Gaelic Storm is one of my favorite bands. Amidst their catalog of excellent music you’ll run across a song I love, called "Kellie’s Wellies". The comic tune tells the story of a young lad in Ireland who was so poor that, when the winter was over, he chopped off his Wellington rubber boots, painted on some laces and passed them off as tennis shoes. As the boy grew, he continued with his unique and unexpected footwear. The songwriter is eventually surprised at the result:
The next time we found him, well the girls were all around him
He was busting the moves, he was happy as can be
One of the girls came near, and whispered in my ear…
"Only boys who wear their wellies have a chance wit’ me."
In our pursuit of delivering a consistent, quality customer experience, it’s easy to turn a service framework into a stale, robotic script. It may be an excellent service experience, but it doesn’t really stand out as memorable. We can never forget that, while customers appreciate a consistently excellent experience, it is often the unexpected touch of individual style and panache that raises the moment of truth into in indelible memory for the customer.