SPRINKLES-The Flowering of Customer Service

I was backstage at a large hotel ballroom getting ready to keynote a large conference. Wondering around in the “employees only” back of the house,” I stumbled onto a small hotel employee meeting. When I heard the meeting leader, obviously a supervisor, ask: “Tell me how we will flower this meeting tonight?” I could not help but eavesdrop. The word flower is not typically used as a verb.

Later that day as I was getting ready to leave after my speech, I ran into the supervisor and explained why I was backstage and asked him to explain, “flowering a meeting.” Here was his answer, almost verbatim.

“When you walked into our hotel lobby, you saw a massive bouquet of flowers. It was a why to welcome you in a colorful way. And, it said a lot about the quality of the hotel by the quality of the bouquet. We want our staff to continue that same high quality, colorful welcome even if they are skirting a stage or serving a banquet dinner or greeting a guest in the hall.”

His answer made me think about how we flower. A couple celebrates the birth of a child or a special anniversary and there are flowers at the front of the church. Flowers celebrate, affirm and show we care. How can you flower your customers today?

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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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