There is a lot that big business can learn from Lucky, a Dominican mother of 3 who works as a cashier at my office cafeteria. Here are 5 Lucky lessons that major companies should learn and employ to successfully engage their customers:
1. Warm Greeting: Lucky always says hello to me with a warm greeting that includes my first name. Even if I wear an ID card (which is often obscured) there are thousands of workers in the building, so this is no small feat.
2. Create an emotional connection: Lucky remembers things about me that she brings up in the 45 seconds it takes to ring me out. For example, last week Lucky noticed and congratulated me that I was losing weight, commenting it was all the salads I was eating.
3. Solve the problem/inquiry: This is key in customer service and the minimum expected for a successful transaction. Lucky always handles the transaction efficiently, asking clarifying questions to ensure she calculates the correct amount.
4. Provide Options: Once in a while, Lucky will make menu suggestions based on what she knows I like, or points me to an online menu to track when the specials I like will be served (Indian & Mediterranean food).
5. Wow your Customer: A few months ago, the credit card machines went out in the cafeteria and I had no cash on me. Rather than ask me to leave my lunch to go to an ATM, Lucky calculated the amount and asked I come back tomorrow when the machines were working to settle up.
When it comes to lunch in the office, I always try to get Lucky. Even if the line is longer, the service is worth it.
1. Warm Greeting: Lucky always says hello to me with a warm greeting that includes my first name. Even if I wear an ID card (which is often obscured) there are thousands of workers in the building, so this is no small feat.
2. Create an emotional connection: Lucky remembers things about me that she brings up in the 45 seconds it takes to ring me out. For example, last week Lucky noticed and congratulated me that I was losing weight, commenting it was all the salads I was eating.
3. Solve the problem/inquiry: This is key in customer service and the minimum expected for a successful transaction. Lucky always handles the transaction efficiently, asking clarifying questions to ensure she calculates the correct amount.
4. Provide Options: Once in a while, Lucky will make menu suggestions based on what she knows I like, or points me to an online menu to track when the specials I like will be served (Indian & Mediterranean food).
5. Wow your Customer: A few months ago, the credit card machines went out in the cafeteria and I had no cash on me. Rather than ask me to leave my lunch to go to an ATM, Lucky calculated the amount and asked I come back tomorrow when the machines were working to settle up.
When it comes to lunch in the office, I always try to get Lucky. Even if the line is longer, the service is worth it.
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