This post is the fifth in a series that will identify 10 different customer service advantages that have emerged from my analysis of customer satisfaction data. Maybe you have capitalized on one or more of these advantages in your own business? The fifth advantage is to use appropriate humor.
The French novelist, Colette said, “Total absence of humor renders life impossible.”
Employees who add humor to their service delivery create positive lasting impressions—of themselves, 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 are some examples I’ve come across:
- A United Airlines flight attendant on a flight to LaGuardia Airport added humor to an otherwise predictable pre-flight announcement: “At this time, please turn off all portable electronic devices. This includes anything that starts with an ‘i’ or ends with a ‘Berry’.”
- Our waiter at The View Restaurant in New York City added a spark to the otherwise routine water order: “Which would you prefer with your meal: (upbeat) A bottle of San Pellegrino sparkling mineral water or (monotone) New York City tap?” (I almost never select the bottled water but, on this occasion, I ordered two.)
- The hostess at Shanghai Garden Chinese restaurant in Centennial, CO, after my father-in-law requested chopsticks, asked, “Are you left- or right-handed?”
- One of the fishmongers at the world famous Pike Place Fish Market in Seattle, responding to a customer’s inquiry about whether or not credit cards were accepted (as she placed her selection on the counter), said, “Sure. Would you like two?” (The customer paused for a moment to consider the question, then broke out in laughter!)
- Our server at The Summit Steakhouse in Aurora, CO, after introducing the specials, said, “If you have any questions, don’t hesitate to ask.” Then, as he patted his rotund belly, added, “As you can see, I have a lot of product knowledge!”
- Hilton’s theWit Hotel in Chicago bucks convention by offering guests a wake-up call featuring the voice of the city’s most notorious mobster: “Hey you dirty rat. This is Al Capone reminding you to get your rotten bones outta that sack. Now get it moving. I’ve got an overdue Valentine’s Day gift for Elliot Ness I gotta deliver. Heheheheh!”
Displaying a sense of humor doesn’t mean that you need to force jokes or be the life of the party. Just be open to the comic relief that everyday life provides and seize opportunities to use appropriate humor to capture attention, break the ice, build rapport, or provoke smiles.
Of course, inappropriate humor may be offensive and leave a negative lasting impression on the customer—so use your good judgment.
What are some other ways that you have observed employees or companies using appropriate humor to their advantage?
Illustration: Aaron McKissen
