2020 has been a rough year for everyone. COVID-19 has thrown the world into disarray, and it will likely be awhile before everything returns to normal.
Regardless, customers and consumers still expect businesses to be on point with regards to the customer experience. With many services being disrupted, a guarantee on consistency will go a long way in ensuring brand loyalty.
As such, businesses should ensure that staff are well equipped and supported to help deal with any problems that customers might encounter. Giving employees the freedom to address issues without being bogged down by stifling company bureaucracy can go a long way in ensuring your company a place in consumers’ hearts.
Here are a few examples of employees who have gone above and beyond to improve the customer experience and make someone’s day.
The Dancing Trader Joe’s Employee
Children can be unpredictable and temperamental. Any mother would know that a child can be a bundle of joy at one moment, and incredibly cranky the next. When a toddler started having a meltdown in the checkout line, Trader Joe’s employees jumped in to make the boy smile. They started singing and dancing together, while still checking out and bagging groceries. The video has since gone viral, and has since served as an example of exemplary initiative.
Denny’s Wait Staff Dedicated to Assisting Disabled Regular
In 2019, a simple but heart-warming act was captured on camera. A Denny’s employee in Las Vegas was photographed feeding a disabled customer. Said customer was a regular at the restaurant, but suffered from cerebral palsy, thus impairing his motor functions. Servers at the restaurant had build a relationship with the man and would regularly be found taking turns to cut up his food and feed him, as well as checking in on him from time to time. Many online have made note of the wait staff’s compassion and willingness to go a step beyond.
Spirit Airlines Rock, Paper, Scissors Battle
Travelling can be both stressful and incredibly boring. As such, even the smallest of acts can make things feel better. In 2019, a couple awaiting take-off on a Spirit Airlines plane at Atlantic City Airport, New Jersey, received such a gesture. As the couple attempted to stave off the boredom of waiting, they caught sight of an employee on the tarmac through their window. They then began to play a game of rock, paper, scissors through the window to pass the time. The happy video has been viewed more than two million times on Instagram.
At its core, building a great customer experience is all about building real relationships. These simple but inspirational stories show the positive power of an excellent customer experience to brighten customers’ days and create loyal, long-term relationships.