The customer’s perception is your reality. ~Kate Zabriskie
We all know the importance of great customer service. Banks have customer relationship managers and large corporations have customer service representatives and books have been written about good customer service. There are over one million citations on Google about customer service. Customer service is a hot topic.
I live in a relatively new neighborhood and the retail shops in the shopping center are just beginning to open. We now have a grocery store, several restaurants, beauty salons, a MacDonald’s and a dry cleaning establishment. I have little dry cleaning and so I visit the cleaners about once every other month.
On my first visit to Cary Park Cleaners, I was impressed with the friendliness of the person at the counter. I was pleasantly surprised when I made my second visit, two month later, and she called me by name.
I read once that the most important word to a person is their name. This experience reinforces that notion.
There are less expensive dry cleaners, not as convenient although I could go to them. But I don’t. I go back to the place where she knew my name. The theme music to the TV show “Cheers” is playing in my brain.
Your customer doesn’t care how much you know until they know how much you care.~Damon Richards
The same is true with employees. Employees want to know how much the leader cares. Knowing their names shows that you care. If you aren’t gifted with the skill of a great memory, find techniques to help you remember names. Be genuine. Take time to learn about an employee. Ask, sincerely, about their life outside of work. Be the role model of engaging.