I had an experience at LL Bean that reminded me of one of the most important principles anyone involved in customer service needs to remember. First the principle, then the experience, and then some questions…

Scott Bedbury, author of a New Brand World, tells of his experience working at Starbucks as a brand manager. He came to Starbucks from Nike, so I think it’s safe to say he knows something about branding. While learning the ropes at Starbucks, he accompanied their Chief Coffee Buyer, Dave Olsen, on a coffee hunting expedition in Java.

Trying to identify the Rosetta Stone to Starbuck’s brand power, he asked Mr. Olsen about what he thought was “THE difference that makes a difference” – the #1 factor contributing to Starbuck’s compelling brand.

Do you adjust your style to connect ideally with each customer’s personality style? Those people who are most effective at providing customer service – and most effective in human relations – possess interpersonal flexibility.

They can quickly discern enough about another person to adjust their own style to mesh with the other person’s communication style.

Let me give you two quick examples…

I was observing a call center rep at a client recently and within 5 minutes heard…