Three steps to make your customers feel recognized, appreciated and welcome
What a conversation! A British gentleman working in global logistics, his American entertainer wife who recently became a mother, an Australian event coordinator and me. Four different cultures - and different points of view.
We talked about the service we received at retail stores, banks, restaurants, hotels and airlines around the world. We each had very different opinions about what constitutes "good service."
The logistics guy likes fast and efficient; pleasantries are incidental. The entertainer wants time to browse before she is approached, and feels "hurried" if someone comes too close, too soon. The Australian feels just the opposite. She wants attention right away or she walks right out the door.