In one of my seminars I explain that customers are too busy to notice service that's simply good; it needs to be REMARKable. Interestingly, my family did have a remarkable experience last weekend in a highway restaurant. When we ordered, the waitress explained that two of our choices weren't available, so we settled on alternatives. Unfortunately, she returned twice from the kitchen apologizing that some of the side dishes weren't available either, and asked if we'd accept substitutions. No big deal to us but with the last substitution she added, "Because of the inconvenience we'd like to buy you all dessert." Ice cream never tasted so good! Result - not only will we return, I also just told you and thousands of others about the Heritage Inn Restaurant in High River, Alberta. The irony is if it wasn't for the negative circumstances, their service wouldn't have been so noticeably good. The key is to address customers' concerns even when they don't express them.
Today's Chuckle:
Repentance is sorrow for the deed... not for getting caught.
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Jeff Mowatt, B.Comm., CSP is a professional speaker and best-selling author who works with organizations who want to strengthen customer loyalty, increase spending per customer, and recharge customer service teamwork. To inquire about engaging Jeff for your team, email us at info@jeffmowatt.com or call toll free 1-800-JMowatt (566-9288). Web: www.JeffMowatt.com
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