Growing Customer Service

Years ago our CEO passed out the customer service cards which the Ritz-Carlton gives to their staff. If you ever have been at the Ritz for any reason you know they pride themselves on their customer service. They treat everyone like they are royalty. I can only image how they treat the royal families who often reserve entire floors.

This week I’ve experience this same type of customer service at Merrifield Garden Center. I’ve always had pleasant experiences at their stores. Every person has been wonderful and very helpful but this week they went over the top. I check the store closest to me for some seeds to plant this fall and only found a few options. Considering I live in Metropolitan Washington DC this doesn’t surprise me. Most of the yards are solid grass or ornamental plants. The farms land has been all turned into a development of one kind or another. What was surprising was when I checked their website and called them the type of service I received for just 4 packs of seeds. Heather took my call with a smile and was so great. I was treated like I was spending hundreds or thousands in stead of $5. She checked the other store to see if the seeds were in stock and then she checked with their garden specialist to see if it was too late to plant them. She called me back with answers the same business day apologizing that she didn’t call back sooner. She set the seeds aside for me and they were waiting for me this morning as promised. The cashier and staff I spoke to this morning were all equally helpful in answering other questions and helping me check out with my handful of seeds. I have to say if I’m every having a bad morning I’m considering stopping by just to say hello and if I ever need anything else for the garden I’m definitely starting there.

In this world where stores have determined that you can find what you need on your own and check yourself out it seems places like the Ritz and Merrifield Garden Center are numbered or at least found a very pleasant niche in their markets.