Today’s dot provides an example of the flip side of the (lack of) service I wrote about yesterday. When it was apparent that no tailor was going to return my destroyed hat to normalcy, I went to Dick’s Sporting Goods to see if they still had the same item in stock.

The winter displays had been replaced with a mega-selection of baseball uniforms so I asked whether hats had been moved elsewhere or were gone. The clerk promptly radioed the “apparel manager” who returned moments later with hats from storage. They did not have the exact cap I wanted, so she brought the same style in youth sizes (in case it was not for me), and similar styles in two other brands. She even offered to price-match the more expensive one to the same price as the one I was seeking. When I hesitated, she went online and began searching there and successfully located it for me!

This staff member was a problem-solver – offering a multitude of alternatives and options in an attempt meet my needs as closely as she could. Note that she did not even have the product in stock that I wanted, but she still provided excellent service.

The experience at Dick’s was as good as the cleaners’ was bad. Remember my experiences when you train your staff. The reputation of your company resides in the front-line clerk.

About the Author leadership dots by dr. beth triplett

I'm the chief connector at leadership dots where I serve as "the string" for individuals and organizations. Like stringing pearls together to make a necklace, "being the string" is an intentional way of thinking and behaving – making linkages between things that otherwise appear random or unconnected – whether that be supervising a staff, completing a dissertation or advancing a project in the workplace. I share daily leadership dots on my blog to provide examples of “the string” in action. I use the string philosophy through coaching, consulting and teaching to help others build capacity in themselves and their organizations. I craft analogies and metaphors that help people comprehend complex topics and understand their role in the system. My favorite work involves helping those new to supervision or newly promoted supervisors build confidence and learn the skills necessary to effectively lead their team.

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