I was chatting to a barista last week in the Virgin lounge who was multi-tasking beyond belief. He had a customer barking orders at him, whilst steaming milk, and giving direction to a fellow colleague. I asked him how does he remember all the orders that had just been given to him?
His response was gold; “If you order a latte, flat white or cappuccino, guess what – they are all the same. The slight difference is what sort of cup they are served in and a cappuccino has chocolate sprinkles on top.”
I loved his honesty and the simplicity of how he had articulated a skill that from the outset looked like mastery!
For all our differences and nuances as humans, we all have much in common. Like our coffee preferences, the core ingredients are the same; we just drink from a different cup!
Physiologically speaking another thing we all have in common, is that our brains are wired to connect.
Experts of Human Relationships, such as Dr Daniel Goleman, bring this emerging science to life in his most recent book; Social Intelligence.
He says; “Neuroscience has discovered that our brain’s very design makes it sociable, inexorably drawn into an intimate brain-to-brain linkup whenever we engage with another person”.
In the context of workplaces and engaging with staff and customers, I think this emerging science is extremely relevant to the service sector if you want to stand out from the competition and strengthen relationships in business.
At times people do not display ‘care factor’ or common sense when it comes to interacting with customers. How human of them, we all have off days. However, as forgiving as we are with those that are not connecting with the customers on an emotional level, these transactional staff are damaging your business every day in a customer empowered world.
Have you got the human element of your customer experiences covered?
80% of businesses believe they provide “superior” customer service. But only 8% of customers say they’re getting it!
Jaquie Scammell
‘Why serve when you can inspire’