Flower Your Customer’s Experience

flowerNature can be a powerful inspiration for innovative service providers. The flower on the left just popped up unexpectedly one bright sunny morning after four straight days of grey clouds and dreary rain. It made me smile…as if the flower knew I would be walking by and elected to brighten my day with its special song. It reminded me of the “Have an Excellent” lady at CVS Pharmacy.

University of Rhode Island students enjoy going to the CVS/pharmacy nearby in the Kingston Emporium to buy a snack and to see “The Excellence Lady.” The attraction is CVS head cashier Helen “Nonni” Plummer who bids farewell to every customer with the phrase, “Have an excellent!” Should someone inquire “excellent what?” she quickly adds, “Whatever you want it to be.” Her infectious spirit has spread to a Facebook group titled, “You Have an Excellent” with hundreds of members.

The flower in my side yard was “singing” Nonni’s song. It is a song you know. And, there are customers who would be uplifted and affirmed to hear you sing it! Greet customers with more energy and enthusiasm than the situation requires. Compliment something about the customer…”What a great color!” or “You have a nice smile.” Be much more patient than usual. Flower your customer’s experience and they will return for another song!



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Dr. Chip R. Bell is a world-renowned authority on customer loyalty and innovative service. Global Gurus ranked him in 2018 the #2 keynote speaker in the world on customer service; #1 in North America. He also is the author of numerous national and international best-selling books including Take Their Breath Away, Managing Knock Your Socks off Service, Magnetic Service, The 9½ Principles of Innovative Service and Customers as Partners. His books have been translated into over a dozen languages.

His newest customer service book is the award-winning, best-selling book Kaleidoscope: Delivering Innovative Service That Sparkles.

Dr. Bell has appeared live on CNBC, Bloomberg TV, CNN, Fox Business, ABC, CBS, NPR Marketplace and his work has been featured in Fortune, Wall Street Journal, Financial Times, Forbes, Businessweek, Entrepreneur, Inc. Magazine, and Fast Company.


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