Service providers in the industry go through a certain routines with customers each day. It becomes second nature and they become proficient in the task, then it begins to slip. We begin to rely on muscle memory and begin to operate in the Unconscious Competence quadrant. Some examples of this I have experienced are:

•  My doctor doing the post opp exam on my shoulder
• The booking agent at a hotel or rental car
• The check out person at a supermarket
• And my pet hate the waiter singers at the local Spur restaurant

Each of these people had done the task so many times that they did not even look at me during the service. They gaze off into space or ignore you as they go about their repetitive duties. Remember that it may be the 1000^th time you are doing the task but it may be the first for your customer, be present and be real. I feel for the poor kids who look forward to their sparkler in the ice cream and their one time of the year when all focus is on them, and all they get is a bunch of non-present waiters clapping and shouting some sort of chant they hardly remember the words to whilst watching the sport on the TV or trying to remember if they have delivered the drinks to their other more important tables.

What a difference it makes to be served by someone who looks you in the eyes and seeks to have a relationship with you, even for those few seconds. “Good morning sir, how are you today, what can I get you?” Is it too much to ask?