Does your business offer remarkable service? If not, have you at least experienced remarkable service?
I have become so focused on observing how all types of businesses deliver their customer service that it is becoming second nature to me. It really can’t be that hard…or is it? The sad reality is that when an average business delivers “average” service they don’t seem to be straining themselves to lift your customer service experience. On the other hand, some of the best businesses that consistently deliver remarkable service don’t seem to have to strain very hard either. It looks effortless!
During a recent vacation in Palm Springs we decided to grab a quick bite at a small restaurant after arriving. We entered and no one seated us or acknowledged us. After about a 5-7 minute wait a server came to our table and threw four menus on the table, saying, “would you like something to drink?” Wow, such a warm start. After we ordered it took a long time to get our food. We were ok simply because we were relaxed and on vacation. We overheard another table ask for their drink order. The server replied: “I can’t make my bartender go any faster.” No acknowledgement of slow service, just a fast comment that the bartender appears to care about awesome service as much as the server does.
After our lunch we needed to stock up on groceries for the week and went to a nearby Albertsons, which is a supermarket. There were tons of people and the shelves were packed with great food. We stopped by the deli and before we came within 5 feet of the counter, a young man came right up to his side of the counter and said: “good day folks, is there anything that I can help you with?” Ok, a nice first impression of this store. Five minutes later we appeared to be looking a long time at the dairy section. A young man came up, and without being asked, and said: “is there anything that I can help you with?” Ok, now we are seeing consistency and overall great service.
Remarkable service can’t be that hard and isn’t that hard. In the case of Albertsons great service I am remarking about it in this blog and I would imagine that they get lots of remarks about their customer service. A consistent service approach that customers positively remark about can transform your business and make it truly remarkable!