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. I pulled up to the speaker to place my order and the conversation went something like this:
Me: “I’d like a Double Shot with Energy.” (Note: Energy is a supplement that Starbucks adds to its beverages upon request.)
Barista: “I’m sorry but we’re out of Energy this morning.”
Me: “Yeah, I can hear it in your voice.” : )
Barista: “Oh wait! I lied. I found some more Energy!”
Me: “Yeah, I can hear it in your voice.” : )
I then pulled up to the drive-thru window where I was greeted with:
Barista: “Was that a Grande Double Shot with Energy?”
Me: “Yes. Sorry—I don’t think I mentioned the size.”
Barista: “That’s okay. I’m psychic. I heard it in your voice.” : )
Me: “Ha! Ha!”
Compare this exchange with a typical drive-thru interaction at a quick service restaurant. What’s different about it? It was so unique to me that I’ve already shared the story with dozens of people and have blogged about it.
When so many retail transactions are characterized by indifference, experiences like this one are a breath of fresh air!
I welcome your comments—if you have the energy! ; )
