When we order a steak at a restaurant, we ask for our steak with the appropriate fixings and cooked to order.
There is nothing in the order about the chef or the waiter. There is only the specifications of our order and the expectations the food will be everything promised on the menu.
The waiter being attentive, magically keeps our cup full, and cracking the right amount of jokes to be friendly without being too involved in our experience is a stylized personality bonus.
The chef stopping by to check on us and to make sure our food tastes right and more than meets our expectations. This is a bit of personality the restaurant offers.
When we encounter unexpected good personality, it is a massive bonus. We get to enjoy our experience knowing we are getting everything we ordered PLUS there is the added joy of the personality we cannot get anywhere else.
Where else do we go and the chef checks on us? Where else do we go and the waiter knows our name? Where else do we go and the experience is cooked to order and personalized, just a little bit, for us?
How are you personalizing each experience for people? How are you adding in a slight margin of human personality to your job? How can you add a human touch to your service? How can you add in a custom touch to make it better when your peers to stop by your desk?