Making People Feel Valued

Early afternoon of a lovely weekend, I was having lunch at a Japanese fast food in one of the malls near my residence. Upon entering the restaurant, I was greeted by the staff and I have been seated at a comfy table near the window (which I actually liked). No more than an estimate of twenty seconds, I was handed the menu and also had a small talk with the server who was assigned to my table. Before I was served my favorite pork katsudon and steamed gyoza, the staff has gone back to my area to offer me some complimentary appetizers which I politely declined since I was anticipating a savory meal for that day *chuckles quietly*.

To some, these might mean nothing but having been able to work as a part-time service crew when I was in college, what the server did was an impeccable act of going above and beyond customer experience, showing how customers are truly valued. Organizations usually miss out on the fact that small gestures such as this will go a long way in strengthening customer relationships, more than just offering short-term incentives such as credits or discounts. Being mindful that customers come in different shapes while making them feel valued is always a game-changer.

As definition of value varies from one individual to another, making one feel valued might seem like rocket science but if you focus on what matters most to people you interact with, one is off to a wonderful start in delivering great experience.

Let us tread on the topic then--how will you know if you are on the right track in understanding what matters to an individual? A broad topic but let us narrow it down to few items that will help all of us appreciate this matter better **insert smiley face**.

WATCH OUT FOR VERBAL CUES. Most people are able to verbalize, whether direct or indirect, what they want so this is something that's an easy one to look out for. Be on the look out for statements like, "I appreciate it when staff members take a mark on what I usually order" or "It truly makes me more comfortable to open up to you during our coaching sessions when you ask me how I am doing". These things are what you should leverage well in improving experiences and interactions with your customers. I remember this one time that I was feeling a little under the weather and had to grab my daily caffeine fix from one of my favorite coffee shops in the city. The barista has greeted me with so much gusto upon entering the shop and asked me if I will go for my usual--mind you, this visit has been like three weeks ago from my last purchase in the store. I was surprised that I was speechless for a couple of seconds and recovered by confirming that I will go for my usual. See, remembering that information about my usual purchase has not only made that visit a pleasant one but it has also helped me feel better throughout the day, knowing that I was a valued customer.

BE MINDFUL OF REACTIONS OR FACIAL EXPRESSIONS. When someone either smiles or frowns, that is a dead giveaway on how you are doing when it comes to your people interactions. Being mindful of these clues is a huge leverage on how you can deliver a great experience or even recover when things start to head downhill. There was one time when I was conducting my usual coaching session with one of my direct reports and I was in my usual business review mode (forgot it was a coaching session, yes) then I started to notice that my employee was not engaged in our conversation which prompted for me to ask him, "How are you doing, by the way?". From there, our conversation became so engaging that I did not have any challenges in coming up with an action plan for his month-to-date performance outputs. More than this, my direct report has expressed his appreciation of that simple question that has led for him to open up on how things are going with him.

"You are valuable because you exist. Not because of what you do or what you have done, but simply because you are." -?Max Lucado

NEVER HURTS TO STUDY PEOPLE PROFILES. With the capability to take note of the quick wins in providing valuable experiences to people, it is also helpful to study their profiles. Does an individual usually have their laptops when they drop by in your café? Does a person buy a cup of coffee during a specific time of the day? Though being mindful of the borderline definition of stereotyping people is something you have to be mindful as well, being observant of how individuals usually behave when they interact with you is a good way to provide a better interaction than the last.

What was your best experience so far when it comes to value delivery, whether at the work place or at your usual favorite hangout place on the weekend? Always remember that delivering a memorable interaction is something that all of us look forward to so make sure that when you are in the other end, aim to deliver value for you to also get it at one point.

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Paul Michael, referred to as "PM" by his team and colleagues, is a seasoned operations executive for nineteen years bringing diverse experience and expertise in leading teams at the workplace. He is enamored with sharing his insights and experience about everything related to one's mental health and overall wellbeing.