I had a great reaction last week from a post on unexpected customer service. So, I thought I would share another story that happened during the very early days of Covid.

It was a few months into the pandemic, and everyone was being advised to have a covid test if feeling unwell. My daughter Alex was experiencing some mild symptoms, so as advised, we headed to the testing facility at the Melbourne Showgrounds.

COVID Testing

After going through several checkpoints, we arrived at the testing station. The health care professional had her name written on her protective coat. She introduced herself by saying,

‘Hi, I’m Elise and I will be doing your test today’.

I didn’t expect a first name introduction and it came as a pleasant surprise. Especially considering the production line nature of the testing. Elise then went on to ask if it was our first time being tested, which we confirmed. She immediately responded with a friendly, ‘Welcome’. It may have been a bit tongue in cheek, but it was with the same energy and enthusiasm you would expect when walking into a hotel.

Alex responded in a similar fashion with, ‘Thank you, it’s lovely to be here’, which made us all laugh. Subsequently, Elise told us that she hopes to make what can be an unpleasant experience as friendly as possible. Before we drove off, she kept the experience going by adding, ‘Well, feel free to come back at any time’.

Be Memorable for the Right Reasons

I’m sharing this with you because exceptional customer service is not what I was expecting during this experience. When undertaking any form of medical test where a positive outcome is not desirable, your mind is not typically focussed on customer service.

Because it was unexpected, it was memorable. Just like my Kylie Minogue experience at Eleven Madison Park. The memorable experience will often result in people sharing the story.

Of course, the same works in reverse. When you do expect customer service and don’t get it, it will also be notable for all the wrong reasons. Consequently, customers are just as likely, in fact more likely, to share stories about a negative experience.

So, here is a challenge for you. The next time you interact with a customer, what can you do that goes beyond what is expected so it is memorable for all the right reasons?