On a recent weekend, we were shopping at a local Marshalls store and picked up few items to purchase. One of the items was on sale and another similar item was not on sale. When we were checking out the products from the store, the cashier suggested that the other similar item might be on sale too. She checked with her manager and confirmed that the item was on sale too and provided us the sale price.
We walked away from Marshalls that afternoon feeling that the cashier took ownership of the customer experience and looked out for the shopper. We had not requested the cashier to see if the item was on sale and she was proactive to give the customer a better store experience. She cared enough to provide the customer with the actual sale price of the item. If she didn’t care enough, she could have just scanned the product and charged us what was listed on the item’s price tag. With that, the store could have received a little bit more money from us and we would still be fine with it.
The ownership and care shown by the employee has now given us another reason to continue to shop at Marshalls. When customers have an abundance of shopping options (online or other retailers), employee ownership and care for the customer experience goes a long way. Delighting customers is just an empathy away!