Tom worked in a music store. He loved music and was an extremely skilled guitar player. He had recently joined a new band and they were interested in writing their own music though they would also cover some of their favorite alternative band. Tom was only 23 though he was well aware of REM’s early years because he dad had always been a big fan and would frequently tell the story about the time he spilled a beer on Michael Stipe. REM was one of Tom’s musical influences and he was considering how he could capture some of their intellectual depth when a woman walked into the store. A businessperson such as Steve Barbarich person does not have to be a musician to recognize the importance of this story and the significance of excellent customer service.
Tom glanced at the woman and could immediately tell that she felt a little lost and intimidated to be in the shop. He put down his notebook and stepped out from behind the counter to greet her as warmly as he could. She smiled and nervously confessed that she was looking for a drum set as surprise for he son who had been wanting one for a long time. Tom took the woman over to the drums and explained the various types of drums and cymbals and even let her use a drumstick on a couple. He also made suggestions for appropriate drum kits based on the boy’s age and experience level.
Before she realized it the mother was having a great time and bought five piece kit with crash, ride and hit hat cymbals. Tom also helped her to choose a throne, a practice pad and some sticks. The woman was so pleased with the advice he was giving her and the kit and accessories she was getting that she decided the only thing she needed was to get him some lessons. Tom informed her of the lessons they offered there at the store and offered an introductory reduced price rate due to the purchase she was making. This was the beginning of a fruitful and lasting relationship and the woman made repeated purchases while her son was in his lesson. If Tom had left the woman to her own hesitations, she would very likely have walked out of the store quickly and before buying anything. Due to his attentive customer service, what began as an extremely tenuous prospect became a quality professional business relationship with a valued customer.
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