A Lesson In Customer Service That Wal-Mart Might Benefit From…
How’s this for a scary Saturday horror story? An afternoon at Wal-Mart!
The crowds, the line-up’s, the ‘customer service reps’, and the ever friendly and helpful stock boys. Let’s put it this way, I would rather go to the dentist and have teeth pulled than go to Wal Mart on a Saturday afternoon.
However, this was one trip that I will not soon forget. Check out this ‘advertisement’ I saw while waiting in their customer service line. It was tucked away, in a corner behind boxes, not very visible at all but if it was…The ideas started flowing.
I know it’s pretty small print, but basically Wal Mart ‘invites’ their customers to meet with them, at their stores once a month for an hour. Really? Did you know about this? I didn’t and I bet a lot more of their customers didn’t know about this either.
But this could be HUGE for Wal Mart, think of the wonderful public relations they would get if they actually advertised this ‘club’ and didn’t stick their ad in a corner. Wow, I know I would love to let them know a few things they could improve on (for example on Saturday afternoons they only have 7 tellers working out of 17) and I’m sure many other folks would too.
This would show people that they are accountable, they are visible and it would make them look like the ‘good guys’ for once. But instead, they stick this advertisement in the back corner of their ‘customer service’ wall, behind boxes, out of view.
Talk about missed opportunity. But they are Wal Mart and I’m just a dude who surfs traffic exchanges…
Anyways, how can we use this in our businesses? To show our customers that we do give a hoot about them!
Set up a meeting, once a month with your customers. Look at what Tony Tezak does every two weeks with his T.T.P. Open House. Or even our regular T.E. Townhall Meetings. Use the power of the people in this industry and get out there. Ask them what they want to see improved. Ask them how you can be of service. Ask them what they don’t like and what they do like about your program.
I think this is something we could benefit from right now and it would help our brands be a lot more visible across the board. Will Wal Mart actually advertise their ‘Number One Club’…Who knows, but I think it would make them look real good in their customers eyes.
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