Real World Story: A few weeks ago, I attended the Toastmaster International Convention at Caesars Palace Hotel and Casino in Las Vegas, NV. The first thing I noticed as I entered the hotel was the massive amount of people – everywhere. They were checking in, walking around, eating, drinking, shopping, gambling — the works. Although I travel a lot, I’m still not accustomed to such large numbers of people. I was at first, therefore, inclined to expect LESS from the hotel’s customer-facing service people. In fact, the check-in clerk was less than interested in making me feel “special.” How could he when his line had as least 30 people in it! At every restaurant that I visited, I felt like I was being processed in assembly-line fashion – except for one.
One morning for breakfast at one of the hotel restaurants, I decided to sit at the counter instead of wait for a table. As soon as I seated myself, I was 
greeted with a warm smile by a waiter named Chris. He said, “Good morning. My name is Chris. How may I serve you today?” I was immediately impressed. I replied, “Hi, Chris. I need coffee!” Chris laughed and brought the coffee without hesitation. He even commented, “My girlfriend is the same way. She needs her coffee as soon as she wakes up.” Hmmmm, this was starting off very well. In the middle of my breakfast, however, Chris had to leave. I was sad, thinking my great experience was over. Fortunately, I was pleasantly surprised when his replacement, Alison, was equally friendly and attentive. Without me asking, she re-filled my coffee cup, brought me extra butter for my toast, and even gave me a to-go cup for my coffee. She didn’t bother me with small talk; she could see that I was working on something as I had a pile of papers with me. But I felt her careful attention to my needs. Before leaving, I asked her why she was so good at her job. She said, “I’ve been doing this a while. I enjoy helping people and simply treat them the way I would want to be treated.” Hmmm, could it really be that simple? She enjoyed serving people and it showed.
Strategies that Turn it Around:
To be a customer service superstar
- Have a true desire to “serve” people. You simply can’t fake such desire, at least, not for long. This desire to serve should also extend to your co-workers and not only to external, paying customers.
- Pay attention. If your customer has piles of work all over the table, she probably doesn’t want or need small talk. If your customer asks you about your day, take a moment to comment and ask about his. Remember: people want you to communicate with them in their style and immediate needs, not yours. The more you can pay attention to their style, the more you’ll be able to react appropriately.
- Have fun. If you enjoy your job and have a little fun, it will show and will be passed onto your customers. What a great way to pay it forward!
Remember: Little things mean big points to customers. Going the extra miles creates good feelings in your customers, which creates lasting memories that cause them to come back and to tell others about you. So why gamble with such a winning strategy!
What do YOU do to deliver superior service and not to take a gamble on your customers returning? I would love to read your suggestions in the comments section below.