The missing $20 bill – where customer service and brand collide

Brand, customer retention, business development, profit, and sustainability; these long-term, big-picture elements of a company can each be built or toppled by day-to-day customer service.

Designers can develop attention-grabbing looks, marketing strategists can launch aggressive campaigns, and entrepreneurs can create compelling business models, products and service offerings. However, if the person on the front line who deals with your customers drops the ball, they can turn a loyal customer into a business-busting, bad-mouthing machine in no time. Allow me to illustrate.

The other day, I was at Costco. Eager for my requisite Costco hotdog, I withdrew $40 from the ATM and lined up at the food court. As I approached the cash register, I put $20 on the counter and put the other $20 in my wallet. The cashier didn’t notice me; she was busy counting the previous customer’s change. As she scooped up the coin pile, she also scooped up my $20 bill. A moment later, she asked me for $3 for my order, and I explained how she had already taken my money. That’s when she called the supervisor.

To continue reading, visit the post on LinkedIn: https://tinyurl.com/3s4h3k9j

__

At Impresa Brand360, we help clients stand out from their competitors and connect with their audience.

Follow us on LinkedIn: https://www.linkedin.com/company/impresa-brand360
and Instagram: https://www.instagram.com/impresabrand360/