Yesterday, I stopped into Whole Foods and went up to the meat and fish counter. The young man behind the counter waiting on the person in front of me looked like a big, friendly bear. His whole being communicated: “I like my job and will be happy to wait on you.”

As I waited, I was conscious of not getting too close to the counter or projecting “I’m in a rush” impatient customer vibes. That may sound funny, but when I’m a customer, I try to do my part to make things comfortable for the customer service person, especially if they’re busy.

I was there for only about 15 or 20 seconds when the young man glanced at me for a second and said in a cheerful tone of voice “I’ll be with you in just a moment sir.”

All it took was a second, and he let me know

With this simple gesture, this simple moment of inclusion, he connected with the waiting customer and let that customer know he was noticed and valued.

I think this seemingly minor moment of truth is what separates mediocre or even OK service professionals from those who know how to create a warm, welcoming, inclusive experience for all customers.

They're NOT The Only Important Person in the Room

Sometimes I hear people say how important it is for CSRs to focus only on the customer they are waiting on, so that person feels like the only person in the world, thus creating an exceptional customer experience.

I disagree. While it’s important to focus on the person in front of you, if there are others waiting, they need to know that you notice their presence and care about the fact that they are waiting. With a simple glance and smile or better yet a friendly “I’ll be with you in a minute” you make an emotional connection.

Think of your own experience as a customer waiting in a long line and the clerk and current customer are chatting away. You wonder “Do they get it that there’s a bunch of us waiting? Do they care?”

So… the “lesson for the day”:

Coach your people to make those waiting in line feel noticed and cared for.

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