Loyalty is possible or NOT with the first impression!

Goodmorning! I was given the chance to see what it feels like to be mistreated as a first time customer today and I think the lesson learned can benefit us all...

As I walked into the postal store (to remain nameless) this morning to pick up a package being held for me, I noticed they had postal boxes available for rental. I thought to myself I had no idea this place was so close to me, how fabulous. They had copies - color and black & white at great rates, were clean and the young lady accross the room smiled at me even though it was still pretty early. How can I help you, said the man closer to me. "Good morning," I said, "I am here to pick up a package being held for me." Without so much as a blink he BARKED at me, "Just so you know you are lucky this was not returned. I was off yesterday and that is the only reason this was even accepted. If I had been here I would have returned it." Completely stunned I simply stood there, speechless (for those of you who have met me, this is a feat in itself!) I eventually stammered, "Excuse me?!?" He replied abruptly, "You have to call in advance if you want something held and just like I said you are lucky it was my day off or this would have went right back to Arizona!" Again I was completely speechless, I finally managed to respond, "Well you are welcome to call the people who sent it, I had no idea this place even existed until they sent me here." From that point there was no apology for the bark or even a well thank goodness you finally found us! He simply tried to justify why he was right. As I left (still in shock) I heard him talk about how he was hungry and had to be fed...

Even though I can empathize with the predicament this manager was in. I also know that he could have been a lot more effective with me. Giving me a friendly reminder or even calling the people who sent the package directly would have saved this manager a customer - potentially he could have made a customer for life! I was about to do business with this establishment. I make a lot of copies and am in need of an extra post box. I will likely never do business with this place. As a matter of fact, I would probably discourage others from doing business with them as well. Especially since he was the manager and it sounded like he works six days a week!

1. What can we learn about our own business practices?
2. Do we make it difficult for people to do business with us?
3. How do we as owners set the example so our people treat our customers like people?

Loyalty is possible with a first impression...but ONLY when you strive to make it a good one!