During a recent trip, my friend stopped to grab a smoothie at an airport vendor. No one else appeared to be waiting for their order. S0 my friend lingered near the cash register for his smoothie to be prepared and blended.
The woman behind the counter handed him a filled cup. He quickly broke open a straw and placed it inside. Another person stepped up from behind a nearby pillar and said, “I believe that is my drink.” My friend looked down and saw that the color of the beverage in his hand was not typical of what he had ordered. They both agreed it likely belonged to this man.
The employee had been watching and listening to this interaction. She grabbed the smoothie from my friend’s hand, huffed, and said, “I have to make it over again since you put the straw in already.” She turned away and began to remake the smoothie.
No apology or explanation was given.
Who was at fault? My friend for not looking at the product handed to him before putting in the straw, the other customer for ‘hiding’, or the employee who handed it to the wrong customer?
We might say they each played a small part. But the ultimate responsibility, of course, was with the employee. She definitely did the right thing by remaking the smoothie. But it did not override her previous action or her reaction to the situation. This is only one example of how people just ‘go through the motions’ when at their job.
Create a Unique Experience
Shep Hyken, Customer Service Expert, suggests breaking up the monotony of a work day by making each interaction specific to the individual. He suggests that after greeting a customer, your company representatives should come up with something specific to say to them. This creates a unique experience for each customer – and keeps each interaction interesting and new!
Keeping employees and customers engaged and involved is the best way to break up the routine and to provide excellent customer service each and every time.
Creating a consistent way to monitor and measure the service your employees provide to your customers is a way to know if your approach and training work.
Don’t let your employees be disengaged with their job or responsibilities. Provide them with the tools and ideas to keep their jobs interesting and their interactions with customers unique and enjoyable. And every so often, check in to make sure it’s working for both parties!
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