Today, Katie and I accidentally conducted a customer service experiment, and the results were both hilarious and disappointing.
It started at lunch when our food came out completely wrong. That led to a conversation about how rare exceptional customer service has become.
For the past four years, we have been searching for a waiter or waitress who delivers truly unforgettable, over-the-top service. We still have not found “the one,” but The Lounge Craft Kitchen + Cocktails and Neighborhood JAM Edmond in Edmond have been the best so far.
After lunch, we went to a very nice store to look at shoes.
For context, I was dressed like I had just finished working the corn dog booth at the State Fair: old gym shorts, a worn Metallica concert shirt and shoes without laces. I had no listing appointments today, obviously.
Before walking inside, I told Katie, “Watch this. Let’s see how they treat me.”
I intentionally stood near four different salespeople and made eye contact with each one to make sure they saw me. Most quickly looked the other way. Not one acknowledged me.
One saleswoman looked me up and down, walked completely around me and immediately helped a man dressed like he belonged there. He was wearing nice clothes and had his little Gucci belt buckle proudly leading the way.
Apparently, the belt buckle was his admission ticket. My Metallica shirt got me placed on the no-fly list.
I stayed in the store for approximately 20 minutes. No greeting. No “Can I help you?” No eye contact after the initial look. Nothing.
The funny part is that there were several pairs of shoes I wanted to buy. I had every intention of spending money, but apparently my money did not meet the dress code.
Store rating: F-
Next, Katie and I stopped at the Mercedes-Benz of Oklahoma City dealership.
A young salesman immediately approached us, complimented my Metallica shirt and started telling me about the last time he saw them in concert. He invited us inside, showed us several vehicles, went on a test drive, answered our questions and was professional without being pushy.
He never judged me by what I was wearing. He simply treated me like a person who had walked into his business.
His name is Johnny McDonough, and he gets an A+.
If you are considering a Mercedes-Benz, I highly recommend asking for Johnny.
Feeling encouraged, we decided to continue our highly scientific research at another high-end dealership just down the street.
I walked through the entire showroom and looked at every vehicle. I opened car doors, sat inside, looked back toward the salespeople several times and made eye contact to make absolutely certain they knew I was interested.
I counted at least five salespeople who were not helping anyone. Most quickly looked the other way. One salesman walked directly past me while I was standing next to a vehicle with the door open and did not say a single word.
Not a hello. Not a head nod. Not even a “Let me know if you need anything.”
To be completely fair, the woman working at the front desk gets an A+. Katie needed a new battery for her key, and she immediately found one and asked a gentleman in the service department to install it. He also gets an A+.
So the final dealership report card is:
Front desk: A+
Service department: A+
Sales team: F+
Apparently, customer service was alive and well in the building. It just had not made its way to the showroom floor.
I will probably never buy a vehicle from this dealership now. The unfortunate part is that I actually purchased a vehicle from them several years ago. They did not just ignore someone walking through the showroom today. They may have lost a returning customer because no one took five seconds to say hello.
I am not naming either business, although I admit I was tempted.
The truth is, this experience reminded me of a lesson I learned many years ago.
A man once pulled up to one of my listings priced just under $4 million in a beat-up 1980s pickup. He stepped out wearing a grease-covered white tank top, and his hair looked like he had just crawled out from underneath the truck.
It would have been very easy to assume he could not afford the property or was not a serious buyer.
He loved the house.
Thirty days later, he closed with cash.
That experience changed the way I looked at people forever.
Never judge someone’s ability, intentions or value by their clothing, vehicle, appearance or little Gucci "look at me, I have money" belt buckle. Every person who walks through the door deserves to be acknowledged and treated with respect.
Customer service is not deciding who looks important enough to help. It is treating everyone as though they are important.
This was a great lesson for Katie today and honestly a good reminder for me.
People are often quick to go online and tell everyone when they receive bad service. We should be just as willing to recognize people when they do something right.
That is why I want to give Johnny the credit he deserves. Great job to Mercedes-Benz for hiring someone who understands that exceptional customer service begins with simply acknowledging people and treating them with respect.
Johnny will not be forgotten. I will remember how he treated Katie and me, and I will gladly tell others to ask for him. One positive interaction created a lasting impression and potentially many future referrals.
Companies need to hear the good feedback too. When someone represents a business well, takes pride in their work and makes a customer feel valued, their employer should know about it.
Have you ever been completely ignored because of how you were dressed, or received such exceptional service that you still remember the person years later?
If someone has given you exceptional service recently, share this post and recognize them. The bad experiences travel quickly online. Let’s make sure the good people and great experiences travel even farther.
FYI. My vintage Metallica concert is worth more than that belt buckle! lol
