Darren Draper’s Post

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Leadership Coach & Facilitator | Cultivating Inclusive Leadership & Organisational Growth

This morning started with a near Christmas disaster! My Waitrose & Partners order arrived, and the seal on the turkey was split, meaning a return was necessary. Adding insult to injury, two whole crates were missing! 😲 Talk about a stressful start to the day, especially so close to Christmas! Now, it would have been easy to let frustration take over. We've all been there. But instead, I chose to simply highlight the issues to the delivery driver and ask what could be done. He immediately phoned the store and organised a replacement turkey and the missing crates for delivery later today. Crisis averted. What happened next truly blew me away. Instead of simply continuing his route, this incredible driver returned just 45 minutes later. He had personally driven back to the store, collected my replacement turkey and the missing crates, and brought them straight to me! This experience was a powerful reminder that even when things go wrong (and let's be honest, they do!), it's the people who ultimately make the difference. This driver's initiative, empathy, and willingness to go the extra mile transformed a potential Christmas nightmare into a shining example of exceptional customer service, true leadership behaviours, that so above and beyond any title. This is why I believe that people, not processes, are the true heart of any successful business. It's the human touch, the ability to connect, empathise, and take ownership that creates truly memorable experiences. This Waitrose driver didn't just deliver groceries; he delivered a lesson in outstanding service and reminded me of the power of human connection. Thank you to this dedicated driver for turning my day around and proving that even the smallest actions can have the biggest impact! Let's all strive to be the kind of person who makes a positive difference, no matter the situation. #customerservice #customerexperience #peoplefirst #inspiration #waitrose #christmas #leadership #humanresources #positivevibes #employeeengagement

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Bradley Lane

EE Head of Product | Ex-John Lewis | Ex-Selfridges

3w

That’s the Waitrose magic.Humans with empathy and initiative. Merry Christmas.

Peter Draper

Performance Manager, Coach and Mentor - Semi Retired

3w

I hope you gave him a Christmas tip?

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Huw Williams

Director at HUW WILLIAMS CONSULTING LIMITED

3w

Absolutely Darren, that certainly wouldn't have happened with AI eh !!!!

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Kim Lowe

Non Executive Director | Deputy Chair | Board Trustee | Lay Member

2w

#True empowerment allows you to put your customer first, impressive.

Dereck Byrne

Food Service and Hospitality - Supermarket Assistant.

3w

So true Bradley That’s the Waitrose magic 😁👍

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Francesca Amos

Online Trading Lead - Waitrose | Ex-ASOS | Ex-John Lewis

3w
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Allison Turner Assoc. CIPD, TAP.cert

Training & Development Manager @ John Lewis Partnership | CIPD Certificate, Training Practice

3w
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Cheryl Proctor

Business Manager to the Executive Director of New Businesses

3w

#owningit

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