Trickle-down Customer Relationship Management?

At a restaurant this evening, one not especially known for its personal attention, my eight-year-old and I heard the manager introducing herself and discussing the meal with patrons in the next booth.

My daughter says, in a low voice:

Very nice manager.

It affects how her customers feel.”

Why? I ask.

Because. It makes them cheery.”

(You know you talk about your profession too much at home when…)

From the mouths of babes, today’s lesson in Experience Design.

Grow and be well,

Kelly Erickson