Often, the only difference between a good company and a great company is the extra effort employees make for their customers.
All too often we experience the scenario of walking into a store where the employee behind the cash register looks at you and gives a little nod – their way of saying “Hello”. One wonders how much effort it would take for that same employee to step out and greet you, asking “Can I help you find something specific today?”
Most of us have been in the situation where we’ve asked for something specific in a restaurant. Some people are vegetarian or vegan, some have food allergies, others choose to eat healthy and prefer not to have certain foods on their plate. Whether you return to that restaurant, or not, will depend on how your request is received by restaurant staff, and sadly, many restaurants fail dismally with their customer service. Vegetarian and vegan diners in particular often receive very poor service, and indeed a lack of options, in restaurants that choose not to cater to every taste. When restaurant staff happily agree to substitute or omit certain foods to appease different diners, it’s always greatly appreciated. The result is that diners will return again and again to these restaurants because they’ve received excellent customer service.
The truth is that very little effort is required for restaurant staff, including the chef, to provide that little extra attention to its valued customers, so the question remains: Why do so many restaurants refuse to do so?
It’s the Small Things That Count when it comes to customer service!
Sometimes it’s easy to spot the big problems and complaints, because these obviously need fixing; however, in reality, it’s the little things that irk customers. Small disappointments and lack of good customer service add up to customers having a negative experience, often resulting in the customer walking away with a vow to never return.
So, what’s the lesson here? Find ways to say yes to your customers, instead of no.
Don’t take the easy way out. Offer your customers that little bit extra, because that’s all it takes. If your customer has a special request, welcome it, and find a way to satisfy their need. Their request should not be treated as a nuisance to you, rather it should be viewed as an opportunity to excel at what you do.
Use every opportunity that arises to provide your valued customers with the best customer service they’ve ever received. All you need to do is make each and every customer feel special!