When it comes to customer service during the holidays, it’s the perfect time of year to add a little surprise and delight! It doesn’t have to take a lot to add a little seasonal sizzle.
The other day I was doing a little holiday shopping in Biltmore Park, an outdoor center filled with stores, eateries and a movie theatre here in Asheville, North Carolina. I popped into a retail shop called Blossoms and was promptly offered a cut of delicious hot chocolate with vodka soaked marshmallows. I passed on the vodka, but the chocolate and marshmallows? Yes, please! Suddenly, I was happier than I was 10 seconds ago, choosing items from the store while I sipped on my chocolate and sang along with the carols coming through on the loud speaker.
Tis the season for cheer, goodwill, and wishes for peace on earth. It can also be the season for fighting crowds, traffic, and overall stress! Your customer service during the holidays can add to that stress or add to the joy of the season. You can let it be a time when you smile brighter, strive to go that extra mile, and work towards spreading some holiday cheer to each person you interact with during the day.
Here are 5 of my favorite examples of customer service during the holidays.
- Westfield Shopping Centers employee “Westfield Merry Makers” as part of their overall holiday strategy. We wanted to find a way to bring service even more to the forefront during our busiest time of year,” says Jeff Adams, senior director of customer service and marketing. The Westfield Merry Makers provide random performances, random acts of kindness and random gifts throughout the holiday season. Watch them in action here, as they spread joy to their customers.
- The City of Lowell Police Department stopped people for minor traffic violations and surprised them with a little Christmas cheer instead. Imagine how your dread would quickly turn to glee when instead of a ticket, the police officer handed you presents instead!
- A great addition to your customer service during the holidays is to give something back. While I was shopping at Biltmore Square Park, I stopped into Charming Charlies and was greeted by a couple of “elves.” They shared that if I purchased anything in the store that day 10% of my purchase would be donated to a children’s charity.
- West jet has made a tradition of creating Christmas Miracles for some of their passengers as part of their customer service for the holidays. Wouldn’t you like to be a passenger on this flight?
- Darlene Tenes, owner of Casa Q, spends one day at the end of the year baking cookies for all of her clients. To their surprise & delight, she ships them out in beautifully decorated boxes.
Whether you do something elaborate or simple, seize the opportunity to add a little something special to your customer service during the holidays! Also, do remember, you have customers who celebrate holidays other than Christmas, and some who don’t celebrate the holidays at all. Be sensitive to the diversity of your customers.
What about you? What are you doing in your workplace to enhance your customer service during the holidays? Comment below and let me know.
Donna Cutting is the author of two books on customer service, including her latest 501 Ways to Roll Out the Red Carpet for Your Customers: Easy-to-Implement Ideas to Inspire Loyalty, Get New Customers and Leave a Lasting Impression. As the Founder & CEO of Red-Carpet Learning Systems, Inc. she leads a team of customer service experts who provide tools and training to help leaders engage their teams to deliver a red carpet customer experience. She is a Certified Speaking Professional and is a great combination of customer service speaker and funny motivational speaker. For more customer service tips SUBSCRIBE to our YouTube channel and follow Donna on Twitter at @donnacutting.