Moments of Truth that shape your business
Friday 20 February 2009 10:39 AM
Recently, while paying for shopping in Waitrose, I asked the checkout assistant for change for a tenner “while she had the till open”. She said it was no problem, but could I please do it at Customer Service on my way out, who would be happy to help me. Customer Service was being staffed by a supervisor, who cheerfully informed me that the check-out assistant had said something that was against their policy, but that she would give me change anyway because that was what I had been promised. I was impressed by a supervisor making good on the promise of an entry-level part-time employee: even though that promise was against firm policy, it was in line with their strategy, as it was to the benefit of the customer. It seems clear to me that Waitrose has successfully communicated its strategy and empowered people to act in order to implement it.
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