I had two interactions yesterday that I want to share.
I stopped at Family Fare (a regional grocery store) yesterday morning. At the checkout line I mentioned to Randy that $1.99 for four pounds of sugar is a great price.
He looked at the three packages I was buying and observed "And it never goes bad."
I said "Yeah, but it can solidify into a brick."
Then Randy suggested "It doesn't have to. You can store it in dry mayo jars or some other type of plastic container and it will stay pourable for decades."
I thanked him for that idea. It had never crossed my mind.
The other interaction was on the same shopping trip. I stopped into Quality Dairy (a regional convenience store) and purchased a jug of cider and a jug of milk.
Things were chaotic when I got up to the counter. One guy was resetting the gas pumps and was looking away, out the window. One guy was stocking the cigarettes 8 feet to my left. The guy who was immediately opposite me behind the counter was multi-tasking...trying to fix the receipt printer on a cash register and in-process a package that had just been dropped off by Amazon. The manager had just clocked-out for her break and was walking out the door to have her morning cigarette.
The gas guy had turned and locked up. Deer in the headlights time. There were too many things going on for him to process. The manager said "Troy, can you help the customer" and she nodded at me as she skated out the door.
The dude fighting with the receipt printer moved over a fraction of a foot. Troy moved to where he could work a register (maybe five feet) and he processed my transaction. (His name wasn't Troy but I needed to call him something in this short vignette).
The manager had not raised her voice. She didn't have to. Maybe the dude fixing the receipt printer is grumpy and Troy didn't want to ruffle his feathers. The manager handled it. Troy just needed the tiniest nudge to get off top-dead-center and the manager stepped up to take grumpy's ire (if he dared).
After I stowed the jugs in the truck, I mentioned to the manager that I thought she had handled things well back in the store. Not that it was a big deal. A calm "suggestion" at the right time can nudge future events away from ever becoming a big deal.
The manager had managed the art of "just enough" and "right time", and it showed.
So, two excellent customer interactions in two different businesses.












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