On Leader’s Beacon, by: Paul Everett

“As regular customers the hostess knew our name. It didn’t matter how crowded the restaurant or how busy the hostess was, she always greeted us with a smile and a “good evening Mr. Everett, good evening Mr. Everett’s son, it’s great to see you again.”

Customer service is often viewed as nothing more than an added expense, with little to no tangible benefits. Since it can be challenging to quantify, many businesses overlook the goldmine that is a positive customer experience. American poet Maya Angelou once said “People don’t always remember what you say or even what you do, but they always remember how you made them feel.” Paul Everett’s story is the perfect example of how a positive customer experience can transcend generations, last decades, and shape how you view a business.

A final statement was truly impactful from the perspective of a business owner: “Create a service experience where someone feels good about themselves and they will not only become a loyal customer, they can’t help but tell others.” No words could better resonate with us at Lucova. This is why we’re doing what we’re doing. All of us are in the position of being a customer multiple times a day, and we want everyone, everywhere to have this special feeling of being truly seen and known when they transact with a business.

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