Wednesday, September 2, 2009
Do You Have Raving Fans?
You’ve heard their commercials that always say, “Publix, where shopping is a pleasure.”
It’s more than just a trendy ad agency developed tag line.
In the case of my recent experience, it was the truth.
Someone once said that in advertising, truth is better than creativity.
Let me share.
A few days ago, I went to Publix at the Peach on Peachtree Road in Buckhead.
Because I am “attempting” to eat healthier, I got a bowl of fruit from the produce department. About a week ago, I bought the same thing but was a bit disappointed when I found withered grapes and sludge at the bottom of my fruit bowl.
I mentioned this to the Publix produce manager.
Here’s where GREAT customer service pays off!
The produce manager took my bowl of fruit under the pretense that he was going to check the new bowl to make sure it was up the Publix standards.
Not only did he check the bowl but he added additional fruit. Then, to top that off, he tore the price tag off and put a no charge tag on my bowl of fruit.
Now that’s pleasurable shopping.
Face it. Everyone has an off day.
It’s how you respond to that off day that can either make RAVING FANS or cause customers to jump ship.
I’m more than ever a RAVING FAN of Publix – where shopping is truly a pleasure.
What are you doing in your business to make customers RAVING FANS?
Feel free to comment.