Sharing unique knowledge that goes beyond the common, mundane, and expected information (i.e., job knowledge) is an effective way to express one’s uniqueness while making it memorable for customers. Unique knowledge is not the same as job knowledge. Job knowledge is necessary for an employee to be proficient in his
Providing a pleasant surprise that adds an unexpected perk to an otherwise ordinary experience, is an effective way to express one’s uniqueness while making it memorable for customers. Have you ever received an unexpected upgrade, a complimentary appetizer, or some other pleasant surprise when you were not expecting it? How
Last night I pulled into the parking lot of my local Chick-fil-A and noticed an employee wearing a bright yellow Chick-fil-A raincoat and holding an over-sized black and white umbrella—as it was pouring outside. At first I thought he was leaving work and heading to his car but then I
I recently heard a story about a Paradise Bakery & Café general manager who earned the nickname “Cowbell Sandy” from her adoring staff. It seems that a couple of years ago she started an incentive program to increase add-on sales of bottled water, cookies, and other high margin items. She
Ever noticed the greeting you receive more often than not by the person bagging your groceries at your local supermarket? If your local supermarket is like mine, it probably sounds something like this: “Paper or plastic?” All too often, appropriate greetings have left the repertoire of most customer-facing employees in
I used to work with a gal in New York who was fond of saying, “Love ya, mean it” – all in the same unenthusiastic breath. While her irreverence endeared her to all, it demonstrated to me that words alone, apart from an authentic delivery, can be pretty useless in
Have you ever heard the phrase, “If you love what you do, you’ll never have to work a day in your life!”? Do you agree with it? For some jobs, this makes perfect sense. Think: ski instructor, professional golfer, food critic…you get the idea. But what about other jobs? What
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