Larger companies spend an incredible amount of time and money on training for their frontline employees, in an attempt to standardize the customer service experience and maintain a consistent level of quality when it comes to customer interactions.
But sometimes the simplest, unexpected gesture seals the deal.
I went to a new dry cleaner the other day - it's owned by a family who's been running the business for quite a few years. The owner did the usual dry cleaner stuff - took down my name and number, told me when the stuff would be ready, etc. When he realized I wasn't in his computer system (since I'd never been there before) he did something suprising.
He shook my hand and introduced himself by name, and thanked me for coming in. He was sincere.
Now you tell me - how am I supposed to take my drycleaning anywhere else? That single, memorable, unexpected gesture gave him a chance to get all of my drycleaning business.
Don't you wish you could teach your customer facing employees how to do the unexpected?
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