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Doing What Comes Naturally with Customer Service

Our Co-Owner & Media Relations Specialist Kari Logan shared a recent experience she had that reminds us all of the critical importance of providing exceptional customer service.

Once in a while, I run across over-the-top customer service. I have to say, it seems a bit more difficult to find these days, so when it happens it really makes an impression on me.

Last month, I was stopped in my tracks by Phyllis, an employee of the Best Western in Harbor Springs, Michigan, who greeted me at the front desk upon arrival. Phyllis is an overall kind and helpful person, but what really grabbed my attention was her presentation of the chocolate chip cookies. As she served them up, she smiled and said, “I’m ‘memaw’ so I know how to cook these just right so they stay soft throughout the day.”

Those words not only told me that Phyllis was proud to be a “memaw” or grandma, but it was important to her to take good care of her guests. I thought about Phyllis throughout the evening, and obviously I’m still thinking about her today.

Phyllis plays a show-stopping role at the front desk at the Best Western, and the wonderful thing is that it is so natural for her. She cares for her customers like she cares for family.

What comes naturally for you when it comes to customer service? I’m quite sentimental and it’s something that I simply can’t harness, so I don’t try. I love asking my clients about their families and finding commonalities that we have outside of the realm of business.

Most often, it’s the little things that make a big difference. A good friend of mine is from the South and his respectful southern demeanor and charm shines through his work as a seller of financial products. It’s just who he is, but it makes a strong impression on people who haven’t experienced it in the past.

Unleash your inner customer care and let your service shine!



Published on: May 18, 2012