Have you ever not realized how great something was until after you should have? A friend who is more “there for you” than you ever realized. A car that isn’t quite as finicky as you thought. Or a colleague who maybe isn’t so bad after all.
We’ve all been there, and I had my “a-ha” moment recently regarding an exceptional customer experience I have on a daily basis.
Outstanding experiences don’t always stand out.
I live in a nice apartment complex, not extravagant by any means, but nice. I go to the gym, chat with the concierge, and go about my daily life without ever realizing what an incredible customer experience my complex provides. That is, until my walk to work today.
It took me a long time to realize what they do because it’s subtle. They don’t theatrically go out of their way to provide a great experience, nor are they the types for grand gestures. They simply provide consistent, phenomenal customer experiences without ever appearing to be aware of it.
The apartment complex hires people for whom courtesy and being helpful isn’t a job, it’s a trait. When they’re helping me it doesn’t feel like they’re working, it feels like they’re just being Alex (or whoever is on duty).
Great customer experience, especially the type you experience daily, is a light touch rather than a heavy push.
Great #CustomerExperience … is a light touch rather than a heavy push.
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At my complex, they smile, ask me about my dogs, talk about what’s going on with them, and make sure I’m happy without ever seeming too distant, or invasively interested. They bring up my packages if they know I’m home without making it seem like a big deal, and if I’m in a hurry they smile and wave like they know that already.
It’s very low contact, but it’s consistent, and it’s comforting, and I had no idea until I was walking to work this morning what a difference it makes in my daily life.
Is your brand starving for attention?
We’ve all had that pet (my dog is the worst offender I’ve ever met) who sits on our feet rather than curling up next to us. Though well intentioned, it can be cumbersome, and only acceptable because pets are the best.
Take the time to recognize great customer experiences that are beautifully subtle. A light breeze might not be a huge weather event, but walking to work smelling the flowers from a street over is a good way to start the morning.