Video transcript

In the wise words of Rick Lucier, “Customer service is everything.” This seasoned manager of the Metro grocery store in Leamington, Ontario, understands that to attract and retain loyal customers, you must offer great service before anything else.

“People want a friendly store, and it goes a long way,” he says. “I believe businesses are built on customer service.” And that kind of ideal, along with a new innovative program called We Assist, has taken this Metro Store far.

We Assist is a customer service program implemented by the Leamington Accessibility Advisory Committee. It helps local retailers offer exceptional service to those customers who might need extra assistance when shopping, whether it be someone with a disability, a senior or otherwise. Participating stores post the We Assist signage in their store, so customers will know that there are staff available to help them shop. Rick says his staff are there to assist in any way they can, big or small.

“Sometimes it’s as simple as pushing the buggy for them,” he explains. “It might be reaching up to grab a product, or helping them get through the cash.”

And Leamington shoppers are taking notice. Two regular customers, Lynn Levis and Susan King, who both use motorized scooters, say the Metro is one of their favourite stores to shop at.

“Everybody’s friendly in here,” says Susan, “and you can ask them where something is and they’ll take you to it.” “It’s nice to have the store willing to help,” adds Lynn.

In fact, both ladies are so impressed with the level of customer service they receive at the Metro that they’ve been encouraging their friends and family to shop there too.

Carol Bell, Chair of the Leamington Accessibility Advisory Committee, says that’s precisely the idea behind having a customer service program like We Assist.

“If people know that they’re going to receive this service,” she explains, “they’re more apt to shop there. It attracts more people to the business, so it’s to everyone’s benefit.”

And with the Accessible Customer Service Standard soon to come into force for private businesses and not-for-profit sector organizations in January 2012, it would seem Metro is way ahead of the game … and to great gain.

“It extends our customer base,” says Rick, “and it shows that we’re part of the community, which is very important to us. Any way we can help and be community-friendly, we want to be part of that.”

To learn more about the Accessible Customer Service Standard and how to comply, visit ontario.ca/AccessON.