Meals, Feels And Wheels-Thought For The Customer Service Professionals Day

I was thinking this morning about how much I like my cereal.

This cereal has nice sound when it is poured into the bowl. Inviting, crisp and clean. Little round brightly colored circles of joy all jumbled together. Not only are the colors are pleasing to the eye and they stand out against the white background of my bowl, making the cereal seem to smile at me. As I am splashing milk over the top I feel good about the start to my day.

I have other cereals in my cabinet to choose from. They all have the same basic ingredients. Each of them is made from grain, or nuts in some cases, flakes of corn, wheat or rice. They all have nutritional value and taste great with milk.

There is just something about my favorite though. My cereal makes me feel good, warm, secure in my day, happy with my choice of cereal. And because it makes me feel that way I know that tomorrow I will be starting my day off with that same cereal.

Your Customer Service should feel that way to your Customers.

Think about it. Do you have a favorite meal? When you sit down to enjoy it, does the meal invoke memories? Are all of your senses alive and happy with the thought of having that first fork or spoonful pass across your lips and the aroma waft through your nostrils, right to the area of your brain that stores all of your memories and emotions?

Your Customers are the feeling the same way about your service when they come back in to see you.

Warm, inviting, friendly and secure in the knowledge that the service they receive will match the last great experience you gave them. All of the same triggers that are associated with a favorite meal, with favorite people are in play. If you are having trouble connecting this concept, think of it this way.

We all remember a favorite meal. Close your eyes, smell the cooking and feel how that memory is right upfront in your mind, in fact you can taste and smell that dish right now. As I am writing this I am thinking about fried chicken and mashed potatoes. I am thinking about how it tastes, why I like it so much and when I eat it, all of the memories associated with the making of that meal and sharing it with family and friends. Mmm,mmm,mmm it is my favorite meal. And I can smell and taste it right now.

Good Customer Service feels the same way. It evokes strong memories and emotions. I heard it explained like this once. “People always remember a good meal, their first kiss and their favorite car and how those things make them feel. If you can make them feel that way in Customer Service, you’ll have Customers for life.”

So, Customer Service Professional, as you are having your cereal and thinking about your first kiss and favorite car, try to take that into your day and see what happens. Try to keep that though for your entire day and pass it on to all that you have contact with today.

Because everybody loves a good meal, a little kiss and ride around in their favorite car.

Leonard Buchholz leads seminars in Customer Service, Attitude and Skills and Management. He also provides coaching and consulting in Customer Service.