Lynn Espinoza is a broadcast news veteran with more than a decade of media, presentation and executive coaching experience. She has developed personal coaching sessions for Fortune 100 C-level executives, corporate communicators of all kinds, doctors, lawyers and leaders in non-profit.
An Unexpected Level of Customer Service
Posted on March 11, 2009. Filed under: Latest News
Why is it that, whenever I go to Costco by myself, I buy only heavy things? When my big, strong husband is with me, we buy things like socks and trail mix. But alone, by the end of my route, my cart is full with 72-pound bottles of laundry detergent, 50 pounds of cat litter, three cases of sparkling water and a planter for the deck. Then there’s the eight gallons of milk, four gallons of apple juice and the wine. By the end of my pre-planned route, trying to look over the packages of potstickers and plums, I can hardly push the cart. It’s especially hard to navigate the skinny aisles in the produce section - the last part of my route - because the cart is so heavy that the wheels will no longer turn sideways.
Enter the amazing Costco employee.
I sort of lumbered into his way while he was helping another customer to find something. The conversation went like this:
Me: Excuse me, I didn’t mean to get in your way.
Costco Guy: Hi there.. how’s it going?
Me: Fine… (my cart’s wheels grind against the floor as I try to switch directions. It made me laugh) My cart’s too heavy… but I’m fine.
Costco Guy: Let me push your cart to check-out, and then I’ll get it out to the car for you.
Are you kidding me? This guy offered to push my behemoth of a cart the quarter-mile to the cash register; wait for me; and push it onto the bumper-cart track that is the parking lot.
Wow.
I didn’t take him up on the offer, as I’d replaced my trip to the gym with my trip to Costco, and this had become a full-body workout. But 24-hours later, I’m still thinking about how well this guy represented his company.
And they say customer service is dead.
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