George Michael
The restaurant waiter sets down the plate of sushi and flashes me another broad smile. “What’s your favorite George Michael song?” I ask him. He doesn’t have to think long about it. He replies that he’s actually a bigger fan of Engelbert Humperdinck. But George Michael is his mother’s favorite, which is why he put that artist’s name on his name tag.
At the All-Inclusive Hard Rock Hotel in Mexico, where I’m staying for a cool speaking engagement, all the staff wear name tags. It’s something I also saw last year at the Disney hotel, where employees listed their passions next to their names—ranging from Russian to dogs to jazz music. At this hotel in Mexico, the staff member’s favorite artist is listed below their name. This fits perfectly with the hotel’s theme and makes it very easy to strike up a conversation.
Orlyss—that’s the waiter’s name—chatters cheerfully about Engelbert Humperdinck, his mother, and the connection to George Michael. To be completely honest, I don’t know any of the music by his big hero, Engelbert, and I admit that right away. He quickly changes the subject—because you shouldn’t embarrass a guest—and asks about my favorite music. It’s a good thing I don’t work at this hotel, because I’m not a fan of any one artist or band. I think about it for a moment; he points out with a wink that I look a bit grumpy when I’m thinking, and he bursts out laughing again. “Bruce Springsteen,” I say quickly.
This waiter is such a gift. Of course, he’s in a good mood, knows exactly how to serve, and knows the menu by heart. He’s a pro. But his employer made it easy for him to make that connection—thanks to that name tag featuring his favorite artist. It makes it so easy for me to strike up a conversation, connect with him, and have an even more enjoyable stay. Now that I think about it, I’m not sure I would have started a conversation otherwise. I probably would have just said “thank you” after my sushi and given him a small tip.
But not tonight. Orlyss is getting a great tip. Here’s the tip I’m giving you and every business in the Netherlands: make it easy for your staff with that name tag and put “something” underneath it. Favorite animal at the pet store, beauty vlogger at the perfume shop, or favorite car at the dealership. It’s a real conversation starter. It works at Disney, Hard Rock, and I’m sure it’ll work for you, too!
This blog was written for CustomerFirst and published on November 28, 2018
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Nienke Bloem is often referred to as the Customer Experience speaker in the blue dress.
She is a global CX thought leader, educator, and keynote speaker who inspires audiences with best practices and proven methodologies. She runs a speaking practice, a CX game company, and a training business; she lives and breathes Customer Experience and is the author of two books on CX.
Her two-day Customer Experience Masterclass is known as the best program to prepare for the CCXP, and she is the go-to person for CX leaders who want to advance their leadership and achieve immediate results from their Customer Experience transformation programs. Since 2020, she has been hosting a CX Leadership Masterminds program and helping leaders enhance their leadership skills and deliver an engaging CX story, including a solid CX strategy. In addition, she is a modern-day pilgrim and has drawn parallels between her journey and leading customer-centric transformations.
With over 20 years of corporate experience, she speaks the language of business. Her keynote speeches and training programs on customer experience are inspiring and practical. She is one of the few Recognized Training Partners of the CXPA, and her mission is to make customer experience work and help you achieve business results.
