Creating the customer condition

Last week I encountered a very interesting customer situation. It was early morning and I was getting some breakfast at a cafeteria-style place at work. The short order cook clearly was not in a good mood. He was making orders and serving them up with a “I could care less” attitude. I watched him for a few minutes until I requested my items. He simply asked, “What can I get you?”

I placed my order and took my breakfast items. It was a simple encounter and I honestly didn’t think anything of it at that moment.

I got my coffee (self serve) and went to the register to pay. Here, the lady working the register was energetic, excited, and pleasant. She was very excited that it was a Friday.

I smiled and greeted her, paid my bill, and wished her a great weekend.

As I sat and ate my breakfast, I started to reflect on what just happened. In a matter of just a few minutes, two customer service workers drove in me a condition of response. Their attitude toward their work, affected my attitude toward them.

I never addressed the cook politely or said please and thank you. Yet, I was super polite to the lady on the cash register. In both situations, they created my customer condition.

If you ever wonder about the experience your employees create for customers, this was a perfect example. It took me several minutes of reflection to actually notice what had happened to me in this encounter. Imagine my day, if the cook had been the last person in the process and I went to work then versus after the lady at the cash register.

Through their actions and attitude, your employees create a customer condition. Something to think about.

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