Have you ever wondered what the most common question customers ask employees might be? In my experience, it’s “Where’s the bathroom?” This simple question reveals a profound truth about customer service.
Imagine being asked this question repeatedly throughout your workday. By the time the 50th person asks, you might feel tempted to respond with frustration or impatience. But here’s the critical insight: that 50th person has no idea they’re the 50th person to ask that question. To them, it’s their first time asking, and they deserve the same enthusiasm and helpfulness as the first person who asked.
The Magic of First-Time Energy
This principle became crystal clear to me during my years performing magic shows at trade shows. I recall one particular engagement where I was hired for ten consecutive days, performing twelve 20-minute shows daily. That’s 120 shows of the same material!
After the final performance, my client approached me with a question that has stuck with me ever since: “How is it that after doing all those shows, you seem just as fresh as during the very first show?”
My answer was simple but powerful. I think about each audience individually. Everyone watching deserves my best effort and energy as if they were my first and only audience. After 119 shows, that final audience still deserved nothing less than my very best—my “first-time energy.”
Why First-Time Energy Matters in Customer Service
This concept applies directly to customer service. When we interact with customers, we must remember:
- Each customer is experiencing their interaction with us for the first time
- Their perception of our brand is being formed in that moment
- They have no awareness of how many similar interactions we’ve had that day
The quality of service shouldn’t diminish based on how many times we’ve answered the same question or solved the same problem. The 100th customer deserves the same enthusiasm as the first.
Maintaining Your First-Time Energy
How do we maintain this first-time energy throughout a long day of customer interactions? I’ve found these approaches helpful:
- Reset mentally between each customer interaction
- Remember that this is the customer’s first time having this specific experience
- Focus on the individual in front of you, not the pattern of interactions
- Take short breaks when possible to recharge
The ability to bring fresh energy to repetitive situations is what separates exceptional service professionals from average ones. It’s not about pretending—it’s about genuinely recognizing that each customer’s experience matters equally.
The Ripple Effect of Consistent Excellence
When we bring first-time energy to every interaction, we create a consistent experience that builds trust and loyalty. Customers sense when we’re genuinely engaged versus when we’re just going through the motions.
I’ve seen organizations transform their customer satisfaction scores simply by embracing this principle. When every team member commits to bringing their best to each interaction, regardless of how routine it might seem, the entire customer experience improves dramatically.
Think about your own experiences as a customer. You can tell when someone is treating you like “just another customer” versus when they’re fully present and engaged. Which experience makes you want to return?
After the final show, my client asked, “How is it that after doing all of those shows, you seem to be just as fresh as the very first show?”
This question from my client years ago continues to guide my approach to customer service. Whether I’m speaking to an audience of thousands or helping a single customer, I strive to bring that same first-time energy to every interaction.
The next time you find yourself answering that same question for the twentieth time today, remember: to this customer, it’s the first time. And how you respond will shape their entire perception of your organization. Give them your best—your first-time energy—every single time.
