Tag Archives: generosity

  • -
customer experience connections

Customer Experience Connections and Moments

Tags : 

There are many labels for our current business climate. There is the connection economy, the digital economy, and my personal favorite is a label of, service economy. Regardless of the label, real customer experience connections and moments are more important now than ever.

When we think of connection, we often think of social media experiences. Connecting, friending, and following all wrap meaning around the social media experience. Those are really just faux connections though. Yes, they have some importance, but they aren’t the same as making a real connection.

Recently I was returning home after spending more than seven hours driving on the road. It was dark, cold, and I was hungry.

One of my favorite fixes for this is a carryout pizza. Just minutes away, I made the call to the pizza shop and arrived with precise timing.

Rush of Frustration

As I stepped out of my car, a pizza delivery person rushed around me from the side. He was talking to himself, mumbling something about kid’s behavior and their parents, and discipline. He must have just had a difficult delivery.

Although my day was long and hectic, I was tired, and I was hungry, I somehow felt this was going to be an interesting moment.

He rushed into the pizza shop, threw down his pizza bags, shed a coat, and stepped behind the cash register. I stood opposite him, waiting patiently.

He attempted to login and couldn’t get the code right, he was breathing heavy, and was obviously frustrated.

After a moment or two, he put both his hands out in front of him, palms down, and quickly swooshed his arms to both sides in a movement signifying calmness. He took a deep breath, looked up at me and said, “How are you doing sir?”

I said, “I’m OK, it’s OK.”

He said, “It’s been a crazy night, a crazy, crazy night.”

I said with a patient smile, “It’s all just moments. Just moments, it will be alright.”

His eyes shifted to the side in a moment of thought, then his shoulders dropped, he relaxed, he smiled, and we were, connected.

Customer Experience Connections

Sometimes when we say customer experience what we really mean is forming a connection. It is isn’t a like on Facebook, it isn’t a new follower on Twitter, and our network hasn’t just expanded on LinkedIn.

All of those things may cause a rush of dopamine in a technology-connected society. The purchase of a lottery ticket may do that too. The reality of outcomes sometimes makes us crave more.

A true connection is something different, a little more intense, and lasting.

Sometimes one of the best things to improve the customer experience is generosity. It doesn’t matter how your day is going, it matters more when you hold a door for someone, smile first, or make the moment more human.

These connections are valuable. More importantly, they are often repeated and shared.

– DEG

Dennis E. Gilbert is a business consultant, speaker (CSPTM), and corporate trainer that specializes in helping businesses and individuals accelerate their leadership, their team, and their success. He is a five-time author and some of his work includes, #CustServ The Customer Service Culture, and Forgotten Respect, Navigating A Multigenerational Workforce. Reach him through his website at Dennis-Gilbert.com or by calling +1 646.546.5553.

Dennis Gilbert on Google+


  • 4
generous customer service

What About Generous Customer Service?

Tags : 

The unwritten rule today may be to give as much value as possible. Give, and give, and give, until you feel like you can’t give anymore. Generosity, like beauty, may be in the eye of the beholder. What about generous customer service, do you deliver, who says?

Generous Customer Service

Of course, we have all already figured out that getting something for nothing is probably costing someone something. Most often today, something given as free when it is on the edge of a transaction is really the underlying hope for reciprocation. As both vendor and customer, we understand.

A free baseball cap isn’t really free, it comes with the assumed obligation that you will wear it or perhaps gift it forward. The same is true for the free t-shirt with a business logo, or the stickers, magnets, or wall calendar. Everyone seems to understand, or else they really don’t care.

In our attempt to give a lot, establish the return visit, and create loyalty are we hurting our customers? Is every touch point about giving?

Do You Want It?

It might be the 24-inch long cash register receipt for the purchase of a single item. The request to go online and fill out a survey or get a coupon for a product we may want to buy on our next visit.

Could it be the extra flyers, brochures, and the new catalog that comes in the brown box, did you pay shipping and handling charges? Is free shipping really free? Perhaps but most people recognize that somehow that is built into the cost. It is an attractive gesture though.

What about the club card, the interest free loan, or the buy ten and get your next one free on your next visit?

Is It Generosity?

Are all of these things of value to us, or do we really just want the best price with quality and value that meets our expectations? Do we get what we pay for?

Do you deliver generous customer service?

Says who?

– DEG

Dennis E. Gilbert is a business consultant, speaker (CSPTM), and corporate trainer that specializes in helping businesses and individuals accelerate their leadership, their team, and their success. He is a five-time author and some of his work includes, #CustServ The Customer Service Culture, and Forgotten Respect, Navigating A Multigenerational Workforce. Reach him through his website at Dennis-Gilbert.com or by calling +1 646.546.5553.

Dennis Gilbert on Google+


  • -
customer service better appreciative strategies

3 Reasons to Make Customer Service Better

Tags : 

Everyone is a critic. People are often critical about customer service when they are expecting to receive. What if everyone worked to make customer service better?

One of my professional speaking colleagues has a slogan, “Because we can!” Jeffrey Hayzlett, is a professional speaking rock star and I love his slogan.

While I believe the intent of Jeffrey’s slogan to be motivational and inspirational from the aspect of hard work, determination, and relentless pursuit, it might be applicable in other ways too.

Make Customer Service Better

Should our personal and professional interactions with other people have more customer service flair? Can we make customer service better? Sometimes I think so and other times I know so.

Here are three great reasons why we should:

  1. Fair. Sometimes it just seems like life isn’t fair. If we can help balance the scale, right the wrongs and turn things around why shouldn’t we? An even better question might be, why wouldn’t we? If there is a shortcoming, make it better. Make it fair.
  2. Generosity. Certainly the bottom line is important and any business transaction should be two-way, not just one. Can your offer be more generous? Will generosity cause more reciprocation? In a world that would benefit from improved customer service, I think being more generous is part of the process.
  3. Respect. It seems that recently there is a lot of chatter about respect. Respect across the generations, respect in political circles, and certainly respect to our customers. Time, value, and money they are all important and let’s not forget that we should deliver with the utmost respect.

Because We Can

In business, we often size up the competition to see what they are doing. We consider their offers, value, and price. Competition might drive us to do things because we feel that we have to.

What if we did it for a different reason? Imagine if we changed the philosophy.

Should we make customer service better?

I think yes, because we can!

– DEG

Dennis E. Gilbert is a business consultant, speaker (CSPTM), and corporate trainer that specializes in helping businesses and individuals accelerate their leadership, their team, and their success. He is a four-time author and some of his work includes, Forgotten Respect, Navigating A Multigenerational Workforce and Pivot and Accelerate, The Next Move Is Yours! Reach him through his website at Dennis-Gilbert.com or by calling +1 646.546.5553.

Dennis Gilbert on Google+


Search This Website

Subscribe to Blog via Email

Enter your email address to subscribe to this blog and receive notifications of new posts by email.

Blog (Filter) Categories

Follow me on Twitter

Assessment Services and Tools

Strategic, Competency, or Needs Assessments, DiSC Assessments, 360 Feedback, and more. Learn more