A few years ago, USA Today had a great article on customer service titled “Service with a Style.”  The Ritz-Carlton inChicago was the example.  A cab pulled up to the hotel and the doorman opens the passenger’s door and calls the unannounced guest by his name.  He had never ever seen the man before.  How did he do it?  “I peeked at the luggage tag,” the doorman said with a grin.


This is a great example of taking the mundane and turning it into a Moment of Magic™.  In some of my seminars, we go through an exercise that helps our clients create magic from the mundane.  Here is an abbreviated version of this exercise.


First, create a list of the encounters your customers have in a typical, for lack of a better term, transaction.  For example, at the Ritz-Carlton a guest drives up in a cab (as in the above example), the guest enters the hotel and is greeted, checks in at registration, stands in line at the restaurant for breakfast, etc.  Take a look a these ordinary, possibly mundane interactions, and brainstorm how to add something to one or two of these interactions to make them special.


You saw how the doorman made helping a man out of a cab a Moments of Magic™ experience.  Where can you do the same thing in your business? Take a look at something that seems like an ordinary interaction with your customer; the way you answer the phone, greet a customer when he walks through your doors, make a delivery, etc.  It could be just about anything.  Then, brainstorm how you can turn it into something better than ordinary.  It doesn’t have to be amazing, although sometimes it will be.  Regardless, it will be a… Moment of Magic™!

Shep Hyken, CSP, CPAE is the Chief Amazement Officer of Shepard Presentations.  As a professional speaker and author, Shep helps companies develop loyal relationships with their customers and employees.  For more information on Shep’s speaking programs and books, please contact (314) 692-2200. Email: shep@hyken.com  Web: www.hyken.com. For information on customer service training, go to www.TheCustomerFocus.com.


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