There is something special that happens when someone takes the time to put pen to paper and leave a thank you for your kindness or business. I was recently a guest at Crowne Plaza in Philadelphia and I left a tip for the housekeeper. (Note: I really am a good hotel guest, I don’t leave a mess and my towels are always hung up.) Even though I always leave a tip for the housekeeper something different happened. This time I got a note back from her. I was delighted.

Over the recent holiday weekend I played a a few games of checkers with my youngest nephews, the twins.  At six years old they understand the game pretty well, including the idea of winning.

But, whenever one of them got too far ahead of their opponent, the game took an unusual turn.

A discussion ensued about changing things. Rules were bent. Accommodations were made. The losing player was allowed to add some checkers. Or the player who was winning would make a move that undercut his advantage.

The game changed. It

Here is your Daily Dose of Amazing Service:

Remember and use your customer’s name

And here are some additional thoughts on this topic…

Remember the quote (I think Dale Carnegie said it):

“Nothing is sweeter than the sound of a person’s own name.”

When you use a customer’s name, you break down a lot of barriers that can block communication. You position yourself for a better relationship with your customer. Plus it helps you remember and recognize your customers. It’s easier (and more fun) to acknowledge them when you can use their name.

Here is your Daily Dose of Amazing Service:

Use honest language.

And here are some additional thoughts on this topic…

I keep seeing companies use language I find offensive. It’s not vulgar or even indecent. But it’s inappropriate in how it’s used. It’s manipulative. It’s intended to produce a certain emotional responses based on a situation or relationship that does not exist.

For example, at Target, I’m no longer a customer. I’m a “guest”. This is supposed to make me feel more welcome. Maybe they hope I’ll stay longer. But, we all know I’m not their guest. If I was I wouldn’t pay. And I’d call before I drop in.