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 ~Ronnie Dunn

Last week I was spending some time with my three young children- ages, 4, 3, and almost 2.  We don’t watch a lot of television but when we do it has to be quality.  So naturally, we were watching Bob the Builder.

Most of these story-based children’s shows typically have a good message attached to them.  In this particular episode Digger, a backhoe machine, was asked to dig certain areas for the flower beds as part of a building project that Bob the Builder was overseeing.  The problem began when Digger was attempting to be something he was not. 

He kept wanting to be, what he felt, was a bigger part of the creative process.  He went with the designer on an errand and kept picking his brain, trying to learn more about creation and design.  Digger ended up wasting so much time that he never accomplished his tasks.  This made the project fall behind and naturally Bob became concerned.

Once Digger arrived at the work site and finally accomplished his task, it allowed the project to be completed:  a beautiful Art piece in the form of flower beds to compliment the newly built structure.  Turns out Digger was thinking the only way to be an artist was to be the designer or the creator, but what he learned was that he was already an artist in his heArt.  He was an excellent digger and that played a vital role in the final project.  Without Digger, the flower beds would not have been a wonderful addition to the finished project.

So I ask, “Where is Your heArt? What role do you play in the creation of an Uber Good Customer Experience.”

We all play a role.  Some might play a larger role than others, but it’s still a role and an important part of the final product.

What role are you playing in the heArt of Customer Service?

Here is the heA-R-T everyone should consider in their customer service:

A – Appreciate.  We all have special talents.  Not everyone can be the star quarterback.  The trainer that runs out onto the field to keep the player hydrated is just as important to the overall success of the game.  You have to approach your job and your customers with an appreciative heart.

Be grateful for your skill set.  Recognize that it’s an important part of the team’s success.  So appreciate your skills and your position.  If we were all quarterbacks, who would catch the ball?

R – Ready.  Being ready is an integral part of delivering an exceptional experience.  Recently I walked into a Mexican food restaurant at 4pm.  This is an off time for most establishments but it’s also a great way to learn where their readiness lies.  As I entered, all the employees were sitting at a long table.  All with food and drinks before them and faces down in their phones.  As one of the employees saw me they put one last large bite into their mouth and began to approach me.  Her mouth was so full she had to turn around and go back as she tried to finish chewing the food.  A second employee had to come to the door and greet me.

Being ready is so important, we only get one chance to make a good first impression.

T – Thankful.  Always be thankful.  Thank them for their time, thank them for their business, thank them for something.  The key is to be thankful even when no purchase has been made.  We are in the relationship business and an important part of that is being thankful.

I have personally gone into places where I enjoyed the experience.  I did not make any purchases but I still told people about it.  So we must keep in mind that by being thankful now we might be grateful later!

What important role do you play in your companies overall success?  I love to hear from you!

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