Some people we meet in brain based business ... let you know that they have little time or interest in simple things likes shopping. Shopping for me is rarely ever simple …. In some stores you’re left to dodge crocodile clerks who flash pearlies … and at the same time … who eye their commission through your handbag…. In other stores … 
you almost accost customers roaming the isles with you … hoping to locate just one helpful clerk … disguised as a shopper. That’s why I was especially delighted to step into Home Depot at the Victor, New York store.
Jeff was pre-occupied with another task ... when I asked him about replacing a “gliding wheel” thingee for the kitchen drawer … that I was carrying around the store. Jeff stopped what he was doing … and in the next 20 minutes … I caught ten customer service secrets.... all learned from this top level Home Depot sales associate ….
1. Wait until a shopper indicates a desire for your help … then jump at that chance.
2. Put down what you’re doing for a store ... to do what you can for any customer….
3. Ask good questions …. Show you are interested more in what shoppers are looking for … than in what you think you can sell them….
4. Rather than just point to a distant location… walk the buyer to the product they are looking for… .
5. When help is needed from any department … other than your own… ask a sales person in that department for help … but stay with the customer to ensure it comes….
6. Don’t be afraid to suggest options or point to alternatives … once you have clear ideas about what the customer is looking forward. Jeff suggested a finish for my drawer ... that I eventually bought ... and look forward to using soon.
7. Laugh at the little things … and at least look as if it’s a pleasure to interact with the customer … to solve a problem together.
8. Represent your firm well … but don’t go too far with its wonders … especially if that has not been a customer’s experience… because you will not be believed.
9. Jump one extra step … after a deal is done. Jeff decided to replace the thingee on my drawer … and he made it appear he was just doing what might be expected in good customer service.
10. Expect to see your good service … pop up again and again … in blogs … in stories from returning customers… or in water-cooler conversations ... about how your fine examples could turn around so many industries. I'm referring to those who've forgotten the power of customer care – the way you served it up… at Home Depot .
Thanks Jeff, and please thank another rep there ... Morry ... for getting me the left- sided-thingee when I came back today … to return the right-sided-one ... so thoughtfully attached to my drawer.
Nobody could have known these glider things have both right and left sides! I do know that customers have left and right brains ... and I can also say now ... that quality service like you gave ... appeals to both sides! You are a credit to Home Depot and since I was with ... Dr Robyn McMaster ... a senior executive of the MITA International Brain Based Center, that day … you’ve actually won two impressed customers back.
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