Policy versus True Performance

Office Depot versus Mark’s Automotive

I HATE going into Office Depot. When you enter it’s always the I have to say “Hi how are you” greeting which I feel said with little or no enthusiasm. You can hear into their voice “I have to do this”. The best part is when you check out and they HAVE TO ask that brilliant question “Did you find everything okay”. Seriously? Why am I checking out if I don’t have everything? The challenge I have is this is their policy and I feel NOT their true dedication to the customer experience. Management is often seen chatting in the aisles with each other. Isn’t this the time to ask the customers what we are looking for? Last week I went there and was indeed struggling to find what I was looking for. I have after 23 minute

Now on the other hand when I go to Mark’s Automotive repair shop is Grafton, Wisconsin. It’s a great experience EVERYTIME! The place looks like the second coming of the movie Amityville Horror but my wife swears by this guy. It shows perception is not always reality. He will drive you to work. He will pick up your car and actually return it. He will call you back IMMEDIATELY EVERYTIME with what’s wrong and the OPTIONS you have as a customer. This guy just hustles and what’s amazing he is so polite and friendly … EVERYTIME!

True Performance is when people are coached and encouraged to engage with customers to truly help NOT because they have to follow some language or policy.

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