The Customer Connection

Just being ‘nice’ isn’t going to create a great customer experience. You’re supposed to be nice! Say or do something extra special to make it a really WOW! Experience. Not only will your customers like you and want to deal with you, but they will also remember you! Recommend you and come back to you! This is the essence In any relationship.

We are all customers and we all serve to some degree. Some more than others. The impact made upon a first meeting is the core of its existence. This is the moment! Will there be a relationship? Or will it just be an encounter? Your greeting is everything. You have to show a fresh face for every single person. It’s not that hard really! Give yourself a challenge and make it a daily quest… Try to make someone smile. Be extraordinaire! ; what can you do to turn someone else’s day around? At the end of the day; month; quarter or year; Ask yourself…”Have I made a connection?…inspired others to do the same?” “ Have I really connected?”, “Did I establish a relationship?”, “Did I serve a purpose?”. “Did I give it my best?”….Sure these questions are good ones and keep asking, but don’t stress over it.

It’s simple really. Every connection has a beginning. You meet, measure each other up and then decide within about 30s if it’s worth it. 30s! if you can’t smile in the 30s then you are not happy,. Stop there and find a page that helps you with happiness; which is a choice! Ok, so back to the first minute now,. Your handshake! Firm and face to face. Look them in the eye and show your focus is them! Pleasantries can be questions, comments, compliments, and positive affirmations! Start it right. Be receptive and you will be received.

People are drawn to those who are genuine, warm, gracious and kind. Not everyone finds this easy. All you need to do is believe In yourself first; don’t self-doubt, and take pride in what you do! It is an honour to meet people, especially ones who need you. Service and customers aren’t always the way to look at it; that’s just what it is called when it’s a job. But when out in the world and meeting a friend, your reception and happiness is full of genuine kindness and gratitude. Apply this in all interactions with people and your magnanimous nature will be your biggest asset. Invest in yourself. Know your purpose and know what makes you happy. Working with others takes great interpersonal skills and emotional intelligence. Some make it look so easy while others struggle. Be confident and smart; never overextend and make it real. Always think of connecting in some way.

All relationships start with a connection. Make it a powerful one!

Relate to what it is the concern is about, make it your mission!  It should be easy considering we all have it in us to be human first.

Some things you might have in common:

What we do before Work….gym, yoga, slept late, kids to school…you get the picture.

What happens next?…work, holiday, appointments, meetings, recitals..

Feelings will surely be expressed…acknowledge and empathize.

What do you do? Help! It is your job to help them make their choices, guide and educate! Guarantee only what is valid. Do not make empty promises. Always state what you can do, not what you can’t. You are in the driver’s seat and need to steer correctly, always be respectful, never argue, never take things personally and always smile a genuine smile. Be a happy spirit and you will have a great day every day! The stress of working in customer service can spill over into interactions with customers, coworkers, and others. Keep awareness open and you will be ahead of the game.

Treat others as if you were in their shoes. We can all understand what it means to expect good service; but what does it take to give it? Don’t just give good service. Make it exceptional, make it a WOW!

How? you ask?

A Warm Welcome!

Reception is everything, Don’t just acknowledge someone’s presence, but rather make their presence be honoured. Show how happy you are to see them…and mean it. If you aren’t happy to see them then your in the wrong place.

Understand what their perspective might be at that particular moment. We all have baggage! Some carry it better than others. Know how to let it go! There can be a residual effect of bad feelings from a previous engagement to the next. However, if it’s your customer who is upset, use your secret weapon! Empathy! Being able to understand and share what another is feeling. In no way can anyone completely understand, but they an relate to the same bank of emotions. No two experiences are the same in this world so nothing can be completely understood. Identify with your customer the best way you can. Your Earnest attempt will be apparent and much appreciated. This leads to the start of Trust. The foundation to which the relationship grows..some think it is gained. I like to see it as already there…but once you lose it…there’s really no fixing it. That’s when all is lost. So think of trust already there and what you need to do to keep it. This will gain Loyalty. A likeness to you and growth of admiration. You are connected in a relationship; A friendship. And friendships are valuable whether you are at work or not. By believing in yourself others will too. This is being human and we are social by nature. So it is possible to harness and build a lasting connection. Customer or not! And last but not least; Retention! To keep a friend, be a friend! Simple as that!

Make it count and show it matters. Because it does. Acknowledge the concern and make it your mission to achieve the best result possible! There is always an answer!


Paula Curley
Paula Curley
I am a deep thinker, lover of thoughts, and prolific writer sharing my words. In sharing, I am caring. I am a member of the human race with an appetite to motivate, inspire, empower, and provoke thinking. I am compelled to a vision that we are all here for a reason, life is like a deck of cards... “My cards. My deal. Life is learning the game!” #opism What is OPISM? I have come up with this term as my nickname is Op and they are my own quotes representing a moral doctrine belief system. Thus...Op+ism=Opism. #opism. My professional experience is disbursed across industries from financial services and sales to that of personal and emergency care. As one who has trained and coached, mentored, and taught; it has become a passion within to witness and feel joy in the achievement and success of others that I have been associated with. I am a lifelong learner and have created and facilitated various training materials. It is through such experience that I discovered the power of positive feedback in both professional and personal manners. I am self-disciplined, accountable, determined, humble, loyal, and adaptive; but above all, I value my integrity! I am a decent human being. It is with my greatest pleasure to share with others the power of positive words.

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  1. Love this article Paula, thank you for capturing your thinking. I am on the same page with you on this simple, yet rarely common practice, way of being.

    Particularly like, is this the start of a relationship or just an encounter.

    And, “People are drawn to those who are genuine, warm, gracious and kind. Not everyone finds this easy”. The really good news is that these are behaviours that can be learned, step by step, a shift at a time. As you say, even just showing up and genuinely smiling will make a difference in any encounter. When you notice the difference and impact, you will want to do more…because the more you enjoy giving them your smile. You could then look at them, ask a polite and an appropriate question and then listen.

    After all, isn’t this how we would want to be received by another?


    • Absolutely! Just treat others with dignity! Humanity is what it takes. And those open to learn are ahead of the game. It’s the close minded and often judgemental who refuse the power of a genuine heart.
      Thank you for your time here Colin. It is very much appreciated! Have a wonderful weekend! P

  2. You are so full of beans, Paula. Kudos to you and I sincerely hope that your piece will inspire many to take up your mantle of genuine enthusiasm some who may have forgotten that “we all have it in us to be human first.”

    • Lol. Plenty of beans to share! Thank you my dear! Comes down to being a decent human being and honouring our birthright of dignity! Have a great day Noemi!

    • Thank you so much for this! I’m still enthused… lol. It’s all about people, and I like people! Take care Darlene! Cheers!

    • Thank you so much for reading Darlene,
      I’m glad the enthusiasm shows! There is some passion when dealing with people! I love people! Happy day to you!