“I can help next in line!”
You recognize this cashier and begin to order a large coffee with cream when the cashier says –
“Hi John, it’s great to see you. Can I get you the usual?”
Now, that’s great customer service.
Sadly, with the advancement of the internet, and big box stores, getting that personal touch can be lost. But hope is not lost.
While it can be a struggle it is not only possible to build a relationship with your customers, but incredibly doable. As a managers, we might tell our staff that we as individuals do not pay them, our guests do so offer them the best service possible. Even a complaint can be an opportunity to go above and beyond. So don’t shy away from asking how things are.
Best Western Dallas Inn & Suites is one of those big companies that still tries to have those unique interactions with their guests. The vision of Best Western is to lead the industry in superior customer care. Andrea Reyes, Manager, had this to say concerning customer service, “Every interaction counts, and we want to be the reason our customers smile.”
Those extra personal touches go the extra mile and bring in more revenue. I’m more likely to be loyal to a store that knows my name and remembers me, than the one that just sees me as another source of revenue. So take the time today to chat with a customer. Ask them how things are, or even follow up on a past conversation. Your customers will thank you for it.
For a great example of customer service in book form, look for Mark Sanborn‘s “The Fred Factor” on a bookstore shelf.