In my personal time I absolutely love gardening. Getting out in the sunshine to grow our own produce is very satisfying, but also provides a lot of time for thinking. While we're heading into winter shortly, and all our summer crops have finished it is time for planting the few plants that will survive winter.
As such, this morning I took a trip to our local nursery. While it's a little more expensive than the big box hardware stores we have a short distance down the road, I knew which plants I needed specifically and that it would be simpler to get the seedlings here.
Even with my 3 year old son in tow, it was a quick trip. Straight to the seedlings, a quick bee-line to the seeds and then to the front counter. And a quick lesson in customer service.
The first question from the assistant as I put my plants on the counter was "Sorry, what was your name again? And your son's?" While I've not been in there for around 6 months (and I doubt that he would have remembered my name in that time even if he did know it earlier), he asked in such a way to show that he was interested in ME!
And the second question wasn't really a question the way he asked, but could have lead to a great question: "Make sure you put some *** product on the seedlings to keep the moths off them, there are still a few caterpillars around at the moment... " I can't remember the exact product name, but if I notice any caterpillars I'll be back there to ask him about it.
So the question he should have asked is along the lines of "Would you like to take it with you today?"
He got me thinking less of the garden and more about service. By selling me a product, he would have provided even better service than just simply having a nice smile and having my transaction completed quickly. But also, he wasn't just selling me anything - he was selling a product that clearly met my needs, and in a way that he was telling me about a need that I didn't even know about!
How in your business could you offer great service to your clients by actually selling them something?
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