Creating meaningful connections with others doesn’t require monumental efforts. Transforming a routine customer interaction into a memorable bond can be as simple as showing genuine interest and attentiveness. Consider the heartwarming story of an elderly couple and their annual tradition of celebrating their anniversary at their favored Disney resort restaurant. Upon their arrival, the hostess provided them with a pager, explaining that it would alert them when their table was ready. However, when the time came, the couple did not return for their reservation. Concerned, the hostess discovered them outside, lost in a tender dance in the courtyard, swaying to the theme park’s ambient music.
Reluctantly interrupting their moment, she informed them that their table awaited. They proceeded to enjoy their celebratory meal, continuing their cherished yearly ritual.
The following year brought a poignant twist when the couple returned, greeted by the same hostess. Recognizing them immediately, she extended a warm welcome and wished them a happy anniversary. She playfully inquired if they planned to grace the courtyard with another dance. The husband shared, with a note of finality, that this visit would be their last anniversary celebration at the resort due to his wife’s recent Alzheimer’s diagnosis. The hostess, moved by their story, ensured they were comfortably seated for what was to be a significant meal.
After they finished dining, the hostess approached with a surprise. She led them to the courtyard, now transformed into a private dance floor, complete with music and an audience of Disney characters. She assured them, “This may be your last meal here, but it’s not your last dance.”
This touching example illustrates the power of connecting with customers through curiosity, empathy, and genuine care. By taking the initiative to create unforgettable experiences, we can leave a lasting impression on those we serve. Let this inspire us to seek meaningful interactions in our customer engagements, making each connection a memorable one.
Your Head Usher,
Marilyn
