The Age of Going Viral –
The Good and the Very, Very Bad
With all the coverage of the coronavirus, it got me thinking about viruses and how easily they spread. There is nothing systematic about the spread of a virus, especially when it can be spread through the air. You don’t know who might come in contact with it and spread it to others.
Going Viral – Spreading Like a Virus
Going Viral in a Good Way
- Trader Joe’s Entertainment TeamA crying toddler in a shopping cart isn’t an unusual occurrence. Most of us have witnessed it in a grocery store, multiple times. It was the response of the Trader Joe’s employees that made this moment video-worthy and sent it viral. Instead of just ignoring the child, employees in the area of the checkout counter began singing and dancing. Their decision to engage the child with a fun distraction earned hundreds of thousands of views and a big thumbs-up for the grocery chain.
- Denny’s Restaurant Service to the DisabledWait staff who are friendly, courteous, and competent will always impress diners; the opposite will repel them. The staff at a Denny’s Restaurant in Las Vegas have gone far beyond these basics of good customer service. Visitors to Vegas witnessed and recorded the manager and wait staff interacting with a person with several disabilities. The staff took the time to communicate with the customer via a word board he carried with him. After delivering his order, the staff member spent some extra moments cutting the food into bite-sized pieces. In between waiting on other customers, the wait staff would stop at his table and feed him, something he couldn’t do on his own. Best of all – this wasn’t a one-time occurrence. No ad campaign that could achieve for Denny’s what this social media share did.
Each of these situations demonstrated the one thing consumers want more than anything in customer service – genuine, personal connection. They also demonstrate how far-reaching one action can be for your business.