The impact of a kind word
On Mother’s day of this year, my wife, my daughters, and I went in search of a digital camera. Having done a little research on our own, we had narrowed our choices down to a couple of manufacturers and models and the decision was made to make a purchase this weekend.
Questions and answers
We went to a couple of retailers who specialize in the camera trade and began to ask questions. Much to our surprise, we found the best, most knowledgeable, most helpful and friendliest representatives at Best Buy. We were so impressed with the two representatives that helped us that after we had completed our purchase, I asked to see the store manager.
I approached the store manager, introduced myself and told him how happy we were with the individuals who had assisted us in our purchasing decision. The manager thanked me, encouraged me to go online and fill out a survey and to note the names of the representatives on a submission form and then he took out his personal business card and told me to present it the next time I was in the store for a ten percent discount on any purchase.
Wow! That was not what I expected or wanted, but it made an impression with me.
Let’s eat
After leaving Best Buy, we headed over to Outback because that’s where my wife wanted to eat. The parking lot was full and people were milling around the front doors. I knew immediately we were in for a wait, I just didn’t have any idea how long it would be. I approached the matre’d and he informed me that the approximate waiting time for a table would be 70 -80 minutes. My wife noticed that there were a couple of empty tables in the bar area and we asked the matre’d about them. He said they were available on a “first come, first serve” basis. After a quick consult, we headed to one of the tables.
There was an empty beer bottle and a wet rag on the table. I quickly wiped the table down and put both the bottle and rag near the edge of the table. A few minutes later, a very harried waitress showed up and began apologizing for the dirty table and her tardiness. I said, “Stop, for just a minute.” She looked at me questioningly and I said, “we all want to wish you a happy Mother’s Day.” Her eyes lit up, her face beamed and she literally gushed appreciation.
Our service and food was excellent
To make a long story shorter, our food was excellent. Our service was quick and our waitress was very attentive. As if all this was not enough, while my wife and daughters were gone to the restroom and as I waited for our check, our waitress returned with a big bowl of ice cream, chocolate syrup, whip cream and a cherry. Gratis. Free. On the house.
I realize that desert did not represent a huge outlay to Outback, but the smiles of delight on the faces of my daughters were priceless. And to think that it all hinged on taking the time to genuinely say a few words of kindness.
Both of these instances illustrate that people appreciate being appreciated. It was a great opportunity to teach my children the power of a kind word.
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Chris:
I was very touched by today’s article. People are literally dying to be recognized and appreciated. Today’s customers can be rude and harried but when the occasional patron comes by with a kind word, they literally fall over themselves to let you know how much it meant to them.
GREAT ARTICLE! I loved it.
Stephen
Excellent! This post is exactly what everyone should know and understand about customer service. Customer service is not just a one way street, no matter how nice and attentive a service provider is, it always goes better with a friendly customer. A patron’s kind words not only improve the service that you receive, but broadcast out the same signal to the rest of the World to return the deed!
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