I'm sitting here in the living room, using and enjoying my laptop again---second day in a row. I missed it earlier this week when it shut down completely and refused to come to life. So, I took it to Staples to get fixed cuz I knew they'd have a power cord handy if that was the problem.
First, I called. A young man named Justin answered. He answered all the questions I had regarding what would happen, how it would cost and how soon I could get it back.
Later, when I arrived at Staples, I met Justin in person. Almost immediately, I was impressed with his noticeable sense of professionalism which appeared above and beyond the norm.
Step by step, he went through the routine of recording all necessary information about my computer into his computer, copying off an invoice, giving me a copy and keeping one for himself.
I wondered at the time if this was Justin's "M.O." all the time. Sure enough, it was. The next day he called me, told me it was the power cord and that the connector on the back of my computer is slowly going bad. "You'll probably be ready to buy a new computer by the time it goes completely," he told me.
When I drove to Staples to pick up the computer, Justin was waiting on another customer, extending to her the same brand of professionalism and patience, he had given me the day before.
He went to the back room to retrieve something, and the other customer and I both commented to each other how impressed we were with his service. He finished his session with her. She then asked his name, introduced herself, thanked him and went on her way.
Justin then told me he was going to the back room to get my computer.
"Before you go," I said, "I have something to say to you. With my firm school teacher look, I waited until he stepped back to the counter. "I just want to compliment you on your professionalism and your service. It stands out. I appreciate it, and I thought you ought to know."
"Thank you," he said. "I'll have to tell my parents they did a good job . . . my time spent in the Marines was helpful too. I think every young person should have to serve in some way. It's very helpful."
I agreed.
Anyway, THAT WAS EASY. I earned my own Staples Reward in some fine service, and I'm sure Justin appreciated the compliment.
In speaking of Justin, I'm, in no way, degrading others who serve the public. Quite the contrary. For the most part, in my travels, I receive excellent service. It's just that my experience with Justin stood out so prominently, I felt the need to say something to him. I believe people should know when they're doing a good job.
So, I found THAT IT WAS EASY to throw out some generous, heartfelt praise when someone deserved it. I think we could do more of that these days rather than complaining and concentrating on all the bad experiences we have. And, believe me, I've had my share.
Sometimes I go through transactions in stores where the clerk never looks at me, carries on a conversation with everyone within earshot, rings me up and sends me off. I'm amazed at how they keep things straight, but maybe that's the multi-tasking wizards this world is producing these days.
When someone serving the public takes the time to treat customers as individuals with individual situations, it makes all the difference in the world. Plus, the customer walks away feeling better about the world and the people who occupy it.
I had another example yesterday at Yoke's when I walked up to the counter at the deli to buy some coffee. With all the exotic brands of coffee these days, I always ask for the "most normal" brand, and wherever I go, folks are usually very accommodating, like Brian was yesterday.
"The one with the blue label," he said. Then, he asked how I was liking the cold. To which I said, it was nice to see a warm-up, but I didn't like the cold I seemed to be getting. Brian said he had one too, one that felt on the verge of exploding into full-blown misery, just like mine.
Brian went on to suggest several herbal remedies for me to try, stressing it was important take them and catch it early. He even took time to write them down on my cashier slip and then wished me a great day.
I teased him about being "Dr. Brian," but fully appreciated a young man engaging in conversation with an old fogey coffee customer who wanted the normal brand and to fend off a cold. Brian gave me much more than coffee, and once again, it was all so easy.
Seems like the human approach is always a lot more rewarding than the alternative. I think Staples has something there, something for all of us to remember. Give of yourself with more than the minimum. You'll get the reward; the recipient also feels rewarded.
Such behavior extended toward others inspires those providing the service to work that much harder at maintaining a standard because they know they're appreciated. And, those on the receiving end feel so good they want to go push that red "That Was Easy" Staples button, move on with life with a great big smile.
