I LOVE my dry cleaner.
I don’t bring in much, so the fact that they know my name, my last order, and even the last place I traveled every time I walk in is remarkable.
But when I say “they,” I mean one person: the owner’s daughter. She’s in college, works full-time, and is always the one up front.
She’s pulled coats I forgot I dropped off long before I walk through the door. She notices, remembers, and prepares while I’m still in the parking lot.
I’m not a big spender. I don’t drive anything flashy. Yet, I’m treated like a VIP.
Now compare that to what I hear from leaders every week:
- “The people I hire are always on their phones.”
- “They don’t even notice the customers.”
- “There’s so much entitlement.”
- “I have to pull teeth to get them to do the basics.”
This is the role of emotional intelligence in great customer service.
So what’s the difference? What is the recipe to getting the kind of performance I get consistently from my dry cleaner? (…who, by the way, I will stay loyal to forever)
Here’s the short answer:
- Hire for emotional intelligence.
- Pay enough to attract candidates with emotional intelligence.
- Train, reward, and recognize team members who show it.
Without those three things, you’ll keep chasing your tail: more micromanagement, constant turnover, and a culture that drives away the very people (and customers) you want to keep.
Want help building a front-line team that people remember (for the right reasons)? 👉 Book a strategy call with me.
Thank you for being a part of our community and playing an instrumental role in making work better for people and people better for work.
