Biscuits

3 April 2006

On Saturday this weekend I was out doing a bit of shopping and was faced with a choice between two different supermarkets; the first one is slightly cheaper and also very slightly larger, and is the one I normally go to. However, it almost always has very long queues on Saturday. The second one is a bit smaller, more expensive and has less choice.

To try and avoid the large queues of are normal store, we opted for the second one – hoping that the queues would be a bit shorter. When we got to the checkout we were, however, faced with similarly long queues. We will be going back to the second store next week, though.

The reason?

While we were waiting in the queue, a staff member went round and offered everyone a biscuit from a box of biscuits, and apologised personally for the wait.

The cost to them? In the region of £2.

It’s the small things that can really make a difference from a customer service point of view, and most of the time they don’t cost that much. The first store, in contrast, puts a bored sounding employee on the tanoy who apologises for the queues.

Does your business give out biscuits?

From: Articles

3 April 2006