Remembering Outstanding Customer Service
This writer grew up in the Proctor District of Tacoma, this being many years ago.
Near our home was a tiny neighborhood grocery called Field’s Grocery, the sole owner being Mrs. Fields. The grocery was the front section of her tiny home, the back section the living quarters, and the store only carried items which the average family might need in a pinch, items like milk, bread, cereal, and of course, to keep the kids happy, candy bars and pop. The entire store was about the size of a living room and dining room in a modest home of today.
No exaggeration, we kids went there almost daily, spending our change on some tasty treat, and the thing I remember the most was Mrs. Field knowing the names of every kid who entered her store and, beyond that, knowing the parents of every kid. It felt kind of special, being a kid of eight or nine, to walk into that small “mom and pop” store and have the owner call out your name and then have her ask about your parents. And then, once you were really a regular, Mrs. Fields somehow knew about the happenings in your family, and would ask things like “hey, I heard your dad got a raise at work. Tell him congratulations for me.” Stuff like that.
Special.
Mrs. Fields was practicing customer service long before that term was even invented. Truth be told, she really had no reason to be nice to us. Hers was the only store within a half mile of that neighborhood. She would have done a decent business whether she was kind to her customers or not. But that just wasn’t her way. She believed her business was an important part of the community, that the customers were extended family for her, and so she treated us all with respect and compassion.
Mrs. Fields is long gone now. Her store was gutted, the house rebuilt, and all that is left are memories. But they are special memories of a widow who did her best to make her customers feel special.
That is our goal at Madres Espresso. Stop by our coffee stands and find out, for yourself, how we are doing with our customer service.
And wherever you are, Mrs. Fields, thanks for the lesson.
