I stopped at the local Fresh Market for a piece of fish for dinner.
While the prices are a little higher than the competing local supermarket, I go there often, for a variety of reasons, including the quality of the fresh produce, meats and seafood, the selection and the deli.
I'm always intrigued by how brands are delivered (it is my job after all) and The Fresh Market really works at it. Shoppers who pay attention to the details will notice that the stores are well lit, the products are attractively displayed and, above all, the friendliness and helpfulness of the staff. When the check-out lines get too long, employees notice and, without apparent prompting, open up a new register.
But the thing I notice most is that when they greet you, there is always a smile. The company appears to be very selective in its recruiting of these slightly-above-minimum-wage employees, and they have a strong training program, highlighted on the website.
The company has clearly defined its desired customer experience, and uses all available tools to deliver it.
What's a smile worth? By itself, something. In context, everything.
So, how often do your employees smile?
Client focus matters.
While the prices are a little higher than the competing local supermarket, I go there often, for a variety of reasons, including the quality of the fresh produce, meats and seafood, the selection and the deli.
I'm always intrigued by how brands are delivered (it is my job after all) and The Fresh Market really works at it. Shoppers who pay attention to the details will notice that the stores are well lit, the products are attractively displayed and, above all, the friendliness and helpfulness of the staff. When the check-out lines get too long, employees notice and, without apparent prompting, open up a new register.
But the thing I notice most is that when they greet you, there is always a smile. The company appears to be very selective in its recruiting of these slightly-above-minimum-wage employees, and they have a strong training program, highlighted on the website.
The company has clearly defined its desired customer experience, and uses all available tools to deliver it.
What's a smile worth? By itself, something. In context, everything.
So, how often do your employees smile?
Client focus matters.
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