Kohl's makes shopping cheap easy

Today, I am recuperating from my husand's shoulder surgery -- actually he is recuperating, but I did all the worrying for both of us. Before I talk about the surgery, I want to talk about the prep. Mike was going to need some BIG shirts to get on over his immobilized shoulder in a big sling. I didn't want to spend a lot of money, since the shirts would only be used for a few weeks. So, I headed to Kohls -- with my 15% off coupon. My first stop was the clearance rack of menswear. I found several button down XXL shirts ranging from $3.60 to $7.99 -- and that's before the 15% off. Then I went to sportwear clearance where I found a couple of sweats for $7.99 (wanted to make that easy too). My final stop was women's wear for a new shirt for me (have to have something new, soft, comfy and cute to wear to surgery. For less than $50, I got 1 shirt for me, 2 sweatpants, 1 sweatsuit jacket and five or six shirts for Mike. I did splurge on 1 XXL t-shirt with Oscar the Grouch on it that read: I wear this shirt when I am grouchy (figured the pain would drive him to grouchy at some point -- and deservedly so). I love shopping at Kohl's especially when I don't care about the look or the durability and only interested in price!

Today's milk shake moment at Fresh Market

I spent most of the morning at a hearing with the NC Board of Chiropractic Examiners. I filed a complaint about an area chiropractor for unprofessional/unethical treatment/care/business processes. It should never have come to this but the doctor obviously never read "The Milkshake Moment" and she forced my hand. But, enough on that torturous activity (for now).

On the way home, I stopped at The Fresh Market because my husband requested fish for dinner (he asks, I deliver!). While in the meat department, I also asked for some bacon. Do I choose market style at $4.99/lb or applewood smoked at $7.99/lb? Both people behind the counter gave me an opinion and explained the difference (one cooks more crispy, the other more chewy -- who knew?). A woman standing next to me (who I want to adopt as my local mom - my real mom is wonderful, but too far away) gave me her recommendation. I accepted her recommendation and asked for a pound of the market style bacon. The employee got me a pound of bacon and then gave me a couple strips of the applewood smoked in a separate package AT NO CHARGE, so I could taste test for myself. Wonderful! I will do just that and definintely buy more from them in the future.

Now to checkout. The young man at the checkout counter saw a woman standing past the cash register looking not completely happy. He asked her if he could help her -- she started complaining about something she bought (I couldn't hear the conversation, it didn't matter, it was his reaction). He asked me if I could wait a minute while he help her (she was there first). I said sure and then with no questions gave her a refund, told her to keep the product anyway and told her to go back to the deli and gave her instructions on how to get the deli employees to give her what she really wanted. He didn't call a manager. He didn't ask permission. He did what was right for the customer and still was polite to me while I waited. That's the way it should be done. That's why I shop at Fresh Market even if it costs a little more.

Hooray for these Milkshake Moments!

The Milkshake Moment (Recommended Reading)

I just finished reading "The Milkshake Moment" by Steven S. Little (John Wiley & Sons, 2008). I recommend business people read this whether you are the leader or the employee. The subtitle is "overcoming stupid systems, pointless policies, and muddled management to realize real growth." The book does a good job talking about milkshake moments -- the times when employees are allowed to do the right thing (or not) to improve customer service. Think ordering a milkshake from room service at a hotel even if that precise item is not on the menu. They have milk, ice cream, a spoon, a cup and a mixer, but the person on duty can't figure out how to give you a milk shake because the 'manual' says they don't have one. It's a simple read and even though not mind-blowing information, does a good job of giving the reader a real dose of what is and what could be when it comes to customer service and growth. People who know me personally know milk shake moments are what I live for. I'll keep this book on the shelf and refer to it regularly.