The whole store smiles with you
By Clydia Craig, Famous Tate
“A warm smile is the universal language of kindness.” —William Arthur Ward
Why do people choose Famous Tate over other stores to buy appliances and mattresses?
I don’t have all the answers, but I know one for sure and it is not costly advertising or clever marketing (although we do have those things).
What Makes ‘Taters’ Different?
According to feedback and compliments received from our customers, it’s that we Taters smile! And we acknowledge people when they walk into our showrooms, making them feel welcome and appreciated.
I recently experienced the opposite behavior from employees at a grocery chain. I hated giving them my money and certainly will not be loyal to stores where I wasn’t acknowledged and no one smiled at me.
I guess it makes it worse when I’m scanning and bagging my own items, but when I needed help, there was no one eager to provide assistance … or even a smile.
Today’s culture of texting instead of talking, and emailing instead of visiting face to face, can create solitude for many people. So when they are given a warm smile and eye contact, it provides a reassuring feeling that we really care about their needs. We make a difference in customers’ lives every day, so let’s not miss out on opportunities with each interaction.
As a great example, this heartfelt note came from a customer after Josh Currier from our service department replaced her damaged dishwasher panel:
“Josh was phenomenal to deal with, from his polite and helpful phone calls to give me a heads up on his arrival, to how careful and efficient he was with replacing the panel. Josh was very professional and really a joy to interact with.
“I must say how profoundly thankful I am to him for how he interacted with my 11-year-old autistic/ADHD son, who had a very rough day of meltdowns. Unfortunately, puberty is not always charitable to autism nor ADHD. Yet Josh went out of his way to be so incredibly kind to him.
“I worry every day for my son’s future and today, thanks to Josh, I am able to worry a tiny bit less. This incredible 23-year-old gives me hope that there are more individuals like him to show my sweet boy grace!”
Clydia Craig is HR Manager at BrandSource member Famous Tate Appliance & Bedding Centers, an 11-store chain serving the Greater Tampa, Fla., area. Its mission statement reads in part: to “perform all aspects of our duties with great care, pride, passion and integrity, while striving to create customer experiences and value that exceed expectations on a daily basis.”