In downtown Boston there are rumors of a mythical Dunkin' Donuts that has your order ready before you ask for it. Servers remember your name your order. I’ve heard it too many times – it has to be true!
If so, this is exemplary customer service. Remembering names, especially from a giant corporation, is an easy way to create a personal relationship with your customers because names are so…well…personal.
It’s also a good example of a simple act that can have a lasting impression. More commonly – as Maya Angelou is often attributed as saying – “At the end of the day, people won’t remember what you did or said, they will remember how you made them feel.”
This could not have been illustrated any clearer when a staff member shared the following story during a customer service workshop at the Boston Public Library.
A gentleman came into the library and asked for information on how to build a ham radio. He seemed unfocused and distracted. She helped him and he went on his way. Every week he came back asking for the same information. Most staff got tired of answering the same questions and began to avoid him when they saw him coming, but one librarian worked with him every time.
A few months after his last visit he approached the librarian who had been most attentive to him. He thanked her and said during that period of his life he had been on medication that effected his memory. “In fact, the only thing I remember is… every time I came to this library I was helped.”
He didn’t remember what they said, he remembered how they made him feel.
Often, these simple behaviors – calling someone by name, or simply serving a customer as you should – have an enormous impact.
It’s a great way to start your day.