In a trip to a local hardware store, I rented a chain saw. I know, that’s a different way to start a column that is typically centered around fresh produce, but hear me out.
The problem began when I got home and started to clean up some overgrown trees in my yard. The chainsaw blades were awfully dull. In addition to being counterproductive, this in fact can be a safety hazard. When I promptly returned to the big box rental area all I wanted was to swap it out for a better-working model. The rental manager was indignant.
“The blades look sharp to me,” he said, not even making eye contact.
My customer service fuse started to glow red. “Can it be the motor is running in reverse? Is the chain on backwards?” I thought I should say, as snappy comeback lines. But I held my tongue. “Look,” I reasoned. “I’ve owned plenty of these saws in my life. This one’s a dud.”
And I had. I’m a produce guy all right, but I’ve installed woodburning stoves and fireplaces in my younger, home improvement days. And with this, numerous trips to the mountains to fill my pickup truck with loads of beetle-kill pine logs. I’ve had many days off slaving away with my trusty chainsaw and maul in hand.
I’m older now. When I’m triggered with something like poor customer service, I can turn into a real grump.
My little encounter reminded me of a seminar our grocery chain once hosted for our management team, in regard to a Stew Leonard’s story. We studied the East Coast grocery chain with great interest as a model for ideal customer service. One story detailed how a disgruntled customer approached the customer service desk with a complaint: The milk they bought was spoiled.
The middle manager opened the carton and took a whiff. “Hoo-wee, that’s sour all right!”
The customer’s eyes narrowed while the manager filled out a refund. She said, “I’m never going to shop here again!” The unsatisfied customer walked out.
The Stew Leonard’s manager was shocked and talked about it with his store manager as he relayed the story to him afterwards.
“Wanna know why the customer was upset?” His store manager began. “That customer told you they had a problem. When you smelled the milk carton, you questioned that premise. It might have seemed you were only verifying the case, but to the customer your reaction indicated that you didn’t believe her.”
The lesson is clear for any retailer: Do all you can to retain the customer. Win their trust. Keep them coming back. Keep them happy. The customer is always right.
I didn’t expect much from my hardware store tool rental manager. But consider, I had already taken the time to rent the darn tool, only to take it home to find out it wasn’t right. Then I had to make a second trip. I wasn’t in a great mood after the time wasted, but I thought, it happens, calm down, already.
But instead of showing a little respect and attention, he examined the tool like it was my fault somehow. Instead of saying, “Hey, I’m sorry this didn’t work out, let me swap it out for another saw right away,” he started in with the lame statement of how everything looked OK to him.
My customer service fuse (already short) escalated another level as I told the manager, “Never mind. I know where else I can go.” He was indifferent. I got my refund and walked out. It’ll be a very long time before I trust these yahoos again, I thought.
Another clerk, a kind woman appeared before I wrapped things up. She apologized as I conveyed the short version of the negative encounter, and she promised to pass my complaint up the channels. What I really wanted to tell her, what that manager really did that was so wrong was, well — he sniffed the milk.
In fact, he took a big, deep whiff.
Armand Lobato’s more than 50 years of experience in the produce business span a range of foodservice and retail positions. He has written a weekly retail column for nearly two decades.
