Archive for the ‘Ascension of the Lord’ Category

The Simple Truths of Service 5-16-2021

Thursday, May 13th, 2021

(This is a true story as told by Barbara Glanz, CSP.)
A few years ago, I was hired by a large supermarket chain to lead a
customer service program to build customer loyalty.
During my speech I said, “Every one of you can make a difference
and create memories for our customers that will motivate them to come
back. HOW?
Put your personal signature on the job. Think about something you
can do for your customer to make them feel special; memories that will
make them come back.
About a month after I had spoken, I received a call from a 19 year
old bagger named Johnny. He proudly informed me he was a Down
Syndrome individual and told me his story.
“I liked what you talked about”, he said, “but at first I didn’t think
I could do anything special for our customers. After all, I’m just a
bagger”. “Then I had an idea. Every night after work, I’d come home and
find a Thought For The Day.” If I can’t find a saying I like”, he added,
“I just think one up!”
When Johnny had a good Thought For The Day, his dad helped
him set it up on the computer and print multiple copies. Johnny cut out
each quote and signed his name on the back. Then he’d bring them to
work the next day.
“When I finish bagging someone’s groceries, I put my Thought
For The Day in their bag and say: “Thanks for shopping with us.”
It touched me to think that this young man, with a job most people
would say is not important, had made it important by creating precious
memories for all his customers.
A month later, the store manager called me. “You won’t believe
what happened. When I was making my rounds today, I found Johnny’s
checkout line was three times longer than anyone else’s! It went all the
way down the frozen food aisle. So I quickly announced, ‘We need more cashiers; get more lanes open!’, as I tried to get people to change
lanes. But no one would move. They said, “No, its okay, we want to be in Johnny’s lane. We want
his Thought For The Day”.
The store manager continued, “It was a joy to watch Johnny
delight the customers”. I got a lump in my throat when one woman said,
“I used to shop at your store once a week, but now I come in every time
I go by, because I want to get Johnny’s Thought For The Day.”
A few months later, the manager called me again. “Johnny has
transformed our store. Now when the floral department has a broken
flower or unused corsage, they find an elderly woman or a little girl and
pin it on them. Everyone’s having fun creating memories. Our
customers are talking about us; they’re coming back, and bringing their
A wonderful spirit of service spread throughout the entire store…
and all because Johnny chose to make a difference!
Johnny’s idea wasn’t nearly as innovative as it was loving. It came
from his heart, it was real. That’s what touched his customers, his peers…and those who read his story.
Great service comes from the heart…Will you be a Johnny today?