Customer Service Through Unscripted Caring


Each year, I make the pilgrimage from coast to coast to spend time with my family.  It is a journey I greatly anticipate as I find myself not only home sick, but in need of family time after a few months away.  I eagerly anticipate my work day to end and the voyage to begin with a dash to the airport.  This delight usually melts away like a snowman standing in the sun, by the time I make it to the TSA security check point.

This year, I found an odd peace had settled over seasonal travel.  The airport was abuzz with first class treatment for all. It began at the airline counter with a holiday pass for a slightly overweight bag.  The TSA officers had smiles on their faces and preformed their tedious job like caring humans and not sheep herders.  The flight crew was not only helpful but cheery and humorous in performing their duties.  Even my carry-on bag received first class service when the pilot found a substitute for the overhead bins packed with goodies and gifts.  Suddenly, I felt like I was in a modern day version of it is a “Wonderful Life”.  This spirit of caring became so contagious, that I found myself joining in with other travelers as we sang to pass time and shared snacks during the long layovers.

Caring is not something that can be scripted or even put into words in a sales training manual.  Unscripted caring is cultured in the work environment, starting with management.  Just look at companies like Amazon and Zappos who have created an atmosphere with the “right” attitude for converting the mundane and making it exciting.  Cultivation this experience is what moves your products/services from ordinary to an extraordinary and keeps your consumer coming back for more!   Interestingly, caring really does not take much additional effort or funds in order to create a huge impact.

Imagine what little things you can do to boost the value of the products and services you sell.  How would those little deeds of kindness motivate your buyers to shorten the sales cycle?  What would your work place be like if your staff and customers alike were untroubled and energized about doing business with each other?  In a market that has become so competitive and where every dollar seems to count, unscripted caring is the fine line between struggling for success and actually achieving success.


The Manus Group Stephanie YoungAbout the Author

Stephanie Young is the Vice President of Sales and Marketing for The Manus Group, where she is an active blogger, social media contributor and spokesperson for one of the nation’s leading automotive recruiting and training firms. Stephanie is also the current Ms. Florida Forestry Queen, promoting her platform encouraging young woman to pursue their interests in STEM field careers.

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Copyright © 2013, Stephanie Young All rights reserved.

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