{"id":31577,"date":"2017-08-23T00:00:00","date_gmt":"2017-08-23T00:00:00","guid":{"rendered":"https:\/\/hyken.com\/pay-attention-dont-just-go-through-the-motions\/"},"modified":"2024-01-22T11:15:23","modified_gmt":"2024-01-22T11:15:23","slug":"pay-attention-dont-just-go-motions","status":"publish","type":"post","link":"https:\/\/hyken.com\/customer-relationships\/pay-attention-dont-just-go-motions\/","title":{"rendered":"Pay Attention! Don\u2019t Just Go Through the Motions!"},"content":{"rendered":"\"\"<\/a>A friend of mine went to the airport rental car agency and had a chance to upgrade to a Tesla. He had never driven a Tesla so he was happy to pay the upcharge to have the experience. If you\u2019ve ever rented a car at the airport, you typically are stopped at a gated exit where the car rental employee looks over the paperwork, checks your driver\u2019s license and sends you on your way. One of the questions they will typically ask is, \u201cWould you like the fuel option?\u201d That allows you the convenience of paying for a tank of gas so you don\u2019t have to worry about filling before returning the car.\r\n\r\nAt the gate, the attendant went through the typical routine and then asked the routine question, \u201cWould you like the fuel option?\u201d\r\n\r\nMy friend thought was funny and started laughing. A Tesla is an electric car. No fuel necessary to run this amazing four-wheeled piece of technology. The attendant wasn\u2019t sure what was funny, then he realized what he\u2019d asked and was embarrassed.\r\n\r\nA similar experience happened to me at McDonald\u2019s. I just love those fries! It was quite some time ago, but I\u2019ll never forget the day I ordered a chicken sandwich with fries. After I told the nice woman behind the counter what I wanted, she asked me, \u201cWould you like fries with that?\u201d\r\n\r\nMy response was, \u201cDo you mean another order of fries, or did you mean to ask me if I\u2019d like a hot apple pie with that chicken sandwich and fries?\u201d I smiled at her. At first, she blushed with embarrassment and then laughed.\u00a0 And, by the way, I added the apple pie to my order, which I love almost as much as the fries.\r\n\r\nAnd, that is what brings us to the point. Both the gate attendant at the rental car agency and my new friend at McDonald’s were just going through the motions. This is easy to do when it\u2019s late in the day and fatigue is setting in. But, the best people stay alert and focused. They recognize that their customers are unique individuals and do their best to give them the unique experience<\/a> they deserve.\r\n\r\nOne way to avoid the \u201cjust going through the motions\u201d syndrome is to individualize each interaction you have with a customer. After you greet the customer come up with something specific to say to them. For example, a customer in a store might be wearing a baseball hat from their favorite team. Break the ice by making a comment about the team. Or, perhaps you\u2019re talking with someone on the phone. Ask her where she is calling from. The goal is to break the monotony of the routine. That creates a unique conversation with each customer, allowing you to stay away from routine and monotony.\r\n\r\nEvery interaction you have counts. Never make a customer feel as if they are anything less than special and unique.\r\n