I was waiting to return something at Micro Center the other day when I saw a brilliant example of a heads up manager.
The customer in front of me had apparently bought a $10 iTunes gift card that the cashier had neglected to activate.
The customer of course did not discover this problem until they arrived home that evening so they had to make a special trip back to the store to have the card activated.
Most stores would have activated the card, said they were sorry (maybe) and sent the customer on their way.
But the manager on duty at Micro Center very genuinely and nicely apologized AND gave the customer a $5.00 gift card for their next purchase. As he handed the smiling customer the gift card, he added that he hopes to see them again on their next visit.
When the customer responded “we’ll be back, my son loves computers” the manager inquired as to whether her son was of working age and looking for a job.
This was a home run in my mind. It is one thing to say you’re sorry, quite another to put your money where your mouth is. Then, to troll for future employees? Absolutely brilliant!
Here’s the main point… active involvement in dealing with customer concerns and then finding a personal way to go a little beyond whatever the customer expects in finding a resolution is the way to build raving fans.
This guy wins the prize for heads up manager of the day!
Marc Bluestone is a lifelong retailer and expert on small business. He is known for his broad experience and pragmatic approach to management and marketing issues.
