The store manager, without hesitation, immediately gave them two large kitten cages, a month’s supply of food, water dishes and some comfortable rags for the kittens to sleep in. She then coached them on how to care for young kittens and made sure they understood their new responsibilities. She also encouraged to ‘come back anytime if you need more help.’ With happy faces, and new confidence, the kids proudly took their kittens home.
这家门店的经理没有任何犹豫,立即给了他们两个大的猫笼子,足够吃一个月的猫粮,以及水盆、碎布等一应物品。然后她耐心地向孩子们讲解怎样照顾小猫,确保他们充分理解自己的新责任。她还鼓励孩子们一有问题就来找她。孩子们带着小猫回家了,他们的脸上挂着快乐和自信的笑容。
The next day, some of the parents came to the store, profusely thanked the manager, and happily paid for all the items that she had given to the children the day before. In addition, they bought a lot of other products that growing kittens would need. Most importantly, they praised the manager for taking initiative and they told the story to all their friends and neighbors. As a result, the store immediately gained a competitive advantage as “a business that truly cares for customers and demonstrates its values in action.”
第二天,一些孩子的父母来到店里,衷心感谢了这名经理,并且高兴地付清了她赠送的那些物品所需要的款项。此外,他们还购买了很多养猫所需的其它物品。更重要的是,他们赞扬了经理的做法,并且把这个故事告诉了所有朋友和邻居。这家店“真正关心顾客、在行动中展示价值”的理念由此深入人心,迅速获得了竞争优势。
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