The Cute 19 Year Old Who RATTLED My Retail World

“If you do build a great experience, customers tell each other about that. Word of mouth is very powerful”

Jeff Bezos, CEO

I was expecting a fight.

If not a fight then at least a good amount of hassle.

It all started just before Christmas when I ordered a special present for my son.

I wanted to get him an audino electronic kit so he could learn coding and electronics. For whatever reason the kit I ordered was shipping from Greece and was not going to make it my home in time for Christmas.

So I had to scramble and find a new “main” present to give to my son.

I looked around and finally settled on a two wheeled hoverboard I saw being sold in a local shop. Thankfully my son absolutely loved it. He rides that thing everywhere – even to my shop where he has been learning to repair horse blankets.

In fact he has ridden that thing so much something inside started to rattle. It worked ok, it charged up perfectly, it just rattled a lot.

There was something obviously wrong with the unit and I decided to take it back to the store I bought it from.

Now get this.

I only had the hoverboard and the receipt. No box. No charger. No instructions. Nothing but the board itself.

I walked into the store and told the 19 year store clerk what was wrong with it.

She smiled and cheerfully removed the hoverboard from my hands, took it to the back of the store and brought me a new brand one in a box.

She didn’t give me any hassle.

Didn’t have to call the “manager”.

Didn’t make me bring in the box, the charger, the plastic wrap, the instruction booklet, or a notarized affidavit from my lawyer ;0).

She didn’t ask for any of that.

She simply took the old rattly unit and gave me a brand spanking new one in a box and said there you go – have a nice day.

Now you have to realize after that encounter I was almost in shock.

Rarely have I had such a remarkably smooth and effortless transaction like that in a retail environment. Costco is the only other company I can think of at the moment that makes returning something this easy.

Think about it.

The reason I was nearly in shock over this was because of the conditioning I’ve received from every other retail store I’ve dealt with.

With every other retail store I’ve always had to go through some kind of procedure, some kind of hassle, some kind of store policy on how they handle returns.

You know what I mean.

The kind of policy where you need to bring back the box in original condition and all the parts.

Where the young store clerk has to get approval or direction from a manager.

Where you get asked a ton of questions or have to fill out paperwork or go through some other kind of unpleasant procedure when returning something.

Never before has returning or exchanging an expensive product been this easy for me.

Which means this particular store will always stand out in my mind because they are, as author Seth Godin calls them, a purple cow.

They have done something remarkable that

  • Is hard to ignore.
  • Made me want to talk about them (hey I’m telling you about them, right?).
  • Made me want to recommend them to others.
  • Made me want to buy from them again in the future.

All because they did something that makes them a purple cow.

It was a lesson not lost on me.

I’ve spent the last decade searching for and working on ways like this I can use to make my company more remarkable. And the results I have achieved in my business and those I have coached have been amazing.

We have all ended up quickly dominating our market areas. We all charge the highest prices. We are all the recognized “go to” cleaners. We are all the ones people ask from recommendations of who they can trust to buy rugs from.

It’s not hard to do. In fact it’s never been easier.

No longer do you have to be the one to figure everything out.

No longer do you have to spend years testing stuff out to see what works and what doesn’t.

No longer do you have to worry about getting enough business to keep the doors open, meet payroll or afford a well deserved vacation.

Everything you need to know to make your area rug cleaning company remarkable is in a special repository.

A repository of everything I have learned and continue to learn on what it takes to make any area rug cleaning company successful.

Here is where you can access it…

Stephen “Dusty” Roberts

P.S. Want to give a customer an experience they will remember and talk about? Unroll a rug you’ve freshly cleaned and used a rug finisher on and ask them to come down and feel how soft and fluffy their rug feels. Then carefully watch the expression on their faces and you’ll see what I mean…