Best Buy's Customer Service

On a recent trip to Best Buy, the sales associate definitely did not meet my expectations. He far exceeded them. In fact, if this had been a baseball game, Trevor would have hit a bases-loaded, walk off home run. I have to admit that I didn’t have high expectations when shopping at Best Buy. I stopped at the north Scottsdale store before Christmas and couldn’t even get a sales associate to look at me. I was sure I was invisible. I was looking for a camcorder and decided I’d have better luck at a camera store. I was disappointed by the service at the camera store, so went around the corner to the Best Buy on Camelback and 20th Street in Phoenix. With my expectations set low, I was amazed at the service Trevor provided to me.

Since I train organizations to provide exceptional customer service, I'm always aware of the customer service skills (or lack of those skills) from the service people I deal with. I recognized in Trevor outstanding skills in serving customers. Trevor is a pro. He should be training Best Buy's other sales associates how to really, truly deliver exceptional customer service. Here’s what Trevor did that impressed me so much.

1. He asked me probing questions, in great detail, about how I would use the camcorder. He asked things that I had never even considered since this is my first camcorder. His questions demonstrated his extensive knowledge of the products. He asked questions for five to ten minutes before he even walked me over to look at the selection of products.

2. He listened – thoroughly, not just superficially. I knew that he listened because as we looked at each camcorder he kept bringing the conversation back to how I’d responded to his questions.

3. He used his critical thinking skills. He translated my answers into recommendations that would truly meet my needs.

4. He was knowledgeable and confident in his product knowledge without an ounce of arrogance or an attitude of superiority. He never talked down to me even though I knew nothing about camcorders. His confident attitude gave me the assurance that he did indeed know what he was talking about. He was able to build my trust that his recommendations were worth taking.

5. He informed me; he didn’t “sell” me. After about an hour of discussion and looking at accessories I might need, I wanted to buy a camcorder from Trevor. He never pressured me. He just willingly and competently educated me and let me make an informed decision.

I was elated with the whole experience and spent more than I ever intended when I walked into the store. I even decided on impulse to buy a couple of CDs while Trevor was finishing up the transaction. It is clear to me that he is not one of those employees who only trades his time for a paycheck. He is not just taking up space. Trevor encompasses the best qualities of a sales person and will go far in whatever field he chooses. He has taken the initiative to know his products, and combines this knowledge with excellent people skills. These are skills that I teach to my clients. Some grasp them more easily than others.

As managers and supervisors, you may not always have customer service naturals like Trevor in your workforce. The good news is that these skills can be learned. To continue to grow your business and remain profitable, exceptional customer service is the answer. Do your employees exceed your customers’ expectations? If so, how are you accomplishing that? If not, what can you do about it? I’d love to know your thoughts.

Lynn Murphy