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

Dr. beth triplett is the owner of leadership dots, offering coaching, training and consulting for new supervisors. She also shares daily lessons on her leadershipdots blog. Her work is based on the leadership dots philosophy that change happens through the intentional connecting of small steps in the short term to the big picture in the long term.

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out /  Change )

Google+ photo

You are commenting using your Google+ account. Log Out /  Change )

Twitter picture

You are commenting using your Twitter account. Log Out /  Change )

Facebook photo

You are commenting using your Facebook account. Log Out /  Change )

w

Connecting to %s