Whole Foods

I've told so many people about this story from The Consumerist, I decided to post it here in my blog:

What did Whole Foods Associate Manager Ted Donoghue do when his West Hartford store lost its computer system during a major snowstorm? Nothing! After realizing that the registers were down for the count, Donoghue issued simple instructions to his cashiers: bag the customer's groceries and wish them happy holidays.

No storewide announcement was made and the store ended up giving away groceries worth $4,000.

[Manager Kimberly Hall] said Donoghue did not consult headquarters before making his decision and said she has heard no negative feedback from the top brass.

"They just totally trust us to do what is right for our customers," she said.

It didn't appear to be a big deal to Hall. In fact, neither the store nor the chain sought publicity for what happened.

Just as turtle hatchlings know to shimmy towards the moonlit sea, employees freed from constraining corporate codes know exactly how to provide unimpeachable customer service. Great work, Ted!

Original article here.