It makes a big difference

Everyday we are exposed to those special treatments and excellent service levels from exceptional front liners at every touch point during our daily activities, but we rarely pause for a moment and wonder how good was that person who was serving us as a human being and not only as a well trained frontline paid employee.

Our expectations as customers are always high and we barely acknowledge any of those good moments, while our human nature pushes us more to waste our energies in being as loud as it takes when things go wrong and we spend hours complaining and publicly whining about mistakes that can always happen, but we rarely spend half of this time in appreciating good services.

Exceptional front-liners are the core of every service oriented business…be it retail, hospitality, healthcare, F&B, e-commerce, airlines, logistics, special services, and many others, they do reflect a perfect perception about your brand and guess what? The Brand takes all the credit always…

Good ratings and positive reviews are credited to Restaurants, Hotels, Stores, Outlets, Malls, Clinics, Hospitals, Banks, Airlines, service centers, etc…. which polishes the reputations of these institutions and adds more glitter to their brands, but what about those super front liners who are the real reason behind all this?

Are we as customers acknowledging them by sending those appreciation emails or messages to their bosses? Don’t they deserve being thanked for creating for you those great moments?

If we look into the service industry, we get impressed every single day with many service champions who serve us passionately with those improvised extra miles taken to exceed our basic expectations, but in end, all they get from us as customers if we ever think to acknowledge them is a “thank you” note, and maybe a generous tip…

Such people with exceptional and rare built-in soft skills should never be taken for granted by their employers and must get the chance to be exposed, because their collaborative efforts are naturally elevating the service levels of the countries that embrace the businesses that they work for, rather than only reflecting the good service levels of their companies.

Whether you are a receptionist, a restaurant or coffeeshop waiter, an airline front-liner, a caring nurse, a delivery courier, a taxi driver, a call center agent, a real estate agent, a supermarket cashier, a security guard, a maintenance worker, a service center agent, a banking clerk, or any other type of frontline brand ambassadors in the private of public sectors, then your exceptional servicing skills and customer centric attitudes deserve more than a tap on the shoulder and definitely something more than a one time “thank you” note for those plenty of extra miles being taken by you consistently.

I personally have a regular habit of sending appreciation emails and letters to the managements of those front liners who always impress me with their exceptional servicing skills, right after any transaction by them that makes me feel that exceptional care and extra mile taken, and i sometimes follow-up to check if my appreciation email was received by the relevant management…

But what happens next is what makes me always wonder: Will they be appreciated internally? Will they be noticed and acknowledged by their management? Will the boss who received my email react on it or just ignore it without any positive action ? Not sure…

What I'm sure about is the super boost of motivation that strikes those service heroes once an appreciation letter comes unexpectedly from a customer who is ready to spend couple of minutes to write to their bosses acknowledging the great experience which they have created…

Next time they serve you with a cherry on the top, ask them to give you the email of their top superiors…. Their appreciative reaction will literally make your day…

CEO | Public and Private Sector Experience | People and Culture centric | Leading in the Logistics and Delivery space