Costco Adventure

I decided to get a Costco membership the other day since I am near it more than BJ's so I stopped by and went to the Customer Service area.  This is where the adventure begins.  The first communication I had with the person under the sign "Customer Service" was "What you need!"  I can't really type it the way it come out of her mouth but the way she pronounced it resembled one word.  I replied "I would like a membership", her response "Well you need to stand over there!"  Somewhat confused I asked her if I was at customer service, that was met with "Yea you are in the right place." then said "You need to fill out this form and give me your driver's license!"  Was it just me or was there some love missing here? 

I started talking to her about the membership and she continued to present demands rather than requests, then she wanted to upsell me to the "Executive" membership", when I asked her to explain it she said "It's all written right here!" and then gave me a look like that was not a question I should have asked.  Then she wanted me to sign up for an American Express card, when I told her I did not need it she announced "I hope you know that is the only credit card we accept!"  I assured her it was fine, I did not need a credit card.  I guess she punched a code into her computer because a manager came over and told me "You get a $25.00 voucher when you sign up for the American Express card that you can use today, and the offer is going to expire today!"  I told him I did not need the American Express Card and he walked away.  I guess I know where she got her training.

Ok, the purpose for the story is to illustrate that to provide customer service you need more than a sign.  You need people that care and feel the customer is the most important person to them.  It also needs to be displayed from the top down.  The customer makes a choice when they walk into your business, how you treat them determines whether they will act on their choice or make an alternate choice andgo somewhere else.  My guess is the people at Costco feel they are the only one around so they do not have to provide customer service.

When I left Costco I thanked the person that helped me, she said "No Problem!"  I told her I thought it was because the entire time she was helping me I felt like I was a ten year old and or that I joined the Air Force again because she never talked to me, she barked orders like I was misbehaving.  The manager came over and asked if everything was ok, I told him I received my membership but that was about it.  Then I handed them both my business card and explained to them what customer service was to me.  They both looked amazed, guess they never had customer service explained to them before.  I guess I can now add Costco Consulting to my resume!

To use the words of David Tooman "Sales without Customer Service is like stuffing money into a pocket full of holes."