Rande’s Impromptu Gift; or: The $.83 Customer Service Lesson

I was running in Central Park today, Sat. April 29th at about 11:30AM.  I brought $10 with me because it is Rande’s birthday today
and I wanted to buy her flowers.

So when I finished my run, I walked down to get flowers. On my way, on the corner of Broadway and 90th Street is Hero’s Journey.
It’s a store that I have bought incense, cards and body oils. In fact, I had them make up a special mixture for me a few months ago.

I tell you this because I had an impulse when I looked into the window to buy Rande a book on Taurus.  I went into the store got the book
which was at the counter.  The owner of the store knows me by sight and said hello. I said that I didn’t have my glasses with me so
I couldn’t see the price of the book.  She said that it was $10. Perfect. That’s what I brought with me on the run. A $10 bill.

Yes, I’ll take the book. What a nice impulse buying decision. That will be $10.83.  I just have the $10. I’ll hold the book for you,
she said.  I looked at her incredulous.  You mean that you want me not to take the book until I come back with .83 cents?

Yes.  No one has ever asked me to do this.  I looked at her in the eyes and said that you know me and that I have spent $100’s
of dollars in your store. I like patranizing neighborhood stores.  I know, she said, but that is our policy.  I took the $10 and bought
Rande a dozen beautiful pink roses.

Hero’s Journey lost the sale and lost a customer. Sometimes holding onto rules in which the customer doesn’t come first is very foolish. 
For $.83 in principle or is it taxes...you lose a good customer. It just doesn’t make sense.

Oh, by the way, Rande loved the roses.

Robert Gedaliah and Rande Davis Gedaliah work with companies that want to raise their levels of performance
and with people who want to communicate more clearly.

www.speakingforresults.com