Just the other day I went to Bagels n’ Grinds for a breakfast meeting to catch up with one of my clients. After ordering my bagel and egg sandwich, the young woman, asked, “Is there anything else I can get you?” She said this in a very genuine way, with a bright smile.
I decided to put my improv comedy hat on (I performed improv live on stage with ComedySportz for more than 10 years) and replied, “Yes please. I would like a winning lottery ticket.” Side note. This is something I do fairly often to gauge the level of “play” in retail locations with customer service professionals, especially of wait staff in restaurants. This lottery ticket request is an excellent litmus test of the person’s personality in terms of flexibility, willingness to engage in conversation, and sense of humor. This lottery ticket test has never failed.
She put her palm toward me, smiled, and said, “Wait a moment.” As she walked away, I honestly stopped paying attention to her. Instead, I waited patiently for my food order. A minute or so later, she came back and handed me my “winning lottery ticket,” again with a bright smile.
In my 10 years(ish) of responding with my tongue-in-cheek request for a winning lottery ticket, NO ONE has ever brought me something in response, let alone something as clever and as original.
She kindly took a picture with me. Now, when we see each other, there is an immediate, reciprocal and genuine smile.
What are your customer service team members doing to engage your prospects and customers, in authentic ways, that resonate with THEM?
ENGAGE YOUR STAKEHOLDERS
What is your culture of engagement?
Do your guiding principles foster good will or sound formal and distant?
Take a look at how you touch your employees, partners, prospects, and customers.
Photography Source: All pictures © Copyright 2018, The Chief Storyteller®, LLC. All Rights Reserved.