I was thinking a moment ago that customer service was a bit like fireworks. They’re both situations driven by expectation.
You know from past experience what you are going to get, but you still go into it reserving a little bit of hope that you are going to see or experience something different, something that will surprise you, make you go ‘Wow, I didn’t expect that’. It doesn’t have to be a big thing. It might simply be a ‘How dreadful for you, let’s see what we can do to sort it out’ or something more than just Catherine wheels and sparklers.
What strikes me is that more often than not it doesn’t actually take very much for me to go ‘Wow, I didn’t expect that’. And yet more often than not, I walk away going ‘Ho hum, that’s what I expected’.
Perhaps companies try too hard to deliver the grand gestures, rather than focussing on the small, almost incidental moments. But theses small gestures (see David Armano ‘Micro Interactions‘, slide 28) are usually the ones that we remember the most. What small gesture can you make today, that might make a difference to someone?
AudioBoo: Customer service is like fireworks