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Poor service hurts sales and I can prove it

This is a true story:  Last Tuesday, December 30th, I stopped by a local liquor store to pick up a bottle of champagne to celebrate the New Year.  I typically buy a bottle of champagne only once or twice a year and it’s usually the same brand: Moet & Chandon White Star.

I made my way to the champagne aisle and spent a minute or two scanning the shelves but did not see my favorite brand.  I didn’t see any store employees in the aisles, so I returned to the front of the store and noticed a cashier who was busy doing side work because there were no customers checking out at the time.

Here’s our conversation, pretty much word-for-word:

Me: “Do you know if you carry Moet & Chandon White Star Champagne?”

Her: “Did you see it on the shelf?”

Me: “No.”

Her: “Then we don’t carry it.”

About that time, I recalled there was a cooler in one corner of the store where they stocked chilled white wines.  Perhaps they also stocked chilled champagne?  Sure enough, I discovered a whole row of bottles of Moet & Chandon White Star Champagne priced at $52 per bottle.

I reached for the bottle but then decided not to reward this store—and the poor customer service I received—with the purchase.  Instead, on my way out I informed the cashier that, should another customer ask, they did in fact carry Moet & Chandon White Star Champagne.  I mentioned that it sells for $52 per bottle and they’ll find it in the cooler.

She seemed surprised that I wasn’t buying a bottle though had she really thought about it, she wouldn’t have been surprised at all.

Order Delight Your Customers: 7 Simple Ways to Raise Your Customer Service from Ordinary to Extraordinary by Steve Curtin or purchase from select retailers, including Barnes & Noble.
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