I’m an encourager by nature. I enjoy making people feel better by highlighting areas where they excel. Because I have a background in the service industry, it is especially gratifying to find a front end customer service person who is doing a great job, and bringing it to the attention of their immediate supervisor. Everyone wins. I feel great because I blessed someone, they feel great because someone noticed them, and their supervisor feels great because it wasn’t a complaint from an angry customer.
Why do I bring this up? Because today it happened to me. Last night my wife and I allowed our son to pick anywhere for dinner. He chose a fast food place that offered a kid’s meal with a fun toy, no big surprise there. (By the way, there’s a marketing message there). The girl behind the counter was outstanding, and I told her so. I wasn’t able to speak to her supervisor, so she gave me a card instructing me to go online and leave my comments there. I said I would, and I did. However, they didn’t make it easy on me. After about 10 minutes of navigating their confusing online form (another marketing lesson) I was done. Mission accomplished, all is right in the world.
I forgot all about it until I checked my email just now. The mega-franchise responded back to me personally (you guessed it, marketing lesson). Here is a snippet of their reply: “Thank you for taking the time to share your complimentary comments with us. It’s a rare person who takes the time to compliment. Thank you for being that person!” It’s my turn to feel all warm inside. I don’t eat a lot of fast food, but the next time I do, you can bet these guys will be top of mind.