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What happened at Whole Foods when the computers went down - A lesson in good customer experience

There was no storewide announcement of the problem, or its consequence. Cashiers simply told customers there was a computer glitch, bagged their groceries, wished them a happy holiday and a safe drive, and sent them on their way.

Hall estimated that up to $4,000 in groceries were given away before the computers began working again.

She 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.

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