I was visiting up in beautiful Powell River this past week and pulled into the local Starbucks drive-through for my usual Americano. I had a lot on my mind and realized I had passed the order kiosk. No cars behind me so I backed up and a cheerful voice said, “Welcome back!” That quick quip changed my day. When I got to the window the young man continued with the cheerful conversation while taking my order.
It pointed out three things to me. First it showed the value of appropriate humour in a customer service role. I felt foolish having past the kiosk, and his comment made it alright. He added, “I know, you were focused on the wonderful Americano at the window.”
Secondly, I wondered if whoever had hired him recognized the importance of his ability to interact with customers. Also, did they know the value of having someone in the workplace who is cheerful and positive? Customers want to go to places where the employees are happy and people want to work there!
And lastly, humour and customer service are not taught. Yes, you can teach the do’s and don’ts but you either have it or you don’t. We all have encountered people who never should have been placed in a customer service role. This young man had it and I believe it was born-in.
Think of the places you like to deal and I’ll be it is because of the positive interaction with a touch of humour. Next trip I hope he is at the window!