| Why? People remember emotional experiences - both positive and negative. They are also more likely to share the experience with others. When you add a smile to your customer's life, their stress level is reduced and you are connected with a happy experience.
You can use pictures, words, or your own smile to do this.
But creating a smile has to be authentic.
McDonalds has a "Have we made you Smile Today?" poster outside the drive-thru in my town. Every time I pass it, I answer "No". I get my hamburger, but I don't feel like smiling about it. This is a counter-productive effort because I am reminded that I get average, indifferent service. |
