Get Back to Serving
“Human connection is important. Don’t take it for granted… Covid really taught us not to do that.”
The past two years have restricted many of the personal interactions we took for granted. Now as pandemic constraints ease, businesses have a prime opportunity to reconnect with customers.
During my recent trip to Indiana, I had the pleasure of speaking at the Great Lakes Park Training Institute where I presented on the difference between role and purpose. Part of our discussion was about how we can reconnect with guests by making sure they feel truly seen, heard and cared for. The ideas were quite simple. Start with the power of a smile, a warm greeting and focused attention.
Our National Parks are welcoming guests back just like theme parks and museums. Everyone is looking at how they can get back to serving in a way that makes their guests feel welcome again. Disney cast members have always used enthusiastic personal interactions to make guests feel special. After two years of masks, restrictions and distancing, Disney can regain that competitive edge simply by getting back to the welcoming basics. This type of shift will feel extra meaningful for returning visitors wherever they go.
Likewise, small businesses can plan more in-person events and gatherings that fulfill people’s craving for connection. After extended isolation and detachment, most customers want to reunite with company reps, communities and each other. An in-person event allows for bonding and a sense of belonging not possible over Zoom.
And if you can’t meet in person yet, provide creative ways to alleviate lingering feelings of loneliness. Even a short weekly video chat or friendly email newsletter helps customers feel someone cares.
The pandemic created constraints for businesses but also opportunities to innovate. Ending restrictions allows for fresh approaches to customer interactions. Going back to the basics of personal connections will now feel more impactful than ever. Take the time to come up with at least one way you can improve how you get back to serving and building connection with your customers.
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