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Customer service is often replaced by lip service, with about the same value as a tube of lipstick accidentally left in a hot car. But I was recently surprised to witness a very special encounter, which warmed my heart and perhaps it will inspire others on both sides of a sale.
The elderly lady standing at the cosmetics counter was decked out in a bright woolen hat cocked at a jaunty angle on steel-grey hair above a sparkling set of brilliant blue eyes.
Chattering like a magpie, she told a tale of a recent internet purchase, an experience that was fraught with ill-prepared salespeople, a defective product, unsuccessful phone calls and numerous attempts at returning the item to ensure proper credit. She wasn’t complaining - she was simply recounting this story to show her appreciation to the ladies at the cosmetics counter for taking the time to listen to her with patience and kindness.
As she recounted her tale, she was interrupted and forced to wait patiently as customers drifted by, but the two sales ladies encouraged her to stay and “hold the thought” while they took care of others. After sales transactions were completed, they returned to the older lady and asked her to continue her story. They were not just being “good sports” or paying her lip service. They actually gave her their undivided attention, a gift that obviously meant the world to a sweet lady. She shone with radiance, basking in the light of people who were genuinely interested, listening to what she had to say. “What a beautiful lady,” a passerby commented. Several of us agreed. Her sweet smile was a shining beacon encouraging us all to smile and speak to each other.
The light in the older lady’s eyes was lit by two salesladies who deeply cared, and their sweet spirit served as a wonderful example to other customers. I overheard strangers complimenting each other. Busy shoppers lingered longer, sampling products and offering suggestions to help the older lady resolve her problem. All the while, the two salesladies were never far from her side, acknowledging her as they assisted others. Not once, did she feel left out.
A simple cosmetics counter became an island of goodwill in a crowded mall filled with harried people.
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