Catalyst – The Newsletter: It’s on You

03 Spencer Rubin portraitRecently, I was waiting in line, to pay for my merchandise at Dick’s Sporting Goods. By waiting in line, I mean I was only the 2nd of 2 people in line. It was not really a line, and the guy in front of me was almost done paying, so I was just seconds away from checking out.

At that point, a blur in a green shirt flew by me, flipped on the light at cash register #2 and excitedly yelled: “I can help you right over here sir!” I gladly stepped up to pay. The green shirted blur was not done with me though. He excitedly asked if I had found everything I was looking for, how was my day, and as I walked out the door, he yelled a THANK YOU for visiting Dick’s and he hoped to see me back soon.

Did he mean it? Whether he did or not, he was genuine, kind, engaged…and focused on helping me and making things more convenient. THAT’S A WIN!!

In an era of disengaged employees, who are more interested in texting friends, break time, or going home…The Green Blur’s speed, quality of care, and desire to improve my day was a championship move!!

Question: Was the Green Blur’s action average customer service, or above average? Not taking anything away from his service and my nice experience, my contention is it was average service. He did well mind you, but truthfully, he really did was expected of any employee. You see, customer service is (on average) so poor these days, it makes average customer service look like award winning actions. (Note: I will admit, his energy was way above average!!!)

When I talk to companies and work teams, one thing I remind them of, is that their competitors’ delivery of poor to status quo service makes it easier than ever to for employees to dazzle your customers with care, love, and service.


If you want to thrive, be the best, keep people coming back, grow, and beat the competition…you better BE BETTER than status quo. And it starts with you! Look in the mirror please!

If you are happy with your staff’s service performance, don’t stop! Keep training, keep improving, keep improvising, keep rewarding them for a job well done. Keep them excited to make a difference in every customer’s day!

If you are not happy with the service your crew is providing…guess what? It’s your fault! It starts with you. It starts with you hiring the right people, training them well, pointing out success stories, productively and positively fixing average to negative situations… oh… and setting a good example. Yes, it starts and ends with YOU!

Get on the floor, get in front of your customers, get on the phone and set an amazing customer service example. SET THE CUSTOMER SERVICE BAR HIGH!

Just like with your kids at home, your employees watch you every single day. You may not know it, but they are watching everything you do! SO…

  • Be what you want them to be.
  • Do what you want them to do.
  • Say what you want them to say.

Train, train and keep training! Dazzle your customers! Reward your people for dazzling customers! Get and keep them excited about making your customers’ visit to you the best decision the made that day.

It’s On You!

Spencer Rubin is a sales/marketing expert who has spent 25 years in the industry. Spencer has become a passionate advocate for the success of small, local business owners. To sign up for Spencer’s weekly Catalyst Newsletter. Contact 971-732-4745.