I’ve been traveling a lot recently and have been experiencing a plethora of customer service people. To this day, I’m still amazed by the wonderful feeling of being greeted immediately with a smile. A welcoming smile makes me feel great and sets a positive expectation for my entire experience. Unfortunately, not a lot of customer service people realize—and don’t care—about this positive impact.
Real World Story: I boarded a United flight and expected to get a friendly hello from the flight attendant. Instead, I got a blank stare and silence.
After a long day of work and travel, I checked into a Doubletree hotel, expecting a welcoming smile and positive comment like “It’s great to have you with us tonight.” Instead, I got a woman who, while 
chewing something in her mouth, “processed” me efficiently, barely made eye contact, and never smiled. I certainly didn’t feel like it mattered to her whether I was a customer or a piece of furniture. What a bummer way to end my day.
At a small coffee shop in San Francisco, I walked in excited to be in this cute establishment. The lady taking the orders blankly stared at me. I immediately felt disappointed. I tried to make small talk with her, but, apparently, it just wasn’t her day! So sad. What could have been a wonderful, memorable experience became an ugly, unforgettable one.
I was eating dinner at a hotel restaurant and wanted more water. My waiter was nowhere to be found, so I approached the bar with my water glass. My waiter, standing about three feet in front of me, was describing beers to another customer. He went on and on and on, never acknowledging me. He leaves to get the beer and then turns to another woman to ask what she wants to drink. Sensing my frustration, he finally turns to me and asks, “Did you need something?” I said, “I just want some water.” With a straight face he replied, “I’ll need to see some ID and get approval from Jerry Brown.” I guess this was a joke. I wasn’t laughing. By this time, the waiter finally came with a pitcher of water. What a HORRIBLE experience. I will NOT return.
Conversely, seconds after walking into a small mom and pop breakfast café, an employee briskly walks toward me with a huge smile on his face saying, “Welcome! Let me find you a great table.” Interestingly, the waiter was just as chipper, and both of them made me feel happy, like I was an important part of their business. I can hardly wait to return!
Strategies that Turn it Around:
- Acknowledge customers immediately. Within seconds of entering your establishment, customers need to be greeted warmly—with a smile, a head nod, and eye contact.
- Switch off the bad attitude. We all have “off days.” But never bring a bad attitude with you to work when you are expected to deliver exceptional service. Fake it if you have to.
- Mentally prepare. Before starting your shift, don’t listen to the news or read a newspaper. Terrorist attacks, gun shootings, murder, kidnappings, deadly weather—such news reports will bring you down and put you in a bad mood. Instead, listen to music you like or meditate for 10 minutes. This will cheer you up and set your mind on the right track to delivering an exceptional experience to your customers.
- Deliver an experience. Change your focus from delivering everyday service to creating exceptional customer experiences. Anyone can deliver service, but only true professionals can deliver an experience that customers will talk about to everyone they know and will remember for a long time.
Remember: First impressions are lasting impressions. Every employee has the opportunity to make a positive first impression, so be careful of making a negative one. Slap a smile on your face and go for it. You never know who you might meet or impress.
What do YOU do to make a positive first impression? Please share your story in the comments section below.