Small Business Success

[#1]

It’s Amazing What a Random Act of Service Can Do…

Given the uncertainty of the economy, my husband and I, like many others, decided that is was time that we pay closer attention to our spending. We started by reevaluating many of the items that weren’t necessities and cutting them all together.  Next we compromised on items like “dinners out” and “shoe shopping”. 

 

And, when we do spend, particularly if it is discretionary, we expect the experience to be well worth the while. And, nothing is worse than after spending hours and maybe even days “negotiating” for that extra dinner out and then being disappointed! After having used all my negotiated “dinners out”, I managed to finagle one more!  I decided to try a new restaurant in our neighborhood.  Somewhat pricey, but had the reputation of being pretty good food.  We decided we would get carry out – that way it wouldn’t seem like we were “really” eating out.  We ordered our food, picked up our carry out, and went home.  The food smelled great!  We unpacked our bags, got prepared to eat – and, oh no – they forgot to give us our drinks.

 

We drove back as our delicious smelling food sat in our kitchen getting cold.  Well, we had to go back; it was their famous Sweet Tea.  Now, buyer’s remorse is setting in.  And, “you should have saved the money and just made a meal at home” was swirling around in my head.  I drove up to the carry out window and explain to the woman there that we had not received our drinks.  She immediately apologized.  I joked that our hand cut fries were home getting cold.  Without hesitation, she offered, “we prepare our fries to order, so if you have a couple of minutes, we will get you a fresh batch.”  I thought, “Why, that is nice. A little unexpected act of service.”  As we waited, the head chef came out and greeted us and questioned “I hear we forgot your drinks?” I responded, “Yes, but it’s not a problem.” He immediately replied, “It absolutely is a problem.  You couldn’t enjoy your meal the way you expected, but you’ll enjoy your desert!  What kind of pie do you like?”  Before I could answer, my husband yelped, “coconut!”  I chimed in, “Well, I was thinking chocolate.”  The Chef pointed and said, “chocolate for you, coconut for you, and I’ll have those fries right out!” “Wow”, I thought, “another random act of service”. I left a fan of the restaurant and became a fan of their pie!

 

This experience, not only left me with a great feeling about this restaurant, but now I’m anxious to patronize them again.  And, I’ve told everyone about the great experience I had.  It’s amazing what a little “service” can do! I don’t regret one cent that I’ve spent there. Even though we are watching every cent we spend more closely, when we do spend, this restaurant will be at the top of the list.

 

Customer service is one of the most important ingredients of building and sustaining a successful business. Look for ways to surprise your customers with unexpected acts of service .Great customer service not only creates loyal customers, but loyal customers that will recommend your business to others and fuel your success.