76. Gracious Service from Jo Malone

Some time back, I went to the Jo Malone boutique to buy a perfume as a gift.

The sales person readily greeted me as I approached the shop front and offered to assist me. He highlighted some of the promotional packages and asked if I was looking for a particular scent. When I told him it was the one with basil, he knew immediately which one I was referring to. I said I was looking for the small-sized bottle.

After asking to be excused to check on the stock, the gentleman returned shortly to inform that the bottle I was seeking was only available at another branch nearby. Without hesitating, he offered to take the subway to retrieve the product for me.

"It will take me not more than 30 minutes and if you don't mind, you could walk around the other shops first and meet me back here whenever it's convenient for you. I'll have it ready for you." the man said cheerily.

Wow, I was touched. He didn't see it as a hassle at all, especially since I was only buying one tiny bottle and it was amongst the lowest-priced item out of their entire range. I offered to make the payment first and I was most surprised that it was not necessary. I thanked him profusely and as I walked away to browse other shops, I realised my mood was uplifted by the kindness and attitude of this young man.

True to his word, everything was set and ready for my collection 30 minutes later to the dot.T

The icing on the cake? Three weeks later, I received a small Jo Malone's card, with a tidy handwritten message to thank me for the purchase. (I had given my address to join their mailing list and membership.) This gracious gesture truly leaves a lasting impression...


Reflective thoughts: There is an obvious cost outlay - in terms of money, time and manpower - for the company when they empower employees to head off to retrieve a singular bottle of scent not available at their own outlet. In addition, the printing and sending of cards do not come free too. In your business, what are some NEW examples of small cost to pay for that make a positive and lasting impact for the guests/customers?

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