Customer Strategist Journal
The Customer Strategist Journal

Date: 04/23/2012

Issue: Volume 4, Issue 1

Trustability Is the Best Policy

If the roles were reversed, would a company be so honest:

On a recent shopping trip I visited Dick's Sporting Goods to purchase snow boots for myself and for my daughter. While there we added gloves and several other items to our cache. The line was long and full of customers impatiently shuffling their purchases as one harried cashier rushed to ring up sales as quickly as possible.

When I set my items on the counter, the cashier quickly rang up everything and sent me on my way, anxious to get to the next customer. Everything was on sale, but something seemed off about the total. I stopped by the store entrance and reviewed my receipt. The cashier had neglected to ring up one pair of boots. I promptly went back, told him about the error, and had him charge me for the boots. He was amazed and thankful that I had done so. I wouldn't have considered any other option.

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