Service Decoration

five senses NPISWalk into the lobby of a Westin Hotel and your nose knows the scent suddenly shifts from the “smell of the street” to a signature fragrance called “White Tea.”

Reach the checkout counter of Dallas garden center Nicholson-Hardie and you can pet a big calico cat sprawled across the counter complete with business card with the title “House Cat.”

Stroll around a Bass Pro Shop and take in the sporting goods displays amplified by such visual desserts as a giant fish tank and museum quality wildlife dioramas.

An upscale jewelry shop has employees wear formal evening attire.

What’s happening in these pictures? Enterprises magnifying the power of the five senses to augment their customers’ service experiences.

When realtors suggest baking an apple pie before holding an open house, when cookie shops pipe their kitchen aroma onto the sidewalk, and when upscale retail stores put a pianist at a baby grand on the sales floor, they all are declaring the common sense of uncommon senses.

Take a close look at the “touch me” features of your unit or organization. Customers enjoy a tactile connection.

What does your enterprise sound like? What do customers hear in the background when they call?

Is your parking lot interesting? Does your unit entrance “welcome” in an obvious and positive way? Have a friend “shop” your facility and count smiles.

If you turned your five senses loose to audit your service experience, what would they come back and recommend?


Add Your Response


Never miss a post! Sign up to have future posts delivered to your inbox:


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.


More on Chip