I recently had a great experience with Target’s customer service – and it wasn’t the first time.
Where’s My Kid?
About three years ago, I was shopping at our local Target (or Tar-jay if you’re cool like that) with my then 3 year old son. I was up at the kids’ clothing section near the front of the store when all of a sudden – I can’t find the 3 year old. Gone. I look around calmly at first, and then with a little more panic.
If you’re a parent, you know the feeling of dread that grows and grows when you can’t find your child.
An employee asked me if I needed anything, and all I said was, “I can’t find my son.” She said something into her walkie-talkie, and the store immediately went into lockdown mode. Every employee had a job.
A group of workers was watching the doors. Another group of workers went to go check the restrooms. Others were assigned to canvas every department in the store. Even the side fire doors were guarded.
Even though we hadn’t found my son yet, I started to calm down knowing that if he was still in the store, he was going to be found soon. And, it turned out we did find him in the circular racks of dresses in the girls’ department. Grrrrrr.
Needless to say, I was relieved, but I was incredibly impressed with how Target handled the situation. It was clear that they take missing children seriously and that they had drilled for the situation. I made sure to write a note to the manager later on that evening to thank him or her for the preparation that was involved in what happened that afternoon. I have told (and am continuing to tell) lots of people about that.
Revenge of the Spiderman Swirl Kicks
Fast forward to this past Saturday – same kid (not surprising if you know him!) – same Target store. The whole family was in the back of the store trying on shoes. The now 6-year-old was in the aisle of the store trying to put everyone in a spidey-web by doing a cool Spiderman spin kick move.
Well, apparently his own feet kind of got in the way and he ended up doing a face plant right on the hard floor. He looked at us with a look of shock. Then we saw the blood beginning to flow from his nose and his mouth.
He did what I call the “for real cry” – you know the one – the cry when your kid is really hurt, and not just surprised, scared, or trying to get attention. I scooped him up and sprinted up towards the bathroom to get some paper towels. We got the blood somewhat stopped, but we discovered that he lost a tooth – his very first – in the incident (which we never did find).
As I was sitting out by the registry area, a worker noticed us and asked me if he was OK. I told her what had happened and asked her for a bag of ice. She came back quickly with the ice, but also with free Icees for Mr. Spiderman AND his 3 siblings!
I was completely shocked with how kind she was. It really made the whole situation quite a bit better. And, again, I made sure to let the manager know how impressed I was with the customer service at his store.
The Value of Good Customer Service
Well, admittedly, I can be a bit of a crank when it comes to shopping retail. But, I also have worked in the service industry, and I know the value of a good word by a customer. I believe that Target more than made up for the cost of the Icees by the goodwill it has gained from my family. I think that the best way that we as the public can encourage good customer service is by recognizing it and saying an encouraging word when it happens.
The next time a retailer goes the extra mile for you, make sure you spread the good word.
Questions: Do you have a similar customer service story of when something exceptional happened while you were out shopping? Do you try to spread good news about others?