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I greet their eyes and ask, “Hi, how are you?”
The customer loading produce and groceries onto the belt of my checkout lane responds with a smile, a frown, or indifference, “Fine, thanks. How are you?”
“Fantastic. Did you find everything you were looking for today?”
“… and then some!”
Thus, a morning at CentralMarket begins with an opening.
“That is the perfect answer, I love to hear that.”
“Do you know if you guys are going to carry that organic vegan Thai meal from GoodStuff again?”
“I don’t know the answer to that question, but I know someone who does. Let’s seek out the answer together.”
“Thank you.”
All good people come in our store looking for something. For most, it’s groceries or wellness products. For some, it’s a community, a vibe, an experience. While working at The Apple Store in the highest performing store in the US, I learned more about serving people with genuine curiosity and care. I also learned that you don’t lead with the product, you hone in on the desires: “What are you looking to do with your new iPhone?”
Apple does not sell products. It sells an experience, an idea, a philosophy. What do you want to accomplish today? Here are some tools and ideas that can help you along your path.
“I don’t know the answer. Let’s find out together.”
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