Companies that make me laugh create positive memories for me—of the service experience and brand. Using appropriate humor is an authentic way for companies to express their uniqueness while making it memorable for customers. Here’s an example from Chipotle Mexican Grill: Employees at Chipotle place to-go orders in brown bags
Last week, I worked with the general manager of a Hampton Inn hotel who shared this story: Shannon, a front desk agent, had recently joked with a repeat guest (with whom she had a nice rapport) about aging. The guest was a bit self-deprecating about his own age and referred
When the automated hotel wake-up call arrives in the morning, what does the message say? In my experience, the message often sounds something like this: “Good morning. Today’s weather forecast calls for partly sunny skies, breezy, with a high temperature of 52 degrees. Thank you for choosing the XYZ hotel.”
Customer service reps who make me laugh create positive memories for me—of them, the service experience, and the company or brand they represent. Using appropriate humor is an authentic way for employees to express their uniqueness while making it memorable for customers. Here’s an example from my local Starbucks drive-thru.
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