I had never heard of Wegmans supermarkets until I read about them in the Cincinnati Enquirer. But millions of shoppers swear by them. And it’s not just because of the food and other merchandise they carry. It’s because of the employees.

Stories like this underscore how important customer service is to the shopping experience. Like other successful retailers, Wegmans treats its employees as assets. They receive formal training on the products Wegman carries, plus detailed information on cooking or innovating with those products. Customers love it, so they become very loyal to Wegmans.

“Employees believe they have ownership in the company’s success, and that translates into their taking responsibility for how the company performs” is how a business school dean describes Wegmans’ philosophy.

Think about the retail stores where you know you’ll be treated courteously, with respect, with the salesperson’s full attention. Some that come to mind are Nordstrom, Sharper Image, Men’s Wearhouse, REI, Williams-Sonoma, even Outback Steakhouse. It’s very evident that these firms train employees to “get it” that the customer is priority one. No one at these places has ever called my wife and me “you guys.” (Well, maybe once or twice at Outback.)

There’s no reason your staff can’t be instilled with the same kind of customer focus. It doesn’t have to be a formal training program. Just some important do’s and don’ts about how to greet, inform and assist your customers. If you can’t come up with any ideas, take your staff to a store you admire. Be a mystery shopper for attitude rather than merchandise. Or look online for customer-service tips on sites like About.com.

I’ve noticed lately that the staff at places like Vons, Cost Plus World Market and Coco’s are more helpful than before. They look you in the eye, listen to your questions and are eager to help. If these guys–I mean these staff member–can do it, so can your guys, gals and other valued employees.