Picture this: You’re in the check-out line at the grocery store when you hear one of the cash registers is broken. Then another one breaks down. The line is getting longer and longer as everyone waits for the one working register. Then you hear that one is down, too! Pretty frustrating, right?
That’s exactly what happened at a Hannaford supermarket in New Hampshire. But the situation took a surprisingly sweet turn.
Store manager Shawn Quelch knew it would take at least an hour to get the registers up and running. Rather than make his customers wait, he told everyone in line that they could take their groceries home— free of charge.
Shoppers were in disbelief. Stevens Blanchard snapped the photo below of the checkout line, saying, “Hannaford just took the worst shopping experience I’ve ever had and made it into one of the best.”
Not only that, Steven said he was pleasantly surprised to notice none of the shoppers took advantage by adding more to their carts. It turns out, a little goodness really does inspire more goodness.
Quelch estimates the store gave away between $3,000 and $5,000 worth of product, but he doesn’t regret the decision at all.
“Our best chance to make it right for our customer is the first chance we get,” he said.
Now that’s customer service!