By Melissa Matos, CSP, Vice President
Recently, I had an exceptional customer experience while dining out. Last week my family and I went to dinner at Lucky Shuck in Jupiter, Florida, and sitting next to us was none other than the famous football quarterback, Mr. Joe Namath of the NY Jets, who was also dining with his family. We tried not to stare, but the pure joy on all our faces, especially my nephew (a die-hard Jets fan), was obvious. We whispered to each other, “It’s not polite to bother celebrities when they are eating, so no pictures!”
Ten minutes into our evening, Mr. Namath walked over to our table to say hello. Did he hear us, or was this normal behavior? After some small talk, he asked us if we wanted pictures, and of course, we said YES! He then asked his granddaughter to take the photo. What a moment for my own 4-year-old great-nephew and not to mention his Dad’s excitement too.
We were grateful for Mr. Namath’s kindness and shared that we were fans and that this was a great place. It was an honor to meet a hall-of-fame athlete.
Later, I realized he was not just a kind celebrity but a very smart businessman contributing to his personal brand. Though he wasn’t selling anything, he significantly impacted our impression of him and the restaurant.
He gave our family a memory, shook hands with my nephew (whom he didn’t even know was such an avid fan), and even introduced us to his own daughter and granddaughters. Then, politely, he went back to his table to finish his night.
Guess what… we later found out that he owns the place! We had no idea.
I thought about how human and authentic he was and how being genuine in business is a real asset. Of course, we will be back!!!
But in retrospect, that dinner taught me more than just to be a fan; it taught me an invaluable business lesson. In today’s fast-paced, digital world, where transactions are often impersonal, a genuine personal touch can set you apart. It’s easy to get lost in metrics, data, and automation, but at the heart of any successful business are real, human connections.
For Mr. Namath he made winning off the field matter with his personal connection and warmth with his customers and fans.
Here’s why a personal touch matters:
- Builds Trust and Loyalty: Customers remember how you make them feel. A genuine interaction fosters trust and loyalty. Mr. Namath’s kindness and authenticity left us with a lasting impression, making us eager to return and support his business. This kind of customer service experience is invaluable at building customer loyalty.
- Creates Memorable Experiences: People cherish memorable experiences more than products or services. By taking the time to engage with us, Mr. Namath turned a simple dinner into an unforgettable experience that we will share with others. These moments contribute significantly to enhancing the overall customer experience.
- Humanizes Your Brand: Authentic interactions humanize your brand. In an era where consumers crave authenticity, being real and showing you care about your customers can differentiate you from competitors. This human touch in business is what sets brands apart in a crowded market.
- Encourages Word-of-Mouth Marketing: Positive experiences lead to word-of-mouth marketing, the most powerful and cost-effective form of promotion. Our story of meeting Mr. Namath will be shared with friends and family, spreading goodwill and attracting more customers. Such experiences are fundamental in building customer loyalty.
- Strengthens Community Ties: Engaging personally with customers helps build a sense of community. Customers feel valued and connected to your brand, fostering a loyal customer base that supports your business.
So, the next time you interact with a customer, remember that a little kindness and authenticity go a long way. It’s not just about the transaction; it’s about building relationships. A personal touch can create a ripple effect, turning customers into loyal advocates for your business.
In the end, being genuine and caring about the people you serve is not just good manners—
it’s good business.
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Connect with MELISSA MATOS, CSP, the author of this post and Lloyd’s Vice President of Operations.
Melissa Matos, CSP, has been a staffing and recruitment professional for more than 25 years. She has supported countless job candidates with career advice and job placement and has provided talent solutions to corporate employers throughout the Eastern U.S. corridor. As VP of Operations based in LLoyd’s southern hub, Melissa oversees candidate/client engagement and customer satisfaction with a specialization in Healthcare.
An exceptional planner and high performer, Melissa is known for her strong organizational skills; she welcomes the chance to schedule a meeting with you!
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