Customer Loyalty Newsletter - July 2019

CUSTOMER LOYALTY | JULY 2019 | ISSUE 33 8 Customer Service That Will Put a Smile on Your Face -An Article by Gregory Ciotti

Under Wendy’s umbrella Posted on Reddit without any additional details or a follow-up, the submitter was at least able to capture a really heartwarming moment: amidst a pretty harsh rainstorm, a Wendy’s employee went outside, removed an umbrella from one of the tables, and walked an elderly man to his car. Being a good citizen is about more than giving people discounts or refunds when they’ve had bad experiences. Sometimes, you need to go even further and extend empathy and a helping hand.

The Pom-Pom Pearl fan club While a boisterous personality isn’t for everyone, it’s hard to resist “Pom-Pom” Pearl Weaver’s charm and enthusiasm. The 89-year- old Arby’s employee draws fans from all around, the local press even giving some well-deserved attention to a woman who was truly passionate about making people’s day: to go even further and extend empathy and a helping hand. “Whenever anyone—young and old alike—steps up to the counter, Weaver waves a blue-and-white pompom and chirps “Hi every- body, welcome to Arby’s!” writes Lara Brenckle. “She’s fantastic,” said the store’s general manager Christian Stakes. “I don’t want to diminish what she does, but she’s the mascot. If she’s off for a week, people ask about her.” Weaver herself attributes her attitude to her upbringing. “As one of 11 children,” she says, “there was always plenty to do.” In a service business, it’s crucial to have people on your team that do more than represent your current culture—you need to have people who push the culture you have forward. Find people who represent your brand well and keep them around.