality products, great prices, etc., there seem to be very few that understand how to treat their customers. Back in the day, the mantra in retail was, 'The customer is always right.' It is rare to find that attitude today, but here are two national chains that have superb service.

#1 - Chick-Fil-A: I don't eat fast food, but I would occasionally treat my kids to lunch here if we were out and about. My first experience at Chick-Fil-A was in 2005 in South Carolina on a softball tournament/vacation. I initially thought the employees were friendly because we were in the South. A few years later, the chain established itself in the North. It was refreshing to be pleasantly greeted by employees instead of sullen teenagers behind the counter. I think what stands out the most is just the cordial attitude, but they also seem to always have someone on clean up duty in their dining room, constantly wiping down tables and checking to see if customers need napkins, etc. And that drive-thru system? Amazing! At the one nearest to us, they have two lines going during busy times, along with multiple workers outside with ipads, taking orders.

My last time at Chick-Fil-A was in 2019 when I received a coupon flyer for a free chicken sandwich. I told Middle Child that I would take her through the drive thru to use the coupon. That's all we were getting, since I won't eat any of it. When I gave the coupon to the employee with the ipad and said that's all we wanted, he told me he was going to through in waffle fries and a drink for a complete meal. How nice was that? I'm still rather shocked!

#2 - Trader Joe's: Yes, they have fun, unique, quality products. But again, it's all about the customer service when you walk into their store. I think they promote an attitude of team work amongst their crew members, who actually seem to be happy to work there. It's easy to identify them by their tropical shirts if you need help. I also appreciate the fact that the stores I've visited don't constantly rearrange their aisles/merchandise, so it's never an issue finding what you want. And they actually have multiple cash registers open, unlike other grocery stores, so that you never have to wait long. Cashiers always ask if you found everything and I have told them a few times when I haven't. They will then call over a supervisor to check in the back (I've scored pretzel bagels that way). I once lamented that I missed out on some of their pumpkin products, and the supervisor told me to call the store at the end of September the following year and ask for them to reserve the products I was looking for. I didn't do that due to the pandemic last year, but it's nice that they seem willing to serve you.

I was only able to visit Trader Joe's once in 2020, when I was in the area for a doctor appointment in June. I had heard that the lines to get in were long, since they were limiting the number of people in the store. When I arrived, they had two employees outside; one was collecting carts to sanitize and the other was in charge of counting how many folks went in and out of the store. They had chalked boxes on the sidewalk for you to social distance. Again, the friendliness of the employee letting people into the store stood out to me. He turned what could have been an unpleasant experience, standing in line outdoors with a mask on, into a gracious welcome into the store. A little kindness and thanks goes a long way these days.

Who gives great customer service in your neck of the woods?