A MAGIC® Moment in the Country
By Jean Marie Johnson
I was running late and needed to pick up my elderly dog's medication and prescription dog food. I live in the country, and luckily the feed store is attached to the veterinary hospital, but it still meant two stops, one at each front desk. In my own haste, I had forgotten to write down the type of food my dog needed. That meant I would have to try to find it amongst the many aisles of special food for canine, feline, equine and other species of animal. I was not thrilled by the prospect that this was going to take a while, and time was something I did not have a lot of.
I decided to stop at the feed store first. Upon entering, the young man behind the counter said, "Good morning! What can I help you out with today?" I proceeded to tell him about my dilemma with the dog food, that I needed a prescription refill, and that I was in a hurry. When I finished my recitation, boy did he ever spin into action! "That's what I'm here for," he said and before I knew it, he had accessed my on-line file, identified the type of food I needed, found it in the appropriate aisle, and bagged it. I was astonished.
As I turned to run out to the veterinary hospital, he stopped me and said, “Let me get that prescription for you. I'll be right back.” I opened my mouth to say something, but in a flash, he was already gone. A few minutes passed before he came through the door saying, "You're all set and you can pay for everything here. I already told them you were in a hurry and that I'd handle it.” Wow, was about all I could think.
Despite my need to hurry on, I stopped, looked him directly in the eye and said, "Chris, are you always like this?” A warm smile appeared on his face. He leaned over the counter just a bit and said, "I love serving customers. That's what I'm here for. Sometimes people are in a hurry and sometimes they're having a bad day.” Pausing, he looked me directly in the eye and repeated, “That's what I'm here for."
How many of us serve from such a clear sense of purpose and contribution as we go through our day? What do you do to stay centered, focused, and on-purpose? “That's what I'm here for.” Those five words warmed my heart and stayed in my head for the rest of the day.
Jean Marie Johnsonis a Communico facilitator and has helped clients with their MAGIC initiatives. And for 20 years she has specialized in cultivating the customer experience as a key competitive advantage.