How do you make them feel?
by John A. Wojtecki
February 01, 2020
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I am reminded that there are customer service examples everywhere and every day. We like to feature excellent examples in order that we may contribute positivity into our daily work lives. We tend to hear about the negative examples of customer service. We take a different approach in this column and discuss making people feel good.

In this week’s article, we would like to discuss two positive examples. In our first example, our own Musser Public Library offers an opportunity to learn about a small but important customer service feature.

I signed up for the ukulele class offered on Tuesday afternoons at the library. There is a baritone ukulele sitting in the corner of my office that was collecting dust. I decided to put it to use.

In a most quiet and positive approach, ukuleles are available for those who do not have one lying around in a corner of their study like me. Having one available for the student is seamless for the student. No need to buy – just an opportunity to use the equipment offered if one is reluctant and wishes to give learning the ukulele a try.

In the first class, we had about seven individuals attend the class. In the second class, there were over eleven folks attending. Several attendees were young, and several, like me, were young at heart.

During our winter months, when one may become a recluse at home, our library offers drum classes, tai-chi, and one class on building a terrarium. I am positive that all one needs to do is show up.

Offering a set of drums, a ukulele, or a terrarium may appear to be a small feature. It is not. The library staff needs to be recognized for serving their “learning” customers. Through the class, everyone leaves having made music and having learned something. We leave feeling good.

In the second customer service example, Chris Matyszczyk recently wrote an article about flying on two airlines that have been mentioned in previous articles. A quote from the article says, “Being an excellent customer service professional, however, means making personal contact count and making it feel spontaneous.”

Chris talked about the Delta Airlines pilot making an announcement on the flight and having a flight attendant stand for recognition. She was with the airline for 50 years, and it was appropriate to be recognized. Fifty years with one airline is no small accomplishment. Personal – didn’t cost anything yet the individual will remember the recognition. Reminds me of something I recently used in a workshop on customer service.

Maya Angelou says it so well. “I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.” There are posters of the quote. Have you made it personal? Make someone feel wonderful and important today. Perhaps we won’t change the world – but we can change our little corner of it.

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