The One-Minute Rule: A Simple Way to Improve Customer Experience

Here’s your next Tip of the Week, and it’s a simple reminder that great customer experience often comes down to small moments done well.

This week’s focus is what I call the ‘One-Minute Rule’.

If a customer is waiting longer than a minute, even if you’re busy, they should be acknowledged.

Not served.

Not rushed.

Just acknowledged.

A quick smile.

Eye contact.

A simple “I’ll be right with you.”

That one small moment tells the customer, “I see you. You matter.”

When customers are left waiting without acknowledgement, frustration builds quickly - even if the actual wait is short. But when they’re acknowledged early, they’re far more patient and understanding.

Here’s your quick win for this week:

Watch how your team handle queues.

Not how fast they serve, but how quickly they acknowledge.

Because in retail, experience isn’t just about speed.

It’s about how people feel while they wait.

You should also incorporate into your mystery shopper program – I have.

Some food for thought.

Have a great day,

Mark