A very good friend of mine has recently started working for the 7-11 corporations as a district manager. One of the things that she told me is that as a corporation their focus for this year is to promote customer service from every employee. There is a high expectation that as the customer walks into any store weather it is franchised or corporate that they feel welcome.
Ironically this morning as I was heading into the office I stopped off at a gas station that is not 7-11. As I was filling up my truck I thought that it may not be too bad of an idea to grab a cup of coffee. When I walked in the person working was in the back and I did not see her until I was ready to pay. When I went up to pay for my coffee I only had a $20 bill. When I handed her my money she immediately complained about how she has no change and they did not do a change run for her. I did quickly scan the cash till and saw $10 and $5 bills in her change drawer. She actually made me feel that I was unconvincing her with my purchase.
Now keep in mind if you have a retail shop that is open on the weekends it is important to make sure that the cashier can easily make change. It is also important that every person that works for you understand that just about every retail store front out has a lot of competition. As a matter of fact the spot that I stopped at has a 7-11 across the street and ARCO on the other corner, and a drive through coffee stand down the road. So make sure that everyone on your team knows the importance of giving great customer service!
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