Our baby boy is growing up fast and the time came this past weekend to purchase a high chair. We headed over to Babies R Us but our first choice was out of stock.
The employee we spoke with told us to visit Toys R Us because they frequently stock similar items and that they would accept our Babies R Us coupon. This sounded fine to us, and since they both end in “R Us” we figured they must be the same company.
We found our high chair at Toys R Us and proceeded to checkout. The cashier told us that we couldn’t use that coupon “because the computer wouldn’t accept it.”
The manager strolled over to help explain the situation and told us that the Babies R Us store in our area frequently hands out false information despite requests to stop.
My wife, quick on her feet, asked the manager if she had any coupons that we could use. The manager turned around and came back with a 20% off coupon.
This was a significant discount when compared to our previous coupon and we happily completed our purchase.
When you empower your employees, your customers will be happy! Instead of making us feel like we were out of luck, doomed to pay full price, or leave the store without the product, the manager that helped us out saved the sale and got us to buy. Toys R Us got our money and will probably have our repeat business in the future because we left the store with a good feeling.
Are you restricting your employees to the point where they can’t close the sale? Empower them to help the customer and watch your sales grow.