Customer Service Doesn’t End – Part 2

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Last week I wrote about the importance of having your employees positively represent your brand – even if they are on break.  I highlighted a negative experience I had at Starbucks with some employees on break who decided to smoke near patrons when an alternative was available.

Yesterday I had an interesting experience with another popular brand, one that provided a nice counterpoint to last week’s topic.

I was at a neighborhood CVS yesterday when I approached the check-out line at the same time as a Best Buy employee (though nowhere near a Best Buy) who immediately let me take the place at the front of the line.

When another register opened, that same person let someone else go ahead to the register.

Those small gestures made me feel good about Best Buy and has me thinking about Best Buy in a positive light.

It’s amazing what a positive experience — even an unrelated one — can have on your brand.

Remember, your employees are always representing your brand.

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2 Comments

Filed under Brand Position, Customer Marketing

2 responses to “Customer Service Doesn’t End – Part 2

  1. Louis

    Very true. When I worked at Disney we where always reminded that we represent the company in and out of work. This was part of their culture. I had many local guests come to my restaurant that I met outside of Disney

  2. nelsond9

    thanks! for the information is very complete and your site is very interesting, I will visit your site more often!

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