Is your customer service legendary?

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Is your customer service legendary?

Encourager-In-Chief: January 15th, 2020

How you can tell.

The number one reason I became a motivational speaker and seminar trainer was to teach people how to consistently deliver legendary customer service. So, what exactly is legendary customer service? By my own definition, legendary customer service is service so unexpectedly great that you cannot wait to call it to the attention of others.

My wife and I were on the first leg of a world cruise on Princess Cruise Lines. Our hotel room was at the end of the long hallway. The cruise was 21 days long, which allowed us to get to know quite a few members of the international crew. Each cabin has a cabin steward assigned to the room. I frequently passed the cabin steward who was assigned to a group of rooms between our room and the elevators. Although we didn’t speak to one another other than to just say, “Good morning,” or “Excuse me,” he was responsible for the highlight of my cruise experience.

I didn’t get his name and I believe English was his second language.

Part of my daily routine on the cruise ship was to make my way down to the hot tub in the midafternoon to read and stopped off for a bratwurst snack. Naturally I made my way down to the hot tub wearing my Pittsburgh Penguins ball cap, a Hawaiian shirt, and my bathing suit.

Towards the tail end of the third week of our cruise, I was performing my daily ritual and headed for the elevator and eventually the hot tub. As I passed the cabin steward assigned to the rooms near our cabin, I excused myself and made my way down the end of the long hall. Just before I got out of earshot, I heard the cabin steward yell to me, “Go Penguins!” I must admit, it cracked me up and made my day. No — it made my cruise. Think of the effort this man went through to impress me, not only speaking English but to comment on my favorite team. I don’t even know if he knew who the Penguins are, but this man catapulted himself into the Legendary Customer Service Hall of Fame for that classic unforgettable moment. I challenge you to do the same for your customers.

Do what you do so well that people will come to see you do it again.
- Walt Disney

This excerpt is taken from the In Search of Legendary Customer Service seminar. I encourage you to register for this great event on February 6, 2020 at the Comfort Suites in Manheim, PA.

In Search of Legendary Customer Service


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