How to provide truly exceptional service

There I stood, three deep in a queue that seemed to be moving backwards compared to the other isles.

At the head of the line was an elderly woman laughing and conversing with the checkout chick. They appeared to be having a gay old time. I on the other hand was decomposing in my own anxiety, hot and noticeably bothered. I just wanted to pay for my stuff and get out of here.

The lady eventually paid for her groceries and waved goodbye. Finally we were moving. I then skimmed through my iPhone, something I tend to do neurotically when I’m bored. With nowhere else to look, I slowly peered up… Oh great…

The checkout chick was now chewing the ears off the 40-something man just ahead of me. Chatting and giggling, while leisurely scanning his groceries one at a time. Their conversation dragged on, until the man paid and then scooted off with a smile.

Finally, I was next, and it’s about bloody time, I thought. “Hi there, how’s your day going?” blurted the checkout chick. “Fine thanks.” I responded. In a bubbly tone she then asked what I was doing on such a sunny Sunday. I told her I was on a business trip. With a raised eyebrow she then asked what I did for work. She probed deeper, wanting to know the name of my company and what sort of clients I worked with. Taken aback and amused by this, I proceeded to respond to all her quizzes.

Before I knew it, I was immersed in a conversation. My agitation caused by a flight delay and a long hire car journey had vaporised.

I was so entertained by the girl’s demeanour and interest in me that I didn’t see her swipe my groceries, but they magically appeared in my shopping bag with a receipt. I had paid and now it was time to move on. With a smile now on my face I thanked her, said goodbye and skipped out of the Woolworths store in Wollongong.

Truly exceptional service is very hard to find, but when you find it, you will know about it! So much so you’ll be inspired to tell others about your experience. When someone goes out of their way to recognise and help us, it lights us up. All it takes is a keen ear and intent to learn about people and acknowledge who they really are. This is so simple to do that it’s often overlooked. To blossom in a competitive market, take your cue from the checkout chick. You won’t just illuminate your customer’s day ? it will light up yours as well.

Trent Leyshan is the founder and CEO of sales training company BOOM! As a sales expert and facilitator, he partners with some of the world’s most dynamic and demanding sales driven companies. Trent is also the founder of salesprocess.com.au and the author of THE NAKED SALESMAN: How to walk the talk and sell your way to success!