Deep inside my sleep-induced stupor I heard a faint “ding” every once and awhile, then the murmur of a man. A slight heave left or right and the clang of metal finally woke me. Then the ding came again.
This time I opened my eyes. Nothing was unusual, just a few people walking down the aisle of the Amtrak train I was on during a recent trip to Boston. As they headed for the exit doors the conductor came over the loud speaker and thanked the “customers”, NOT riders, for joining him on the trip today.
The usual canned banter from most employees when tasked with making announcements was replaced with a friendly, comforting and surprisingly welcoming change from what I’ve been accustomed to hearing.
He informed us of the name of the stop along with the one coming up next followed by the weather. He ended with a most unusual phrase; “Have a sparkling day”!
I thought I was still sleeping. Did I hear right? Have a sparkling day? No, that can’t be right…
As we barreled down the tracks towards the next stop I closed my eyes again to rest but this time I was paying attention. Paying attention to that happens at the next stop.
Again, I heard “have a sparkling day”. Wow, that’s different.
By now, a few of my fellow passengers, who apparently have been listening to the same phrase during the trip, starting to talk about this unique farewell as they exited the car with a smile.
Just think; a basic train ride, transformed into a conversation starter by a few well placed and unique words.What do you do differently to make your service unique? Click To Tweet
Don’t fret over following the newest fad or insist on trying the hip way of doing this or that. That will only add you to the list of copy cats all searching for ways to be different.
Throw out the canned responses you’ve trained into your employees. Remove the barriers to common sense and prohibitions to service.
Spend your time wisely doing what really matters, finding ways to personalize your service and create a memorable experience for the people that matter. You’ve always been great at this. Get back to doing what you do best – taking care of your customers like they’re family. Click To Tweet
What do you do to add “sparkle” to you customer’s day?