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
I hope you gave him a Christmas tip?
Absolutely Darren, that certainly wouldn't have happened with AI eh !!!!
#True empowerment allows you to put your customer first, impressive.
So true Bradley That’s the Waitrose magic 😁👍
#owningit
EE Head of Product | Ex-John Lewis | Ex-Selfridges
3wThat’s the Waitrose magic.Humans with empathy and initiative. Merry Christmas.