It's actually unfortunate that the "best" you can rate a place is a '5', because our service was definitely above what a '5' typically represents. Service was a "10", all the way...
I came in, looking to get some new shoes. As luck would have it, they were out of my size. Reluctantly, I was going to go with a half-size bigger. When I went back to the aisle where the shoes are, I happened to run into Ronald, who was already busy with another task. I asked him to check the stock and he soon returned and told me that he did have one pair. Happily, I went to try these on, only to find out that they were "wide" and not the usual size.
We found Ronald helping another customer who quickly gave me his attention. I returned the shoes to him and went back to where my belongings were, and started to leave towards the register with the shoes a half size bigger. On my way there, Ronald caught up with me and suggested that he call another store (if needed same day) or he can place an order for me and have them delivered to my house. I thought that was extremely helpful and kind of him to go out of his way and find me after I left his area. Not only that, but he helped us enter our information in the kiosk (buttons were sticking). He even offered to enter all the information for us as we were struggling to use this (for the first time). All the while, he was telling us that we would retain our savings coupons and how shipping was free.
I think the thing that stood out the most was that Ronald was smiling the entire time while helping us. He never complained, never "sighed", never gave us any impression that he rather be somewhere else. He was present and engaged in the conversation the entire time while helping us. It was an incredible experience, as in our home state (moved from Calif two years ago) such treatment of customers is only seen in the most exclusive stores.
After leaving, my wife and I continued talking about the great experience and customer service we received at Kohl's. We were most pleasantly surprised.
As the cliche goes, Ronald went "above and beyond" any and all expectations. He went out of his way to make us feel like we were the only ones in the store, even though there were plenty of customers already in the store.
I hope his manager sees this and gives him a huge raise. :) read more