Now contrast the above story with this one: It too is a true story. Last weekend, I stopped by an Ulta salon for a haircut. The stylist was a good conversationalist, took her time, and did a good job. As I was paying for the haircut, Roxanne expressed genuine interest
Too often operators recognize employees for the job they do with processes rather than customers. I recall hearing a perfect example of this from a consultant named Rick Tate: When a restaurant hostess is hired to greet guests and make them feel welcome as they arrive, she also recognizes there
Here’s a true story I received from my mom earlier this month: Steven, I just had to tell you about a couple of little girls from a local elementary school who came to our office to sell candy for their fundraiser. One girl was kind of shy and didn’t say
Earlier today I brought three of my children, ages 3, 5, and 7, to the dentist. We’ve been going to the same pediatric dentistry office since our oldest child turned 3 and was scheduled for his first “Happy Appointment!” (That’s the nickname the dental hygienists give to a toddler’s first
Some employees have a penchant for delivering service heroics that become the subjects of many positive customer testimonials and even company lore. This is an effective way for these employees to express their uniqueness while making it memorable for customers. For our tenth year wedding anniversary, I bought my wife
Conveying authentic enthusiasm that adds a bit of a spark to an otherwise predictable transaction is an effective way to express one’s uniqueness while making it memorable for customers. Three years ago, I ordered an omelet from an omelet maker at a Marriott hotel in Atlanta, GA. He was wearing
Offering a sincere and specific compliment is an effective way to recognize customers and make the service experience memorable. For example, you might say, “That’s a gorgeous watch. Is it a Tag Heuer?” And then, assuming you have a genuine interest in and knowledge of watches, demonstrate your enthusiasm by
Expressing genuine interest in the customer that exceeds the functional requirements to complete the transaction is an effective way to express one’s uniqueness while making it memorable for customers. For instance, a bilingual employee who speaks Spanish may say, “Bienvenido. ¿Cómo está usted?” to a customer she overheard speaking Spanish
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.
The Revelation Conversation is Here!
