Naga Chokkanathan

Why Not? – Personalize

Posted on: March 5, 2010

7-Eleven is a big chain of convenience stores with more than 35000 stores across the world. They sell many items, But they are not very popular for their coffee.

Surprisingly, one store in Shirley, NY was selling more coffees than any other store of 7-Eleven. The management wanted to know why, and did their research. Do you know the unbelievable answer?

One Employee!

A lady by name Dolores, working for 7-Eleven for 18 Years, knew many of their regular customers by name and addressed them with their name whenever they entered her shop / counter. Because of such personal interaction, more people visited her store regularly and bought more coffee.

Of course, it may be a simple memory trick. But it shows how much we care. Do we remember all our customer names? Do we take the time to spell their name properly (or pronounce their name properly, if it is a conf call)? These small things matter a lot, really!

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