The basics of customer service should always be a focus in any training you have with your employees, but how can your employees get to the next level of customer service? What makes great customer service experiences? Sometimes the best way your employees can do that is to simply sprinkle in their own personality with your customer service guidelines.
One of the biggest mistakes an employee can make when trying to provide good customer service is focusing too much on the guidelines and not letting their personality shine through. Yes, it is important for the guidelines to be followed so that your brand standards are kept intact, but you also don’t want a bunch of robots running around, serving your customers. Encourage your employees to incorporate their own flavor into their interactions and watch them thrive.
Your guests will remember it – as an example from my own personal experience, a certain brunch experience always sticks out in my mind. After my first 10k race, a group of friends and I decided to celebrate over brunch. Still in our running gear, our server Nate (I will always remember his name), noticed and asked how the race was, if it was our first, etc… Throughout the meal we had short conversations and I learned that Nate was also a runner but couldn’t do the 10k because he had pulled a hamstring. If he had not opened up the conversation to a topic outside of brunch and the restaurant menu, I do not believe I would have remembered that particular dining experience. We related on a somewhat personal note, without getting too personal, and it made me feel even more proud of my accomplishment and like he could relate to it. Now, every time I do a race, I end up at the same brunch spot and occasionally run into Nate. Bottom line is that I didn’t feel like just another ticket – it was a personal experience.
While it’s important to have guidelines for your employees to follow, it’s always important that they feel comfortable speaking to your customers in a way that helps them relate. Being able to connect on another level is a great way to have your customers remember their experience and want to continue coming back – that’s what makes a great customer service experience successful.