It’s often said that we don’t “do” Customer Service in this country. In response, I’d say that it’s not rocket science: it starts with a smile, a warm glow, a sense of being valued…and an increased propensity to buy, return, and/or recommend. If you want your Team members to be engaged, and productive, then, you too must be prepared to smile, as you exhort them, “Smile, dammit, smile!”
A brief moment in time today captured everything that is subtle, and, elusive, when it comes to designing and delivering the Customer Experience. Starbucks CEO Howard Schultz sums up that subtle and elusive difference, quoting Antoine de Saint-Exupery in The Little Prince:
“It is only with the heart that one can see rightly.
What is essential is invisible to the eye.”