And the difference is Attitude

And the difference is Attitude I retued a rental car at the airport yesterday. As the person who had been approached to see me, smiled (which shocked me) and said:? Hello Mr. Galler,? I was more upset that I did not? have no idea how he knew my name? obviously there was a way to identify my car, and then to me, at a distance. How was your trip, everything is OK with your car? he asked in a friendly, personal tone. ? Everything went well, I replied? ? Great? I hope? Ll see you soon. There are some bottles of water in the radiator in place for you? he told me that the shuttle terminal.As I made my exit from the establishment, the other two members of staff I was welcomed not so impersonal, a robot, but as if they really cared if I had a good experience with their product, which I really wished I retu.As shuttle on Saturday, I considered my experience. Their product and the price is about the same as their competitors. Why should I choose a car rental company to another? Simple, their attitude! They impressed me with their attitude? service, kindness, helpfulness, respect and courtesy. I noticed that the attitude of society in a jouey of more than a year and have used this company since a couple of times. I will continue to use if I need to rent a car, assuming that continue their magnificent attitude and competitiveness value.Where do not come from this attitude? It must be intentional, starting with senior management. Even if they do not come from any employee, as I observed the same attitude towards other areas of business, and I saw a face of many other competitors. And 'positive, friendly, helpful attitude is coming from the beginning. They intentionally hire people who can express this attitude, that the express train, and this is shown throughout their system of classes. Customer loyalty based on their service and their attitude is increasingly society. Your company can do the same if your management starts with an intentional difference.Larry Galler coaches and consults with high-performance executives, professionals and small and medium enterprises since 1993. He is the author of the long (every Sunday since November 2001) business column, "Front Lines with Larry Galler" Sign up for newsletter