How many times have you had a great customer service experience because one person took a little extra care to make something special happen? Conversely, how often can one person’s behavior turn the whole experience quite sour?
Many businesses and organizations underestimate the power of each individual who has any responsibility relating with customers. Each and every interaction is an opportunity to create a fantastic experience and develop a relationship with a loyal customer. And just as quickly, the opposite can happen.
I am currently in Oklahoma and my father has been hospitalized for almost one month, so I have loads of customer experiences to discuss. Because he is doing much better and will soon be released to go home, I would give an overall care rating of 7 (out of 10). However, the instances that will last longer than anything are those moments when an individual person has done something for Dad which he or she was not “required” to do. The nurse who brought him coffee and a newspaper each morning well before the breakfast trays arrived. The aid who greeted him by his name and sincerely asked if there was anything he could do to make him comfortable. The floor administrator who made him feel like he was the only person in the building.
In your work, what can you do to make someone feel special? You are that one person and with every interaction, you have the power to create or destroy a customer experience.
Keep smiling.
Tammy
Coaching By The Balls 
Could there be a more pertinent example. However, the principles apply universally but too few people take personal responsibility and are amazed customers don’t come back.