Word Of the Week #6: Memorable

April 20, 2009 by  

Memorable: worthy of being remembered: impressive.

You can’t move up if you don’t stand out! With so much competition, you have to stand out in your customers and guests minds, so they want to come back.

Creative & Memorable

Creative & Memorable

Memorable service is going that little extra step. For example, when you go to a store and ask for help finding an item and an employee walks you to the exact location (rather than just pointing/telling) he or she is going the extra step to make your experience memorable. Today, we are accustomed to mediocre service and think about it…it’s not that hard to stand out and leave a positive impression!

Mediocre is going through the motions and memorable is creating an emotion. What can you do to be more memorable this week?

Ask yourself each day, “Do I want to be mediocre or memorable?” Focus on what you are displaying and how it is making the people around you feel!

Reader Responses

 “Susan, how I create memorable experiences every day is by inviting our members to complain! Yes, complain! I have written an article in our club’s newsletter and requested from the members a gift: the gift of a complaint. It is amazing what effect that had! There is a book on the market that addresses this very issue. I believe it is: The Gift of a complaint or The complaint as a gift. I read it so long ago and have been living by its principles that it has become second nature. A former chairperson of the Food and Beverage Committee felt sorry for me at The Country Club of Virginia some 12 years ago and recommended to me to read the book (which he gave me a copy of) so I could more easily handle the avalanche of complaints from our 7.000 plus members. A true story! 

PS: When I was interviewed by the FL search committee, and was asked how I felt about complaints, I told them that I love complaints (which I had to explain to the uninformed committee members). Later on, one of the members recommending me to the board told me that my view on complaints was so different from everybody else…..Now, Susan, you know the end of the story!”
— Kurt Bishofberger

“Success seems to be largely a matter of hanging on after others have let go. You can either complain that rose bushes have thorns – or rejoice that thorn bushes have roses.” — John Beck

“Memorable! A memorable experience can be twofold. On the positive side, I truly believe that providing top-notch customer service will make youmemorable. If you go out of your way to make your customer or client feel that they are important, and you do your very best to make sure that they
are satisfied with your services or product, they ill remember you in a positive way. I’ve found that even if you are not always right or make mistakes, as long as you “cheerfully” do your best to correct the situation, that is what most customers or clients will remember.

Unfortunately, if your customer or client has a bad experience with you, it will be even more memorable. A memorable experience (whether good or bad) will result in word-of-mouth advertising. It is your brand of customer service that makes you memorable. Whether or not you have a customer service policy in place, you are still providing customer service in one way or another. The question is, will your brand of customer service make you memorable in a positive way or in a negative way.” — Terry L. Green