"Customer WOW Factor" the rest of the story

My last blog described how my Dad's supermarket focused on getting customers out of the store when they we're ready to go, and did so in a way that exceeded their expectations thereby contributing to the creation of a WOW factor.


This didn't casually happen . . . it was ingrained in the culture of the business:

• All employees understood that hearing the word "FRONT" over the store loudspeaker meant that most stopped what they were doing and quickly went to the "FRONT" and assumed predetermined roles. The store office was on an elevated level and the manager could see the entire store operation. It was quite a sight to see as he would switch on the store loudspeaker and say "FRONT" please, people moving to the "FRONT" to assist customers . . . like a call to arms.


• People were hired based primarily upon their customer service profile fit . . . it wasn't about stocking shelves and running a cash register;


• The "FRONT" was kept clean and neat at all times, as was the rest of the store. The red carpet was cleaned frequently (at night only) and replaced every six months at considerable cost.


• And so it went leading to more profit per square foot than any other store in the chain most years.

The important lesson to be learned here is that my Dad and his management team clearly understood what made money, had figured out what they could do better than any other competitor and developed a passion for doing it 24/7. They were very careful to ensure that all employees drank this cool aide. This focus remained at the core of the store's operation from day one to the day my Dad passed on. By the way, Dad never graduated from High School; to him, it was basic common sense.

Stay tuned as in the future I'll relate how this 1960's - 1970's business success story employed most of the modern day business concepts described by three successful authors and business gurus:

• Dave Kurlan, author of "Baseline Selling"
• Verne Harnish, author of "Mastering the Rockefeller Habits"
• Jim Collins, author of "Good to Great"