To some folks good service is getting done with a customer - making a deal, signing a contract, closing a sale. I think one of the superpowers of great service is conversing with a customer in order to go beyond just what needs to get done.

At my local grocery store in Verona, WI, they not only employ people to bag your groceries, these folks carry your purchases out to your car. Most often in the evenings when I shop, this job is done by teenagers, in large part, boys. There’s one super young man about 16-years-old who I will call Pete. Now I think Pete does a good job as a bagger - he doesn’t overload the bags, he makes sure the bread doesn’t get squished and the eggs get placed on top - but the thing about Pete that makes him my hero is that he talks to me.

As we make our way out the door into the parking lot toward my car, Pete will ask a question. Sometimes about the weather “What do you like to do outside in the spring?” sometimes about the local college sports team “Can you believe Wisconsin lost?” sometimes it’s a simple “How are you?” - he always pays attention to the answer and makes follow-up conversation. No mumbling, no ‘leave-me-alone’ grunt, but thoughtful enthusiastic answers. I’ve heard about his track practice and trips to Badger games I’ve debated with him about whether or not Favre should retire and if global warming is the reason for such a heavy late snow this past winter; he usually sends me off with something about the topic of our conversation - not just “Have a nice day.” The thing that makes Pete my hero is that he talks with me, not at me. He really makes an effort to be in the moment.

Pete’s job is to get the groceries from the store to my car. His superpower is showing that he cares about me beyond being the customer. I hope I do as well with my conversations with the Lemonade Stand customers.

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