I am at a large box store and while the checker is checking me out, she says “did you find everything you were looking for”?  (Great job!)  I said “actually, I bought two bags of charcoal but could not find the charcoal lighter”.  Her tone of voice changed and she said “well, it SHOULD have been by the charcoal” (as if I didn’t know that).  I said “I’m sorry, I didn’t see it.  Could someone get me a bottle of charcoal lighter?”  She looked around and then looked at me and said “we don’t have anybody here that can help you”. 

Okay, so why did you ask me if I found everything?  UGH.  I truly believe that is why customer service providers do not ask that question, in fear that someone will actually need them to do something extra!

By the way, I spent $310.00 at this business, not that it really matters if I spent $1 or $1,000.  What are your thoughts?

As the Executive Director of the Troy/Maryville/St. Jacob (Illinois) Chamber of Commerce, I spend a lot of time with public, especially with our Troy Family Summer of Fun program.  Every Friday night we have an event in the park.  We have distributed postcards and everyone who has six stamped gets put into a drawing so it is a great opportunity for me to meet everyone.  When I thank people for coming they are “shocked” that I am thanking THEM.  I have such a great reaction from meeting people that I really look forward to it every week.

So, consider just saying a sincere “thank you” to all of your customers — new and old!  Remember, a simple “thank you” can go a long way. 

In my training, I always encourage customer service providers to develop relationships with their customers.  One sure way to help connect you to a customer is making great eye contact.  If you are not very good at making great eye contact, try this.  The next time you are having a conversation with a customer, look at the color of their eyes.  That will assure making eye contact.

I have always said that you must have a passion for your career and if you have that, it will never be a job.  I recently wrote the article below to celebrate my 10th anniversary with the Troy/Maryville/St. Jacob Chamber of Commerce and wanted to share…………….. 

Without a doubt, I have the best job in the world.  On June 6, I will celebrate ten years with the Troy/Maryville/St. Jacob Chamber of Commerce.  In some ways, it seems like only yesterday.  I remember my interview — I was so nervous.  We had just moved to Troy two months prior and I knew absolutely no one.  I answered an ad in the Times-Tribune and was contacted for an interview.  I remember thinking to myself that there was absolutely no way they were going to hire me.  But, after two interviews, my dream came true.  At that time, the Chamber office was located in the building in front of Troy SuperValu.  We had one room in that building.  Boy, we have come a long way.    So, here we are, ten years later, having met hundreds and hundreds of absolutely incredible people along my journey.  My wish is that everyone enjoys their job as much as I do.  The trick is really to surround yourself with great people.  I have been lucky enough to have an incredible Board of Directors each year, which have trusted me enough for ten years to empower me in my position.  Our Ambassadors continue to promote our Chamber, helping our membership grow to 384.  We have had some wonderful office staff and interns throughout the years as well.  How about the three best mayors in the entire world — Troy Mayor Tom Caraker, Village of Maryville Mayor Larry Gulledge and Village of St. Jacob Mayor Ray Muniz.  These three individuals have been and continue to be great role models.    My family and friends, who have been with me throughout my journey, have been so supportive of my crazy hours and my crazy requests.  I don’t think they knew that when I took on this job that they would be brought on as volunteers!  Let’s not forget all of the Chamber members who continue to support our organization!     There have been so many other changes over the last ten years — a newsletter, a website, two office moves, our e-news, branding of our organization, three logos, new resident packets, ribbon cuttings, Business After Hours, Facebook, Networking Luncheons, gift certificates, Morning Mingles, two new organizational names and so much more.  What does the Chamber’s future hold?  Hopefully a continued increase in membership, continuation of our 98% retention rate and keeping up with technology.  We are always open to new and exciting ideas so we hope that you will share.      On another note, we hope that you will join us for our Troy Family Summer of Fun Series, which is held every Friday at the Tri-Township Park in Troy from June 4 through September 27.  In June we will host Elvis (June 4), show the movie “Blindside” (June 11), hear the wonderful music of Elizabeth LaKamp (June 18) and a double opportunity of fun (June 25) with the Community Band performing and followed by the movie “Fame”.  For more detailed information, visit the Chamber’s website at www.troymaryvillecoc.com. 

I was grocery shopping at a local grocery store and heard a customer stop a store clerk and say “You have two doors to enter but only have your ads at one of those entrances.  Have you ever thought about placing some ads at the other entrance?”  The clerk responded with “We have always put the ads there.”  Okay then.

So, here is a customer, offering a very good idea, that could indeed help your bottom line, and the clerk dismissed it as if it had no value.  Based on the staff member’s response, I am sure this customer will never offer another idea again.  Even if the idea was ”out there”, the clerk could have responded in a more responsive way.

What are your customers telling you?  And are you listening?