A customer’s experience is easily altered by the choices the service provider makes in the moment.
Sometimes it’s the choice of words. Sometimes it’s the tone of voice the provider chooses. Sometimes it’s choosing to offer or not offer a resource to the customer. In any case, choosing to serve has elements to it and all of those elements require being present.
When a service provider is present, they hear the customer’s expectations even though those expectations may not be articulated.
When a service provider is present, a relationship is possible.
When a service provider is present, a potential conflict is mitigated by the expression of empathy.
When a service provider is present, it is powerful. Engagement with another human being who hears our story and responds in the moment without scripts, without thought of financial gain or status is a pure and powerful thing. It costs nothing so why is it so rare?