We all agree that customer service is a good thing. Some would even say that more is better when it comes to connecting with your customers. But is it possible to overdo “customer service”? Is it possible to drive business AWAY by doing and saying all the right things?

Randy was looking for a pair of running shoes. He knew exactly what type of shoes he wanted. He knew what color, what style, even what brand he was looking for. He jumped into his car, and drove himself to the local shoe store, where he knew they would carry the exact pair of shoes that he wanted to buy.

Upon his entrance into the establishment, he was immediately greeted by an employee who asked, “Can I help you find something?”

“Nope. I’ve got it… thanks”, said Randy amiably.

As he moved his way toward the men’s department, he was met by another helpful employee who inquired, “Can I help you find something?”

“Nope. I’ve got it… thank you”, replied Randy.

Working his way into the aisle that featured his size shoes, Randy met yet another employee. “Can I help you find something?”, came the employee’s now-predictable query.

Slightly irritated now, Randy replied, “Nope. I’ve got it.” The employee moved on, and Randy found the pair of shoes he was looking for. As he was trying on the shoes, yet another employee came around the corner and with no apparent observation skills, asked a now redundant question… “Can I…”

“NOPE. I’ve GOT IT”, came Randy’s noticeably frustrated reply. Shaking his head and trying to shrug off what was becoming an abrasive onslaught of mindless, robotic, one-track lines from the employees, he started to put the shoes back in the box with the intent to make his purchase and get out of the store as quickly as possible.

Such was not to be the case, however, as just as he was nearing the checkout counter, the original employee that greeted him at the front door noticed him, and asked, “Can I help you find something?” Randy handed the employee the box of shoes… the shoes that he WANTED to purchase… and as he continued on toward the exit, he curtly replied… “NOPE. I’ve GOT IT.”

Lest you succumb to the desire to believe that this is an improbable story, let me assure you that Randy is a very real person – and his story happened exactly as was recounted here. And everyone in business stands to benefit from the lesson found within the lines above: there most certainly is such a thing as “too much of a good thing”.

On the surface, none of the employees did anything wrong. They had obviously been instructed to approach customers with an offer to assist them in finding the right pair of shoes. Anyone in business would agree that such an offer of help is the right thing to do.

The wheels came off, however, as it became crystal clear that there was no variance for the multiple attempts to be helpful – and further, there was no communication between employees as it related to the customer in question. Instead, the automaton-like repetition of the exact same question, by not one – but every one of the employees (and even twice by one of them) was enough to frustrate the customer to the point of overriding his desire to purchase the shoes in question.

What could have changed the outcome of this scenario? A little variety would have gone a long way. A global awareness of who had already offered assistance, and a sensitivity to the mounting frustration of the customer would have diffused a tense situation. Had any one of these suggestions come into play, Randy would have purchased his shoes, and the shoe store would have made an easy sale.

Is there such a thing as “too much of a good thing?” You bet there is. Perhaps a more important question is… what are you doing to avoid it?