I have a tale of two shopping experiences, 2 days apart, and had consumer experiences that are on opposite sides of the spectrum. I can not say the "worst" consumer experience, but the "average" consumer experience, the one that is meets all of your very low expectations. I shopped on Saturday afternoon for a "big ticket item", or in other words, something you buy every 5-10 years, such as an appliance or electronics item. Monday evening I took the "shopping spree" approach, visiting a department store, and let me put the emphasis on "department" as I made purchases in over 4 departments.

Let's start with Saturday. Since this was a "big ticket item", my research of the product actually probably started a month or two ago. My husband and I looked the item up online, looked at pricing, different brands, models, manufacturers as well as distributors. We finally narrowed down our search to a specific manufacturer, and were still indecisive about the model and distributor. We went to look at the two models on Thursday at two different distributors, and by Saturday we had settled on the distributor, but still needed to make a decision on the model.

To be clear, we were basing our choice of distributor on price. They offered an "internet special discount" that would allow us to save a considerable amount, finance the item at 0%, and pick it up at their retail outlet within minutes of placing the order online. We did not have remarkable service; we had the average consumer experience. We saved what we expected to save, after the manager came over to authorize the web pricing, then had to come back to correct his own mathematical error. In all, we were there for well over an hour, and then had to return an hour later, after the merchandise pick up window clerk failed to give us our receipt back with our other paperwork for the item. This certainly was not the "worst" consumer experience, just what I expected.

Now for Monday evening, I have a "savings" pass to use, offering a 20% discount all day at a department store. I get there about 2 hours before the store closes with my daughter, who happens to need a few "summer" things. We head to the clothing department where we proceed to haul armloads into the fitting rooms for her to try on. As the first clerk is ringing up my purchases, she proceeds to let me know the price of each item. The more I hear, the more excited I become! I can't believe how much I have saved. WOW! Even better, she tells me the total price, and then tells me the final price AFTER taking off the additional 20% off! What a difference!

Then the clerk tells me there is an online survey where I can let them know about my "experience as a consumer", and circles the information on my receipt.  I proceeded to 3 other departments, and each and every person offered me the same level of service, and offered me the survey information. The service was consistent throughout the store, and I felt like the MOST important person in the store every time I got to the register. The recruiter in me notices excellent customer service, since that is something that can't be taught.

I immediately filled out their online survey when I returned home with my arms loaded with purchases. I told their form what a wonderful experience I had, and let them know I loved the idea of asking for my feedback. I have to wonder, if the "average" store had asked my opinion, would I have given it? If I gave them my opinion, would I have done it that fast? I am pretty sure the ones that provide "average" service, don't ask how they are doing; something tells me they just don't care enough to do that.

What kind of experience do you give your clients or customers? Would you offer them a survey after their real estate transaction? By the way, Gloria Nilson GMAC Real Estate does, and we have a 94% customer satisfaction rating.