When I stopped at the closest Shell Gas Station to fill up, I noticed that the gas I needed was running at almost $3.50 per gallon. Wow, I thought to myself – that’s pretty high!
Then all of a sudden, out of nowhere, a kind female employee warmly greeted me and said “Good morning! Its customer appreciation day, do you mind if I clean your car windshield?” Yes, I pleasantly replied as she approached my car.
I found myself quickly engaged in a friendly conversation with her about the beautiful weather we were experiencing in the middle of the winter, and before I knew it I was finished pumping my gas, she was extending to me a fond farewell, and on her way to attend the next customer.
To you this story may seem lackluster. However, what makes this brief encounter so memorable for me is the small act of kindness on behalf of the employee that caught me off guard and made me completely forget about the extra money I was spending for gasoline at her station.
Now, I’m sure this customer appreciation day activity was a probably a planned company initiative, but the genuine attitude that the employee extended made a tremendous difference. She had the right attitude, and unknowingly started me off to a great day.
The lesson learned is that too often frontline employees and leaders tend to forget (whether working in a bank, grocery store, dry cleaner, gas station or any other customer oriented business) that its the little things -- like the way you greet, approach or service a customer that makes or breaks their perception of the organization.
So take some time today to extend a small act of kindness to make someone’s day, whether they are an internal or external customer – because in the final analysis, it’s the little things that make a big difference!
