I got served and I was not happy. I don't blame my server, she did exactly what she was supposed to do. She took my order, refilled my glass, and even gave me extra napkins when I asked. All in all, most people would be ecstatic when their server does precisely what they ask them to do. Most people complain about customer service and how nothing goes right at a restaurant.
I wanted more than that. I wanted my server to say, “Good morning, how are you today?” with a smile as I sat down at my table. Instead, she asked for my drink order, wrote it on her pad, and walked away. She did not smile and did not look happy about what I ordered (I ordered water with a lemon, by the way). I wanted her to put the napkins on the table and say, “Is there anything else I can do for you?” with an attitude that said that she wanted me to come back to the restaurant. Once again, she came by the table, put napkins on the table, and walked away. No conversation, no eye contact, just a bad attitude. I didn't want the bad attitude and lack of smiles. I wanted a customer experience.
Doesn't that sound wonderful? You walk into a place of business and the staff treats you like they want you to come back. They go out of their way to make you feel welcome and comfortable. When you enter they say,” Good afternoon, is there something we can help you with?” They smile and look excited to help you find what you're looking for. They want to help you find what you're looking for and won't stop until their mission is accomplished. Isn't that the kind of place you would recommend to friends and family?
Think about it: is that how you treat your customers? Do you give them a “magical” experience? Thanks to John Formica, I look for these customer experience opportunities. Be the business that your customers love to come to because they are welcomed again and again and they have a “magical” experience!
How do you make your customers feel “magical”? Let us know in the comments section!
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