Like the Associate at the pickup desk.
Who was facing a “Moment of Truth.”
The delay in finding someone to help me was really a minor thing. But instead of making it better, the Associate made things worse. Oh, he checked the text message on my phone and brought the bookcases right out.
Then he leaned them on the counter, had me sign for them, said Thank You (very politely), and started to leave.
me: Excuse me, do you have a cart or something I can use to get these out my car?
Associate: We leave all the carts up front. For the customers.
Huh? Evidently non-customers use Site-to-store shipping. He said he would “try” to find one and went into the stockroom. With a somewhat perturbed look. He came back out after only a couples with a cart. And he helped me load it. Maybe it would end on a high note?
me: Thank you.
Associate: I’m sorry you had to wait. (Could he be about to save it?) The person who was supposed to be here was just hanging out back there doing nothing. And she’s my manager.
<Sigh>
The bookcases were exactly what I wanted. The price blew the competitors out of the water. They arrived early, assembled easily, and look great.
This should have a slam-dunk, out of the park win. But it wasn’t.
Because of the little things.
Just Sayin’
Related articles
- A Tale of Two Bookcases (mikereardononline.com)
