Recently my husband and I were able to get away for a week in Mexico!  While we enjoyed the sun and relaxation, my business brain is always running.  We happen to vacation at the same spot yearly since we are creatures of habit and each year for the past 5+ years, the same lady works the towel stand at our favorite pool spot.  I’ve always enjoyed her energy and her delightful approach to her job.  She doesn’t just take down our room number and hand us our towels.  She smiles brightly, takes our information, looks us right in the eyes and says “Thank you, my friend.”  I know it’s a simple gesture but it’s always made me feel special and I remembered that kindness and extra step she took each year.  It made her and the whole resort stand out in a positive way.  

It was funny because I mentioned how neat it was that she calls us friends and thought maybe she remembered us from years past.  My husband laughed and said I bet she says that to everyone.  The next time I was behind some people in line I made sure to pay attention and sure enough, she said the same thing to those people.  And although I felt a little silly for feeling special in thinking we got this special phrase, isn’t the goal of any great customer service to make each client/patient feel special?  We all yearn to feel seen and important and understood and what if each person in our organizations and businesses did something a little extra special to connect with their customers?  This could really move the business forward and create more brand loyalty.  

I believe every interaction a business has with client or patient matters!  One negative feeling created from a poorly executed process or an off putting conversation can cause a client to choose a different business in the future.  Thinking about this from a business owner perspective, does your team have the right personality to shine in this way with your customers?  Do they have the support they need to take the time necessary to make each person feel special?  Are there processes that can be outsourced to allow for more face to face rapport building moments between people on your team and your customers?  At the end of the day, how do you want your clients and patients to feel when they leave your office?  When you value this positive interaction, it shines through in the culture of your organization and how employees feel about the work they do and how customers feel after interacting with your team!