The difference lies in the empathy staff members can tap into
The diving coach. Weekday landscape team. Senior-center program coordinator. What is the common denominator? The hearts that led these professionals to pursue jobs in parks and recreation. The pitfall? The job often entails an overwhelming number of tasks, where there never seems to be enough time. Some in the field forget they are providing service, and work then becomes transactional. It’s like a busy coffee-shop server who says, “Here ya go” instead of a more cheerful one who says, “Happy Tuesday! Enjoy your mocha latte, Cindy!”
The difference between transactions and experiences in the customer journey is knowing the difference and choosing. The experience-provider—the one who understands that every encounter can be a deal-breaker—is the one who knows that the “Happy Tuesday” approach is one we feel instead of think about.