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Customers as Guests

We prize efficiency in our service personnel, and while we seldom want to get to know them well, receiving some human recognition, especially eye contact and a smile, are incredibly important to the service experience.

The 1to1 Blog: Surprised by a Handshake and a Smile. 2007-Apr-6, by Ginger Conlon

When I stepped up to the counter, management assistant Mike White greeted me and extended his hand. Instinctively, I extended my hand toward his, holding my driver’s license and credit card to give to him. As I reached out I realized that he was holding his hand not to receive documents, but to shake hands. I quickly moved my license and credit card to my other hand...when was the last time a rental car associate – or any retail or hospitality associate for that matter – shook hands when saying hello? Um, well, NEVER.

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