3 essentials for authentic employee engagement

There are challenges for managers and employees alike in creating a culture of freedom that pays dividends in the area of customer service. Here’s how your organization can pull it off.

Ragan Insider Premium Content
Ragan Insider Content

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.”

To read the full story, log in.
Become a Ragan Insider member to read this article and all other archived content.
Sign up today

Already a member? Log in here.
Learn more about Ragan Insider.