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?