This week, I’m filming video training for a client in Southern California. Each morning before we shoot, I get treated to makeup art by Christina, a talented, gorgeous and charismatic makeup artist.
The first day I worked with Christina, she asked me about what I teach in my videos and training classes. “I help frontline employees deliver the best possible customer experience,” I said. “Usually, I’m focused on helping people show concern and empathy and on handling difficult situations with diplomacy and tact.”
It turns out, Christina is not just an amazing makeup artist; she knows a thing or two about customer service. “When I worked at Nordstrom,” she told me, “I would notice how stingy my employees would be when customers would ask for makeup samples. But then if the same employees had a friend or their mother come in, they were so generous, friendly and fun. They’d be like, ‘Mom, you have to try this; let me give you these to take home!’”