Customer experience is sometimes defined by knowing your customers name.   I’ve always thought that was rather an entry level marker on service.  What makes service stand out is when anticipation of customers needs is executed- it can really bring a smile to persons face.

You can tell a lot about a company, by their employees, and if they are on the same page as far as engaging with the public, customers, vendors, co-workers.  We work with a coaching client who is very service oriented…she is about creating an experience and responding to ‘customer needs’.    When we meet with her at her office there is a wonderful employee we connect with each visit.  She consistently has a warm demeanor, and a smile that is welcoming.  My partner likes to tease her a bit, and she engages in the dialogue.  A few weeks ago we were scheduled to arrive – and she stood to meet us, with a smile and a twinkle in her eye, and was holding a cup of coffee with three low calorie sweeteners.  Her anticipation skills went far above the norm, she went above her usual warmth of offering a cup of coffee – she anticipated with a smile and didn’t forget the three low cal sweeteners.  She made an impression.  The company image and customer focus was reinforced by her actions.

Just when you think she hits anticipating out of the ball park…on our next visit, she anticipates and plans.  She was scheduled out of the office, but had shared with her co-worker to meet Mike with a coffee with sweetener…seriously they were starting to have as much fun as we did.

Julie and Brenda knew service was more than picking up the phone by two rings, knowing the clients name, or asking if they can take your coat…these two brought warmth, sincerity, anticipated responsiveness - all with a smile and a spark of humor.

What a role model they both are.