The waitress called me “Mr. Elliott” and “Sir” instead of “Robin”. In place if the usual plebeian, vulgar “you guys” we were referred to as “Mr. and Mrs. Elliott.” And she crumbed the table down and removed the cruet set and utensils before serving the dessert. How refreshing! Walt Disney said,
“Do what you do so well that they will want to see it again and bring their friends.”
Differentiate Yourself at Zero Cost
We tend to think that huge discounts or flamboyant packaging will add value and differentiate us from our competition, whereas small things that usually don’t cost anything can make a huge difference. The drivers of the shuttle service buses to and from the Long Term Parking at Vancouver International Airport used to be the most obnoxious, sullen swine I ever met, certainly not a reflection of what I consider the best airport in the world. Last week, Rika and I were very pleasantly surprised when we received cheerful greetings and sincere smiles from the new drivers, along with help with our bags. It costs nothing to train your employees and get rid of the scumbags, and the return on investment is most attractive.
Fabulous Examples!
WestJet crew members tell jokes, sing songs, smile, help, and obviously receive excellent training. They thank us for choosing WestJet; to me, there is no alternative, unless you want obese, unionized flight attendants who treat you like a smelly interruption. When I left my laptop on the plane recently, the WestJet flight attendant came running after me with it right into the Abbotsford terminal. Great attitude. A Thank You note in the mail, the Sears appliance salesman who shows up at my house the night before delivery, on his own time, to make sure all the pipes are properly prepared. Nelson Boswell said,
“Here is a simple but powerful rule - always give people more than what they expect to get.”
We went to movies last week. Every employee was friendly and said, “Enjoy the show, folks!”
Here’s the thing: when you give great service, you feel good about yourself, you attract more business, you sleep better, and leave your competition choking in the dust.
People notice the small things, the compliments, the helping hand, the kind gestures, the extra mile, the sincere smiles and eye contact, a little extra care. What goes around comes around. Macy’s motto is,
“Be everywhere, do everything, and never fail to astonish the customer.”
The world hasn’t changed that much.
