One component that frustrates a lot of us is uncertainty and unpredictability. Even when we wish a completely new adventure and finding a new challenge, we still be prepared to locating out what will happen next. It’s just the means by which many of us are created.
As uncovered to uncertainty regularly, our anxiety increases, our stress increases, therefore we seek a way of stopping this ongoing. In the event you think about this with regards to your customers, this isn’t an excellent factor. In situation your customers receive uncertainties and confusion regularly, everyone get anxious, frustrated, and lastly leave to discover somewhere that doesn’t cause this to happen.
I label this “Random Functions of Excellence and Chaos.” It’s where your customer experience is unpredictable every single day, person to person, so that it causes your customers to get anxious… and finally leave.
I been visiting la lately along with the “chance” to go in Macy’s in Costa Mesa CA, near Newport Beach. I dread entering Macy’s for a number of reasons, a couple of which I am certain numerous you’ve experienced. For example that there are nobody around that may help you if you would like some guidance therefore it is like internet shopping, you alone are in the store. AFter wandering around for a while, you what you are looking for, decide if you would like it (without asking questions), then go find and check out a checkout line to pay for it. Appear familiar?
However, now full proven the thought of “Random Functions of Excellence and Chaos” perfectly. This visit was different. I visited the mall with my partner since she was trying to find any “mother in the bride” dress for the children approaching wedding. While she was shopping, I decided to wander across the mall because it is a very “high-finish” mall that meets a very distinct kind of customer. They were and not the typical stores contained in your typical mall… this mall had stores like Bloomingdales, Sax Fifth Avenue, Dior, and one another high-finish luxury store you’ll be able to consider… a few of which I haven’t learned about before. It’s my job to know I’m inside the wrong place if you walk by stores and you’ll discover 20 purses filling an entire store and pads at the front in the store door to ask you in. These stores clearly possess a hefty cost tag for goods.
Speculate I came around trying to find any coffee shop to get an Americano when i was waiting for my partner to accomplish her shopping (or searching), I spotted a sign for just about any Starbucks. Oddly enough, it absolutely was on top floor in the Macy’s store… a strange location from my perspective. Therefore I needed the escalators up three floors to the top level and grabbed my coffee.
Since I Have Have reaches Macy’s, I believed I’d see the one factor I have purchased in them lately… Tommy Bahama clothes. They are some of the stores that carry their items and sometimes occasions have sales on the couple of of the clothing. I like Tommy Bahama quality and fit therefore i usually have a look essentially are really in the Macy’s store. While going lower the escalator I spotted a couple of employees (rare find) stocking a rack therefore i elevated and requested them once they could direct me for the men’s section, specially the Tommy Bahama section. One of the two ladies particularly was very friendly and made an appearance quite willing which helped me to out. She described that in this mall, Macy’s really had 3 stores… a women’s, men’s, and residential goods store. All I really could consider was simply how much merchandise this ought to be to enable them to inventory. She described the men’s store wasn’t in this particular store also it was lower the mall far.
Here’s where the “unusual for Macy’s” event happened. She presented to take me lower for the men’s store and mentioned to check out her so she could show me where the store was located. What?!? A Macy’s worker really wanting which helped me to out for some reason… it had been totally unpredicted from my past encounters. It had been certainly a “Random Act of Excellence.” I adopted her lower the mall and he or she described everything about the different stores, design in the mall, why they did things using this method, and provided too much information online during our walk. She was incredibly friendly along our walk, not feeling like my questions were putting her out whatsoever. Once we got near the store, I shared with her I really could manage all individuals alternative way and thanked for spending some time which helped me to out. She mentioned it was not a problem also it was happy to make it happen.
I just like shock… where was I? Was I dreaming or did this just happen? It had been certainly a “Random Act of Excellence.” A thing that was well in the norm from the products I have experienced at Macy’s formerly, which was frequently a “consistent act of chaos.” It was a “exceptional customer experience” then one that we wouldn’t forget… within the finish, I’m spending some time to speak about it together with you.