Hi Adam,
Thanks for responding! We have more than 50% – 75% repeat customers in most of our markets (more than 10 different territories) which is not bad but it would still be good to include an exceptional WOW concept to our customer service offering.

Hey Gale! I would probably need more information to give you really good specific advice. Sounds like some of your stations are a bit different than here in the states — for instance, we have almost no full service stations anymore.

I agree, smiley faces on cars probably isn’t a good idea. 🙂 I think there could be an opportunity to personalize the experience a little more if you have a decent amount of repeat business. Do you know what percent of your customers are repeat customers/regulars?

Anything, you can do to personalize is great (well, almost anything)!

I like the advice you are giving your clients and to add to your comments, I would say that it works well when you are able to take in multiple data points and pieces of information. As you said, in quick checkout situations, people should be careful not to prejudge based on external factors. The old scene with Julia Roberts in Pretty Woman comes to mind.

Thanks for the great comment!

It boggles my mind that we don’t use our senses (including common sense) enough. It’s easy to pick up on visual clues, read between the lines and simply really hear what someone’s real problem/challenge/question is. I do little tests with clients and ask them things like: what was the person wearing? What can you glean from that? Are they sophisticated, casual, sporty? Did you notice a family photo as they flipped open their wallet. Did you hear them sigh heavily, at which time you can commiserate with them kindly saying something like “tough day? let me try to lighten your load”…and on and on and on.

Now maybe that doesn’t work when you’re dealing with hundreds of clients in a check-out/check-through capacity, but I maintain that a little extra power of observation and true interest (and actually smiling and looking the customer in the eye) goes a long, long way. Cheeers! Kaarina

You know Jayme, that’s a great point. In many industries, customer expectations are up in general — regardless of the expectations related to your specific business. Everyone needs to up their game.

Or over promise and leave for vacation while your colleague handles it. 🙂

I had a doctor’s appointment — first time visit. The doc was 2 hours late getting to me. He’s still my doc, but in what other business would that be true? I’ve learned just to get the first appt in the morning (when possible), because you’re right, they do overbook.

Good points Davina or how to execute on personalization. In many cases it is not that hard to find some way to personalize, but like you said, you have to think about it and plan for it.

When the customer is spoiled, businesses need to be fully aware of that before making moves to rock the boat.