Service Still or Service Movie?

Taking pictures is so different today with the “everyone has a camera” smart phone.  You can now catch those special photogenic moments formerly missed with the “go get the camera” delays.  But, the coolest part of today’s camera-in-a-cell-phone is the capacity to shoot stills or movies simply with the touch of an icon.  When kids or grandkids stop posing, there are those precious authentic moments generally worth the wait.  Watching the movie that can follow a posed portrait can bring a parent or grandparent immense pleasure

Service is a lot like picture taking with a smart phone.  Customers can see a posed still shot of a service person just doing their job and mindlessly going through the motions.  Customers can witness a fake pleasantry, a stilted attempt to be helpful or veined gesture of gratitude much like a posed portrait.  Or, customers can see service as a motion picture—full of live, animated and genuine demonstrations of spirit, interest and enthusiasm.  Would your customer describe your service as a still or as a movie?

About Chip&John

Chip R. Bell and John R. Patterson are customer loyalty consultants and the authors of several best-selling books. Their newest book is "Wired and Dangerous: How Your Customers Have Changed and What to do About it."
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