I read a Forbes article that discussed the distinction between employees’ authentic engagement versus scripted service in creating an unparalleled customer experience.
One quote from that article really jumped out at me:
Of course, this [creating authentic engagement] is more challenging than doing things by rote: challenging for the employee and challenging for the manager.
This immediately reminded me of a poignant example that we discuss in our book, “The Power of Thanks.”
In one interaction at a Fairmont Hotels & Resorts Rocky Mountain property, a room attendant overheard the children of a guest ask about roasting marshmallows in the room’s fireplace. When the family returned to the room later in the day, they found a basket of s’mores ingredients and a handwritten note from the employee saying, “Because we know how much you like marshmallows.”