This past weekend, I had two brief, yet memorable, conversations with a couple brand-ividuals.
Scenario 1: Brunch at Twisted Fork Bistro following the Vancouver Sun Run
After we had our first few bites of our delicious banana stuffed french toast, Bridie, our server, walks up to us with a huge smile and asks “So, are you in love yet?”
Not “is everything ok” or “how does it taste.” She wanted us to be in love with our food, not “ok” with it. And, we were.
Scenario 2: Registering for a First Aid/CPR course over the phone with St. John’s Ambulance‘s call centre
“Hi, St. John’s Ambulance Customer Service Centre. How can I make your day better?”
BAM! First words out of his mouth and I’m already enjoying this conversation! How often do you get to speak with a call centre employee that wants to do more than just help complete your request?
“Now, as we wait for my slow computer to complete the transaction, and yes it’s slow, have you heard the story about the pirate with a paper towel under his hat? Some say he had a bounty on his head.” … “I enjoy making fun of pirates. They are the only group that won’t get offended. And if they are, they’ll just make you walk the plank. But hey, I’m a big guy. I’d float.”
ZING! Yes the computer was slow, as he had warned, but time flew by as he engaged me in conversation and made me smile. And I have to admit it, I’m also a sucker for punny one-liners too.
We all have opportunities to set the stage for an memorable stakeholder experience. And it’s easier than you may think. As I’ve said before, it all starts by engaging your front-line brand-ividuals. They are the ones, after all, that get blog posts written about how amazing they were.
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