Do you build into your business process a way to stay human and personal? Can you say hello, on a first name basis every time you engage with a client?

When I pick up my dry cleaning, I am always surprised that the owner remembers my name. I don’t come in that often, and she must have hundreds of clients dropping off shirts for laundering.  I never paid much attention to it, but it always made me feel good to come into her shop.

Yesterday I noticed that she always says hello Jeff when I hand her my ticket.

My name is printed in extra-large letters right in front of her so she can easily greet everyone by name. It very simple but someone had to think of this idea in advance. They had to program a point of sale computer to print one large bigger. Someone was intentional.

Someone was intentional.

Humanizing Customer Service

Does your business build into your process, a way to stay personal with their clients? Do you quickly know if today is their birthday or whether they prefer Jeff to Jeffrey? If the information is in your CRM (customer relationship management tool), is it readily available anywhere and someone can update news shared in a conversation so that everyone knows details about her that she recently shared. (a child’s birthday, an award she won or a recent article about her in a magazine).

How can you make your customer feel welcomed each and every time they call, walk-in your shop or visit your website. Can you do it, so no one is creeped out — but it feels authentic and genuine?

Can you build into your brand, your company, and your business a mindset that acknowledges people not customers?

Don’t tell me you can’t scale this – that’s an excuse for not being intentional and deliberate. Maybe it’s time to take your customer services process to the cleaners and make it more human.

_______________

Could you use a fresh perspective to help clean up and personalize how you engage with customers? Contact me.

Photo: Jeffrey Slater, but you can call me Jeff