80% of businesses believe they deliver “superior” customer service.
Only 8% of the businesses’ customers agree.
Holy disconnect Batman!
~ Peter Shankman, Zombie Loyalists
When I read this statistic at the opening of Zombie Loyalists: Using Great Service to Create Rabid Fans, I thought, “Wow! That’s probably why I shop at Trader Joe’s more frequently than Stop & Shop.
I love the way the Crew Members interact with me. Last week I was in my local store. I picked up a basket when I got there because I only needed a few things. When I rounded the dog food aisle, I realized Maisey was out of food, but the bag was huge. A Crew Member saw my dilemma…carrying a 20 lb bag of dog food and a full basket to the register… and appeared with a cart out of the blue! They didn’t ask. They just acted.
It’s not just those examples. It’s the conversation about shallots at the register. The pre-Happy Birthday’s ask they check my id when I bought wine. Or the recipe suggestions, cauliflower pizza anyone?
Notice I’m not quoting their mission or sayings from their website. I’m talking about their actions, and I’m not the only one.
“the hardest part of my job is leaving work at the end of the day because when you love what you do it is not hard.” ~ Current Employee at Trader Joe’s
Instead, the customers and the employees are talking about what actions are taken every day that makes their experience extraordinary. Trader Joe’s takes care of their Crew Members. In return the Crew Members take care of me!
What are your actions saying about you and your business?