Poetic Service

Adding to my recent Zapp-Omazing post.  I sent a thank you and link to Zappos for their remarkable service and received this rhythmic response.  Sing along or read out loud for the full effect and imagine this coming from one of your team members.  If not why not?  If not now, When?

Seasons Greetings, Randy!

Thank you for contacting the Zappos.com Customer Loyalty team. My name is Christian, but you can just call me your personal holiday elf who is happy to help one of our “holly jolly” VIP customers today!

From all of us here, Randy, do we now pen,
The deepest of pleasures we feel from bringing you zen.

It is our duty to provide the greatest experience to all,
And fills us with joy to hear of such a successful haul!

Should you need further assistance, please don’t hesitate to jingle,
We’re happy to help and are here 24/7 to mingle!

Thank you so much for relaying your praise;
It’s your appreciation that brightens our days.

Happy holidays to you, Randy! Thanks for the rockin’ review on your website!

Your magical Zapponian elf,

Christian M.

Positive emotional connections don’t happen through scripts, they happen through people.  Rob Cross author of the HBR article A Smarter Way to Network was able to quantify the impact of both energizers and de-energizers.  In a 15 year study Cross  found that those relationships that inspire, encourage and engage us are 4X as important as our informational or “Bridging Connections”.  On the other side of the coin their research determined that de-energizers, though often small in number, have double the negative emotional effect on us as do our energizers.

We hope you will surround yourself with energizing elves like Christian M. and Brooke T. this Holiday Season and always remember to add rhyme to your reason.