Today, I want to share with you a great customer experience I had last week.
There is a little bit of build up to the story, so bear with me…
I won’t bore you with the gory details why, but I am on a hugely restrictive diet at the moment – no gluten, no yeast, no dairy, no sugar, plus a host of other no go’s like onion, garlic… Yup, the list feels like it goes on forever!
But this isn’t about my food habits, so let’s crack on…
I met a friend last Monday at a pub where we often meet. It’s ideal as it is more or less half way between us. Having got there first, I ordered a drink and my pal soon arrived.
She got her drink and we were told by the waitress that because it was Mother’s Day, the previous day, they had run out of lots of menu choices. She reeled off some of them, and I think it would be fair to say we switched off, because the list seemed so long. Everything my friend tried to order seemed unavailable, meanwhile I had already identified there was really only one choice for me.
We placed our order, only to be told by the waitress a minute or two later, that they had just sold the last one of what I had ordered. We left the restaurant. To be fair, the waitress was apologetic, and did not charge for our drinks.
However, what happened next shows what could have happened at this pub
We drove approximately half a mile down the road to another pub. When we were seated I could see the menu was going to be a problem, but with a number of adjustments it could work.
I explained very apologetically to the waitress that I was on a restrictive diet. She was friendly, warm and helpful. She wasn’t at all phased by it, saying her boyfriend’s mother had the same problem. She was very confident that the chef would have no problem accommodating my needs.
Back she came a few minutes later to say chef was happy to help, but was worried my food would be a little bland. Would I like a dressing? Regrettably, delicious though it sounded, I had to decline. Another smile, and another reassurance it wasn’t a problem.
The food came and it was delicious. My friend assured me both her main and dessert were great too. We were both delighted with the experience, and very happy to leave a tip.
You may well be wondering just why I have bothered to share this with you.
Well, customer experience is all about perceptions, service and delivery. I have demonstrated to you how this can go wrong, and the effect it has on the customer when it goes right.
So, maybe it is time for you to look at your business with fresh eyes
Are you missing a trick? Are you keeping an eye on the competition? What can you do to help your customers? Are your team well trained and a good advert for your business?
Are you making sure your customers have a great experience every time they do business with you?
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