Walking into a place named “Good Feet” (seller of arch support products) in Juno Beach, Florida I thought about the recent blog post regarding the concept of “good profits and bad profits” based on the book, The Ultimate Question*: Driving Good Profits and True Growth by Fred Reichheld.
I entered the store right before closing time and was greeted by Lynn. When I discovered she’d have to go through a 15-minute testing and analyzation process to determine the best products for me (their products help bad backs) I assured her I could come back tomorrow so as not to keep her late.
She insisted I stay, that she could see I was in discomfort and needed help. And, no, she’s not on commission (which, in my opionion, is a shame – effort, caring and value such as that is exactly what should be rewarded via commission); she herself suffered for years from back pain and since discovering these products is on a mission to help others from suffering similarly.
The entire transaction was a delight, especially once she got the hint that I didn’t care about the features (and detailed explanation); only the benefits, and that – rather than different products that I’d have to think about in order to use correctly, that I just wanted one all-purpose pair even if a bit more expensive.
She also made sure I knew I could call her any time if I had any questions. And, I could tell from the transaction that she wanted me to call and ask, and would be there to answer.
At the end of the recent post I shared that Reichheld’s main question was, “Would you recommend us to a friend?
In this case . . . Yes! Yes! Yes!