Trust is a Powerful Business Builder

A new Staples store opened up in my neighborhood recently.  As a way of attracting customers, Staples sent me a $25.00 gift card.  The first $25.00 of merchandise I purchased at this store would be free.

I have a self inking return address stamp.  Recently, it had run out of ink.  I have found that when this happens, it is easier to get a new stamp than to re-ink the old one.  I thought that this might be a great way to use my Staples gift card.

When I arrived at the store, the young man who helped me was very nice.  He said “I can make you a new stamp right now.  Please give me five minutes.  Feel free to look around.”  As he was making the stamp, I wandered through the store, and ended up buying three books priced at $16.99 each -- way more that the $25.00 they were giving me.  When I returned to the counter, he had the stamp ready. 

He said, “I can check you out right here.”   I put the books on the counter and reached in my pocket for my gift card – which I had been holding in my hand.  It wasn’t there!  I said “I had one of those $25.00 gift cards you sent me, I seem to have lost it since I’ve been in the store.”  He said, “that’s OK.  I trust you.  I’ll give you the discount anyway.”

“Wow”, I thought.  “How often does something like this happen?”  If you have seen any of the Staples TV ads, they are the folks who advertise the “easy button”.   They say that they make it easy to buy office supplies.  What could be easier than this -- an employee of the store taking my word that I had, but lost, a $25.00 gift card?

I said, “let me look for it.  I know I had the card in my hand as I was shopping, I might have set it down somewhere.”  I walked back to the book section, and sure enough, the card was sitting where I had set it down to page through the books I ended up buying.  I took it back to the counter, and he used it to complete the transaction.

Staples claims to make it easy to buy office supplies.  In this case they certainly did.  First, I didn’t have to wait for my stamp.  They made it immediately.  In the past, I’ve purchased similar stamps at Office Depot and had to wait a couple of weeks, as they sent out their stamps to be made.  Second, and more important, the young man said that he trusted me.  He believed me when I told him that I had misplaced my gift card.  He was going to give me the discount without the card. 

I realize that some unscrupulous people may try to take advantage of this situation.  However, the goodwill he (and Stapels) built with me will more than cover any losses they might incur by trusting their customers.  From now on, when I need to buy office supplies, I’m a Staples guy.

The common sense point here is simple.  Treat people with respect and trust, and you will earn their business.

That’s it for today.  Thanks for reading.  Log on to my website www.BudBilanich.com for more common sense.  Check out my other blog: www.SuccessCommonSense.com for common sense advice on becoming the life and career star you are meant to be.

I’ll see you around the web, and at Alex’s Lemonade Stand.

Bud

PS: Speaking of Alex’s Lemonade Stand – my fundraising page is still open.  Please go to www.FirstGiving.com/TheCommonSenseGuy to read Alex’s inspiring story and to donate if you can.