Every conversation matters - Nike example
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Last weekend I was at the new Nike store in Great Mall
in Milpitas. I picked up two items - one for me and one for my friend.
As the person at the cash register started packing the purchased items,
I asked her whether I could have two bags as one of the items was for
my friend. The response from the person was very interesting. She said “Sorry sir. We are running out of bags here. I can only give you one bag”
It’s these small things that count. First of all, if I had purchased
each item individually (a few minutes apart or something) they had to
give me two bags. So, the excuse was funny at best.
Every conversation a company has with its customers is important. You
are letting the customers create an impression of you as you have the
conversation. As you can see, the conversation spreads.
I am not sure that this is a good example even though I understand your point. But I would like to harp on the plastic bags, if I may.
Do we really need the plastic bags? We only think we do. Take inventory of the number of plastic bags we have in our homes. It’s just too many and yet we want more!
Contrast this to these conversations I overheard at Whole Foods in Boulder every time I was there.
Cashier: “Do you need a bag for that?”
Customer: “No, I don’t think I need a bag. Thank you!”
(Customer proceeds to carry 5 items, hands 2 to acompanying child, and walks out of the store feeling good about themselves and about Whole Foods.)
or
Cashier: “Would you like a bag too carry your items?”
Customer: “I think I will be ok.”
Cashier: “How about a small paper bag for the fruit?”
Customer: “Yes, thank you!”
(Customer walks out with the fruit in a paper bag and 2 other items in her hand, feeling really good about Whole Foods.)
Most Whole Food customers carry out their groceries in their own shopping bag made of cloth or a paper bag or carry their groceries without the ubiquitous grocery bag. Whole Foods also sells cloth grocery bags that can be reused. End result: conversations! Yes! With a positive fallout for the environment we live in.