I’m no quantum physicist. But, I do (I think) understand quantum leaps may be small in terms of space, but BIG in terms of effect. The same is true for customer service. I travel a lot. I interface with people delivering (often to me) customer service all day long. It is amazing to me, how small the leap is between horrible customer service and good customer service. And, how small the leap is between good and great customer service. These are quantum leaps.

Simple things like:

Engaging the customer in friendly banter

Pausing 10 seconds more, in the interaction, to make a joke or supply words of kindness

Creating value when the customer didn’t expect it




None of these are hard, unless you’re asleep at work.