Please and thank you

Please and thank you

Ever have the feeling that good, basic manners are a thing of the past?

Have you noticed that you are genuinely surprised today when a salesperson, cashier, or waiter says “please”, “thank you”? Or simply smiles and makes eye contact with their greeting?

Pleasing our customer should never be easier than it is today – the bar has been set appropriately low, but culturally we still struggle to create experiences that are delightful, enjoyable, or pleasant.

Instead, our customer walks away using words like disagreeable, offensive, or unacceptable to describe the interaction, feeling, or service that they received.?

Three simple keys to improving your service delivery:

• Set Focus – the customer in front of you is the most important. Not the customer in the parking, not your cellphone, not last night’s game.
• Define Standards – what is your expectation, your measurement, and how do you keep score? It’s hard to meet expectations that aren’t clear and understood.?
• Have Fun – if you create a fun environment, it’s contagious. For both your team – and your customers.

Your coach’s insight…simply put.

Rory??

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