It has been a while since I have been inspired to write a blog on customer service. Who could have imagined inspiration would hit at a Highway 5 roadside Mini Mart while making a pit stop on the way to Los Angeles? I ran in and went directly to the restroom. I was greeted by a room wholly decorated for Valentine’s Day along with a promise to create a clean and comfortable environment.
There were love signs and hearts. I was surprised and delighted by this uplifting experience created by the owners of this convenience store. I immediately sent my husband Bill to the men’s room to see if it just as welcoming. As you can see, even the urinals were adorned with hearts.
Joyful welcomes are not what I expect at a roadside restroom. Usually, I am just happy if they are clean. Maybe the bar is low, but taking so much effort to make these rooms a happy place speaks volumes about the owners and managers.
I found many inspirational lessons in this simple act:
- Surprise and delight for customers
- Creative expression and a sense of pride for employees
- Great marketing
- Taking something ordinary and making it extraordinary
- Instilling trust in the products and services which are not related other than through perception
When I shared my thoughts with the employees, they commented: “You should have seen it at Christmas.”
This experience reminded me once again that customer service is all about the details.
This very special Mini Mart is located at 5818 Dennis McCarthy Dr, Lebec, CA 93243.
Truly Brilliant!