Every business claims to provide great customer service. However, what does that really mean? Have you trained everyone in your organization what great customer service is and what it really looks likes? Having a training strategy or plan is critical to your companies success in the 21st Century. Have you been to a Apple Store or Disney’s Magic Kingdom lately? Talk about superior customer service. Apple generates more revenue per square foot than any other retailer on the planet. Superior customer service doesn’t magically happen. It takes vision, leadership, dedication and superb execution.
I was at Perkins recently for a breakfast meeting with my friend Mark. It was 9:00 am. on a weekday and the place was packed as usual. Mark and I were greeted and seated with a smile. Within seconds our server, Mary, greeted us and asked us what we wanted to drink. Within minutes she had our drinks in hand and asked to take our order. Mark ordered first, a bowl of oatmeal. Mary responded with, “Sir, I’m really sorry, we had a run on oatmeal this morning and we are out. I am so sorry.” Mark responded jokingly, “Can you run out and get me some?” Mary said, “I can do you one better, I will go back to the kitchen and personally make it myself.” Mark and I thought she was kidding. Mary wasn’t kidding. She responded, “I would be happy to do that!” We were both floored. Within ten minutes Mark had his oatmeal and I had my omelette and pancakes. It was amazing!
Now, you may be thinking or asking yourself, “Was Perkins really out of oatmeal at 9:00 a.m. or did Mary really go back and make the oatmeal herself? I guess we will never know will we? It really doesn’t matter, does it?
What was the last time you wowed your customer and what can you do to make sure it happens every time?