Every Note Matters, Ep. 2

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Ep. 2 | Top 3 Actions for Better Customer Service Experiences

Welcome to a solo Episode 2 on the Every Note Matters Podcast. In this episode, I share a few experiences of mine that tell a bigger story of 3 customer service tips you and your team can initiate now for better employee engagement and customer service experiences.

Show Notes

Ignite the employee experience.
Learn a few lessons and insights on how to engage employees and why it’s important.

First I begin with a story about my hat that reads “Gabriel’s Air Care.” I met Gabriel 9 months ago and have since had him working on projects. He’s the one bringing bottles of water to YOU because he knows already your A/C is broken and you’ve called him out to help. He goes over and above and he’s my go-to guy for everything. I can even ask him if he knows of someone if I’m looking for help. Here’s how to create outstanding customer service experiences, and improve employees engagement. You can implement these actions today.

1: OWN the experience. Commit to it.

Recently I was at PGA National. I missed my first flight–a 5:45am flight, one of those situations where I couldn’t check my bag in. I knew it was going to be a long, painful day. I was reassured I’d make my transfers, though I would still be getting in late.

When I arrived, the bellman was the first person who greeted me.  I needed to get to an ATM machine; when I asked, someone said there was an ATM on-property, but it was actually quite far away, a few blocks distance.  When I told that to the valet, he said, “You know what, I can take you.” He owned that situation.

We got to know each other on the ride and every time we saw each other from that day forward, I knew I’d get a smile, and he’d be a great host. He was the ambassador to that property because he knew he’d be the first person most people would see before anything else on the property. So he committed to creating smooth, welcoming customer service experiences.

There are times when maybe the service isn’t so great.

That can fall into another category:

2: OPPORTUNITY. Opportunities can get captured or they get missed.

Another customer service tip for employers is to maximize opportunities because they either get captured or they get missed. For example, when a buddy and I went to a restaurant, the manager told us they were full. Instead of owning it, it became “our” mistake and it couldn’t be fixed.

I go into a few tips and a make-believe scenario on how to shift the situation and own it, and create opportunity instead of miss it. It can be so easy, and it becomes valuable. I call it changing the paradigm.

3: AUTHENTIC. Be authentic. Be real. Show someone you’re present in the moment.

It’s what I believe is the most important part of making that customer service experience,  no matter if it’s a good scenario or it may be a challenging  one when not every component is working that day. You and your employees have the opportunity every day to own it, create opportunity, and be authentic through it all.

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Missed Episode 1? Watch it here.

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