Empower your customers

By Stephen Rhodes

There’s a scene in the classic seasonal film Miracle on 34th Street where customer service shines.

A mom is looking for a product for her child and it’s not available so Santa suggests she go down the street to the competitive department store.  Initially,  management is horrified until the mother praises the store for its honesty and commits to a life-long relationship.

I know, it’s Hollywood, but don’t you just wish it could happen? I have had experiences where retail clerks have told me where to find a product I was looking for and it wasn’t at their store. I remember those experiences vividly. And I still shop there.

Seth Godin blogged yesterday about Lead with your glass jaw. It’s a brilliant piece about empowering the consumer to have a say in the way you do business.

Tell me about your experiences.

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