Connecticut’s Trader Joe’s Grocery exceeds expectations by making sure the customer gets the best of what he wants. One of the HPO SCORES researchers, Fay Kandarian, had an experience with this when she bought red tulips to the checkout line. The associate checked the tulips before ringing them up and suggested looking for a fresher bunch. Together they went to look at other tulips, and after checking for color preference, the associate picked out the freshest-looking tulips, which were pink and white. After ringing up the new tulips, the associate said, “Since I need to throw away these red tulips, I’ll give them to you to enjoy for the few days they will last.” This is another example of how high performing organizations encourage those who touch the customer to create the best possible customer experience and act on their ideas.
Leading at a Higher Level: Blanchard on Leadership and Creating High Performing Organizations (Revised and Expanded Edition). FT Press, 2009. p.34,35
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