Consistent service is, by definition, repetitious. Do the right thing. Then do it again, ad infinitum. To buoy enthusiasm, do morning pep talks. During those five-minute gatherings, managers should alert staff to appointments, as well as customers prepping for big events. Maybe break the talks into principles such as the importance of a warm greeting, timeliness, or escorting customers. "Every day, you give people something a little different to focus on," Inghilleri said.
First impressions carry outsize importance because of how memory works. "If I read you a long list of spices, you would remember the ones at the beginning and at the end," said Micah Solomon, co-author of Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization. "That's how people remember customer service." So create a written greeting script to ensure employees remember it. Even if a store becomes unusually crowded, still acknowledge every customer, even if you're on the phone. "It can be a simple eye contact and a smile," he said. Repeat customers should be flagged in the company's appointment system, so you can recognize them with a warm "Welcome Back."