I bought a watch for my niece's birthday a few weeks ago at Kerby Jewelers in Bala Cynwyd, PA.
And the experience I had with Allan and Marlene Castle can teach you everything you need to know about how to deliver amazing customer service.
After I walked in Allan asked me how I was doing and waited for the answer. He asked great follow up questions and if I mentioned something terrific, his eyes lit up.
After I told him why I was there, he asked excellent questions about what I was looking for that helped narrow down the options. He patiently went through items in the store and a catalog of watches until we found the perfect one.
When it came in, I got to the store as they were closing, but Allan appeared to be in no hurry.
Doesn't that make you feel good when someone legitimately could be in a rush and instead they seem to take even more time with you?
That's the kind of person he is.
But that's not all.
He asked me if I wanted the watch gift-wrapped, and I said yes. He took his time, and when he brought the box to the counter, it still needed something else, he thought, to make it look more festive.
"I know what this needs," he said, and he disappeared briefly and returned with a bow that he placed on top of the gift.
It was perfect.
I mentioned that I was going to be shipping it to her, and Allan disappeared again, just briefly, and returned with an ExpressMail address label and pack for me to send it in.
But that's not all. My niece lives out of town, so what if the bracelet-style band needed to be shortened?
No problem again, as Allan produced a wrist measuring tape and dropped it into the bag.
Allan and his wife Marlene put people first. They truly care about their customers. When you're in their store you feel like you're in their home. It's that good.
Think about all the things that happened in just one transaction with Allan and Marlene:
- We shared a few personal stories and talked about how we can't wait for the beach this summer.
- They made sure I had the perfect gift for my niece.
- It was beautifully wrapped.
- They took the time to make sure I had everything I needed to deliver the gift.
- I was given something extra -- the measuring tape -- in case it needed to be sized.
They took care of everything related to this gift purchase -- well beyond the gift itself.
I went in to buy a watch, but I got much more than that.
And what I just described isn't unusual at Kerby Jewelers. It happens every time I'm there. And for 10 years I've told many, many people what a phenomenal place it is.
If you're interested in building bonds with the people you serve, take a page out of the Kerby Jewelers book.
And if you're ever in Bala Cynwyd, stop by and see how they do what they do.
You'll become a lifelong customer and friend, like I am.
Kerby Jewelers is located at 555 City Avenue, Bala Cynwyd, PA 19004.
You can reach them at (610) 667-6680.