In Your Effort To Please, Are You Giving Away The Store?

Much has been written about The Ritz Carlton Way. The takeaway I always hear is "empower your front line employees to deliver WOW experiences". Today many other organizations follow this Ritz Carlton Way. The intent of this approach is to allow employees to resolve a customer situation and have the customer walk away so pleased that they return and tell others about the experience. As with anything else, the best intentions can sometimes go awry. Here are some examples I have observed recently: A customer at Whole Foods asks for product A and they don't have it, so the employee offers a Try Me (aka free) for Product B. All fine and good; I believe this is the intent of Whole Foods management. But what about the employee that offers a Try Me, simply because they have only 1/2 a pound of the product and the customer wants 1 pound? Should the 1/2 pound be offered as a Try Me? A salesman...
Read More