Individual Style Only Adds to a Service Framework

Standing_outGaelic 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.

Creative Commons photo courtesy of Flickr and worldofoddy.

  2 comments for “Individual Style Only Adds to a Service Framework

  1. Lisa Fields
    October 1, 2008 at 5:34 pm

    Tom,
    Great topic and photo.
    It reminds me of a super clip that can be found on TED- technology, education, and design Seth Godin has his presentation “sliced bread.”
    At one point he talks about the term “Remarkable.” Isn’t that a great word? After a call is finished wouldn’t it be great to have a customer say “Wow, that call was remarkable.”
    As the economy becomes tighter I believe people will have much higher expectations of what they consider excellent customer service.
    Now, if I could just find some cool boots like those in your picture?
    Cheers,
    Lisa

  2. October 1, 2008 at 8:54 pm

    What is so funny is that I was talking about a call to one of our CCRs today, and I remarked that the call wasn’t memorable. I listen to so many calls a month, but I remember the good ones as well as the really bad or interesting ones. But most of the calls I hear are not memorable. They just all blend in together in the big QA cesspool.

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