5-Star Service: Part II

When my husband and I recently celebrated our fifth wedding anniversary, we decided to try a new restaurant here in Winnipeg.  My husband called to make the reservations and when the big day arrived, off we went.  It was fine and met our expectations. The service was prompt and friendly and the food was tasty. If someone suggested going back, we would have no reservations about doing so.  We are not raving fans, but we have no complaints.

Compare that to an experience a colleague shared with me.  He and his wife were celebrating their first anniversary. When he called to make the reservation, he was asked if they were celebrating a special occasion.  He told them it was their anniversary dinner. The food was wonderful, the service prompt and friendly.  But what they remember most and continue to talk about, are the customized place cards that were on the table when they arrived. The cards congratulated them, by name, on their first wedding anniversary. It was a small, simple gesture that made them feel extra special that evening.

Five-star service does not mean bow ties and white gloves. It is an attitude, a devoted, relentless and obsessive pursuit of creating memorable customer experiences. It is pride and a desire to go “aboveandbeyond”.  (Thanks Broc & Greg!)

Think about your business.  Talk to your team. What can you do to make your customer’s experience move from good to unforgettable? What opportunities are being lost to gain some additional insight about your customers so you and your team can create customized experiences, just for them?

4 thoughts on “5-Star Service: Part II

  1. Laurie,

    Wow, that’s an impressive restaurant! Very classy.

    It’s really interesting how this didn’t take a lot of time to do. It was really about “caring” as Broc mentioned in his comment.

    Thanks for sharing this inspirational story. And I appreciate the mention in the post (that’s a great example of “caring”)!

    • Thanks Greg. You’re right. It didn’t really take much and yet that little extra step showed they cared and wanted to make the moment memorable. I think sometimes we get so caught up on finding the “big” stuff we forget the small, personal touches that can make a big impact.

  2. “Creating memorable customer experiences.” Love it. The other day I read a comment which said that satisfying customers does not create a competitive advantage (Darren Hardy, I think). That is, a satisfied customer is just the baseline. A frustrated customer likely won’t come back. A satisfied customer might. Or might not. Adequate doesn’t inspire action. Standing out, creating competitive advantage requires wowing – a memorable experience. And, as you point out, it doesn’t really have to require extra expense or super over the top effort. Just caring. That’s all.

    I suspect that the questions to ask the team (and our customers) are: What would make this special? What would make it memorable? What are three things we could do that are free that would make the customer feel like they were super important?

    • Great questions. I also like your reference to asking our customers those same questions. It’s easy to fall into the trap of thinking that our idea of memorable is also their idea of memorable and we could be wrong!

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