I recently brought my car in to Discount Tire here in Denver to purchase a new set of tires. The rep suggested a suitable tire and then began to put together a deal. This included a credit for my old tires, a road hazard warranty, free installation, and free quarterly
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
Who should you service first? The customer who’s phoning or the one standing right in front of you? There’s a real double standard here among customers. When you’re the one calling, you expect the employee to answer promptly and assist you right away without being put on hold. However, when
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.
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
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