PULSE, Part 2

So yesterday in my training on PULSE, I learned that PULSE does in fact stand for Providing Uncommon Levels of Service Everyday.  The goal was to rethink how we treat our customers (clients) and fellow employees.  They encouraged us to think of our workplace as our second home, since we spend so much time there.  Helping customers feel welcome, comfortable, and important, are key, as well as, helping them to navigate our company's processes and systems.  To see how other businesses are doing this, we went out on a field trip to a local mall.  My group went to 2 stores, Build-a-Bear, and Bose.  At Build-a-Bear, an "associate" greeted us when we came into the store and asked us if we needed any help.  She told us about the process of building a bear and the associated costs and options.  Once she realized that we were not buying, however, she quickly turned her back on us and left us for another shopper!  Interesting.  Just because we were not buying today, doesn't mean we will not buy ever.  At the Bose store, the "team member" greeted us and also asked us if we needed help.  Unlike the Build-a-Bear lady, he stayed with us as long as we were there, answered our questions, asked us probing questions, told us about their installation and customization work, as well as, showed us a demonstration of their Home Theater set-up.  Even though he knew we were not going to make a purchase, he treated us with respect and showed interest.  That's what we want to do with PULSE, do some detective work, show interest, make customers feel welcome, and have them expect the unexpected!  I even got a free pen!  There's a new way to bank...