Adaptable Service


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There is a lizard living near the deck off my bedroom. And, he absolutely drives the cat crazy! I say “he” because this species of lizard (called Anoles) has a bright pink throat only males display like a fan when territorially threatened. Since he frequently gets within inches of the cat (separated only by a screen), it is easy to see his warning often.

The most fascinating feature of the Anoles lizard is his ability to change color based on the conditions. He is bright green on the white deck; drab brown on the side of tree…all instrumental in creating a camouflage to protect from a hungry hawk. And, the change in color happens quickly!

It is a strong lesson for great customer service. Customers expect service providers to be adaptable. Customers expect an enthusiastic greeting like the one they received at Disneyworld; and, they expect sincere, noticeably concerned empathy when registering a disappointment. When customers are in a hurry; they expect the slow-as-a-turtle service provider to show instant agility. And, regardless of the task capturing their focus, customers expect them to be able to change as fast as a lizard changing colors. How can you be more adaptable in responding to your unique customers with their unique requirements?

Chip Bell
Chip R. Bell is the founder of the Chip Bell Group ( and a renowned keynote speaker and customer loyalty consultant. Dr. Bell has authored several best-selling books including The 9 1/2 Principles of Innovative Service and, with John Patterson, Take Their Breath Away. His newest book, Sprinkles: Creating Awesome Experiences Through Innovative Service, will be released in February.


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