Thursday, February 5, 2009

The Best People in the World!

Our Mission:

Create one new BIGGBY COFFEE fanatic per day, per store who will actively promote us to others.


(This story submitted by Ryan Mallory, Store 170, St. Johns MI)

We have a customer that started to come into the store around Dec. of last year. What set him apart from every other customer that came through the door was that Les, his name, can't hear and couldn't talk either. I was on the POP that first time he came in and he wrote down a description of what he was looking for and we had it made. I wrote the name of the drink on the back of a frequency card and told him all he would have to do next time is show them the card and the cashier would know what he wanted.

Les has been coming into my store for over 3 months now and all my staff know his drink and look forward to seeing his smiling face during the day. Through a rough use of signing we would all do our best to communicate with him. Today Les was in first thing this morning. As he was waiting at the end of the counter I noticed that he had a cell phone in his hand. Through a set of hand written notes I found out that he had bought it. How you may ask does a man who can't hear use a phone? TEXT MESSAGING!!! I ask him for his phone number and he welcomingly gave it to me. For the first time today I was able to communicate with a regular customer. This was a rewarding thing for me to be able to do. We texted back and forth between customers for an hour.

What did I learn?
1. THINK OUT SIDE THE BOX.
2. BE WILLING TO BREAK THE RULES IN THE NAME OF "E".
3. DON"T BE AFRAID TO WALK OUT INTO A CUSTOMERS LIFE IN A PERSONAL WAY.
4. USE WHAT EVER MEANS YOU HAVE TO REACH OUT TO A CUSTOMER.

I hope that you find as much joy in this email as I did writing it.


Rock-on, Ryan, Rock-on!!

5 comments:

Anonymous said...

RYAN _ GREAT JOB!!! This sort of thing is hard to put into a few words but helps to define the BIGGBY way! TCB

Anonymous said...

Thanks Ryan.

JD said...

Wow--particularly cool to see that he noted his learnings and shared them. Thanks, Ryan, that's great. -JD

Andrew said...

Now this is a great example of incredible service and selling the experience. I love to see businesses that do this.

Anonymous said...

That's Awesome Ryan! thank you for sharing! SD