The King Soopers grocery store recruiting manager asked, “So, Jazzy, what does good customer service look like to you?”
With 17 years of life under her belt, Jazzy responded:
“Good customer service is being outgoing, friendly, and approachable; making customers feel like they’re your #1 priority and never a burden.”
“Um, okay, well, so … when can you start?”
When Miller Child #6—Jazzy Joy—shared this exchange with Karen and me, we beamed. “Good for you, Jazz!” we said in stereo.
And at that moment, my mind went back 24 hours …
We decided to go pick up Kentucky Fried Chicken (I do the grilled chicken with coleslaw so those missing 43 pounds are never found again). Flipping my laptop open, I discovered that KFC does not have online ordering.
How retro, I thought. I have to … call???
So I phoned the KFC closest to us. No answer. Huh, that’s odd.
I redialed … 3 times! No answer.
I called another one. Nope. What is going on here?!
Then I dialed the KFC on Washington Ave. in Thornton, Colorado, which is not the closest one to our home. NO ANSWER!!!
I rechecked all of my phone numbers and found that I had dialed the last one incorrectly, so I tried it again.
One nanosecond into our conversation, here’s what I knew:
Without ever having met her, daughter Jazzy had described Sherri perfectly.
I was—at that moment—the only person in her world.
Not only did I feel like an old friend, it seemed she had nothing else to do during a Saturday dinner hour but chat with me! We laughed like we were buds—and I ordered $90 of KFC from her.
#BigFamily #WeLoveChicken #LeftoversAreGood
I then drove 11 miles one way to pick the food up. When I arrived, Sherri—part owner of this franchise—was racing around handling drive-thru orders, guiding staff, and pleasing customers to no end.
Sherri was—no, is—the real deal. She’s exactly who we write about in Outstanding!:
“Outstanding organizations never forget who pays the bills. Who pays your bills? Whoever it is, visualize them as wearing a flashing neon sign around their neck with twelve-inch-high letters that read ‘make me feel important!’”
As we all know, there are some human beings who should never interact with the paying customer. Such as …
- George, the auto mechanic, who caused me to feel like the dumbest person on Earth every time I brought my car to his shop.
- The owner of the clothing alterations business who always has a face that would light up a room if she left!
- The rental car guy who got angry with Karen because her plane landed after his quitting time of 11pm, causing him to wait.
What do they have in common?
THEY SEND THE MESSAGE TO PAYING CUSTOMERS THAT THEY ARE A BURDEN.
But not Sherri at KFC. She knows that without people forking over their hard-earned money for her product, her organization would fail to exist. That would be quite a loss for our world.
Jazzy nailed it. For outstanding organizations, the customer is never a burden. Period.
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