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I think most of us are familiar with Costco. And if you’re like me, you have an appreciation for the high-quality products you can buy in their stores at fantastic prices. I also appreciate the familiarity… no matter where I travel, if there is a Costco nearby, I know exactly what I can expect when I walk through the doors. I will find familiar products (often on the same aisle and in the same location) and I will also find products that are unique to the neighborhood and the clientele which always makes a trip to Costco fun and definitely worth it.
On Sunday, though, I was reminded of another reason I love Costco so much – It is very clearly part of their culture to not only meet a customer’s expectations, but to exceed them. They do that with their prices all the time, but on this visit, I noticed it in so many other ways as well.
It is the Sunday before Thanksgiving which I could argue might be one of Costco’s busiest days of the year. I arrived about 25 minutes before their scheduled 10:00 am opening hoping to avoid the mad rush I knew was coming and even still there were already at least 30 people outside.
While the main doors were closed, Costco had already opened their merchandise return line and their membership services department despite the store not yet being “open”! I needed a replacement membership card, so I was pleasantly surprised to see that I could take care of that right away. When it was my turn, I shared what I needed with the clerk, she smiled at me and told me “no problem”, snapped my picture, printed my replacement card and handed it to me free of charge.
I also asked the clerk about my Costco rebate. I had received a few emails reminding me to use it, but I had misplaced it or missed it in my email. She shared with me that there was a number on the back of our Costco Citibank card to call to get it reissued and that they would email me a replacement right away.
I went back outside a few minutes later and the main entrance to Costco was now open to its customers… 15 minutes early! What other business does that? There were a few items I needed to find – the big, beautiful poinsettias that they carry this time of year being one of them – and unlike other stores at holiday time where you can never seem to find anyone to ask for help, I came across a courteous, willing to help employee in almost every aisle of the store.
When it was time to check out, EVERY SINGLE register had at least two people working it, keeping the lines moving quickly and as short as possible. While other businesses worry about the cost of overstaffing their store, Costco had people available everywhere, and I also learned from my checker that everyone working today was earning time and a half!
And, sure enough as I was getting ready to pay, I checked my email and my rebate was waiting for me in my inbox. A quick scan of the barcode was all it took.
My cart was overloaded… with three big poinsettias, Costco toilet paper, and a Christmas wreath I didn’t know I needed…for starters! Let’s just say it made for an interesting balancing act as I attempted to make it safely to the register!
As they were ringing me up and loading my cart, the checker not only offered me a second cart, but seeing that I was alone also offered for someone to push the cart to the exit for me at which point one of the many employees working the OUTSIDE of Costco would help me to my car.
When we reached the exit, the group in front of me was a family with a small child, and despite the line to get out the door, the Costco employee checking the receipt made sure to take a moment to draw one of those famous Costco smiley faces on the back of the receipt that all children anticipate and love.
At the door, the gentleman who had pushed my second cart to the door, let them know I needed help to the car. The person at the exit let me know John would be helping me. John was restocking carts, but he waved to me so I knew who John was. He came over quickly, and not only did he push the second cart to my car, he helped me unload everything into my car and took both carts away for me.
So… why do I share this Costco experience with all of you? Because it got me thinking about what we do in our schools. What would our students, parents, and community say about us and the experiences they have when they walk through our doors? Are we falling below their expectations? Are we simply meeting them? OR, have we been intentional about putting things in place to EXCEED the expectations of those we serve?
If there is something you do in YOUR school or system that exceeds expectations, I would love for you to share in the comments!