Law of Reciprocity

`Who says that customer service is dead? It’s alive and well! I found another exceptional employee the other night – a clerk in a Barnes & Noble Bookstore in suburban San Diego, CA. Here’s the story.

I saw (part of) a terrific documentary on Television about a month ago. I really wanted to purchase a copy of the DVD if it was available. The only problem was that I couldn’t remember the name of the film. So, I had some time on my hand prior to my drive home and went looking for it at the local Barnes & Noble.

The clerk looked friendly enough and, of course, he asked if he could help me.

“Yes, I’m looking for a documentary about the musical sidemen who backed the Motown stars on their recording sessions in the 60’s and 70’s. I don’t know the title. Can you help me?” Continue reading “Law of Reciprocity” »

Have you been encouraged to buy recently?

Can a very good employee make you money and bring in repeat customers?

The answer should be obvious – yes they can – and they do! In my opinion the problem is not so much finding these “rainmaker employees.” Rather it is coaching them to “go the extra mile” and to develop their own personal style.

Last Friday evening, I found such an employee. No, actually he found me!

Here’s the scene: I was killing a few minutes while waiting for my connecting flight home. Dead time! I had just completed an intense two-day training session. I was wandering in the in Portland, OR terminal. Then the sign for “Powell’s Bookstore” caught my eye. Perhaps you have heard of Powell’s – the legendary “street block of books” in downtown Portland. It was refreshing to see them here in the terminal; I perked up and walked inside. Continue reading “Have you been encouraged to buy recently?” »