Just when you least expect it, you’re surprised and delighted by a lovely customer service experience.
Real World Story: It’s true! It happened just a few nights ago. My husband and I wanted to try out a new restaurant – new to us, that is – Pizza Nova. We walked in with no expectations of anything great. Like a lot of dining customers today, we are simply tired of being treated poorly and having to beg for what we want.
Within seconds of us entering the restaurant, the front-desk hostess acknowledged us with a lovely smile and walked us to our table. Before seating us, she asked if this table worked for us. How did she know my husband is picky? We were seated no more than 15 seconds before a waiter at the next table made eye contact with me, 
smiled and said, “I’ll be with you in a moment.” Hmmmmm, I was starting to get a good feeling about this place.
When our waiter finished with his other table, he approached ours with a huge smile and announced, “Hi. My name is Nick, and I’ll be taking care of you tonight. Can I start you off with a drink?” He was friendly and seemed genuinely interested in taking great care of us.
When my husband and I ordered two of the same type of salad, Nick advised us that we could save money by simply getting one large-sized order. Hmmmmm, now he’s trying to save us money? What’s happening here? This is fantastic!
Throughout our meal, we never had to ask for water refills. Nick just did it. When our large salad arrived, we didn’t have to ask for a second plate; Nick just brought it. We felt like Nick really cared if we had a good experience.
When I asked Nick about his fantastic service and where he got his pleasant behavior, he looked confused. He said that’s just how he is. Well, we need more people like Nick in customer service positions, wouldn’t you agree?
Strategies that Turn it Around: What happened that was so great?
- Immediate acknowledgment – as soon as we entered the restaurant and right after we were seated at our table, a staff member immediately acknowledged our presence.
- Quick introduction – Nick introduced himself when he got to our table, thus creating a personal connection.
- Pleasant smile – Nick looked and acted like he liked his job, and his smile was contagious.
- Be present and in the moment – Nick listened intently to us and wasn’t distracted by all the other tables and customers. By being present, he was able to make great recommendations.
- Extras – refilling water without us asking, giving us money-saving tips, and bringing us extra plates made us feel special.
Remember: 70% of the buying experience is based on how customers feel they are being treated. And a few customer-centric behaviors can create a long-lasting feeling of great service that makes customers feel special. Now that’s something you can put on your menu!
What do YOU or your staff do to create positive feelings about your company? Please share in the comments section below.