Engineering the Customer Experience
Impeccable service doesn’t mean responding to the needs of your customers & clients … it means ANTICIPATING their needs. When they start saying, “You’ve thought of everything,” you’ll know you’ve got it. Well done.
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[…] “Customers don’t always know what they want. The decline in coffee-drinking was due to the fact that most of the coffee people bought was stale and they weren’t enjoying it. Once they tasted ours and experienced what we call “the third place”.. a gathering place between home and work where they were treated with respect.. they found we were filling a need they didn’t know they had.” […]
That’s a great distinction between responding to your customers and anticipating their needs. Thanks for the TIP!
Great 1st tip. Can’t wait for more to flow!
One of my most memorable dining experiences as a kid was in a place that totally did that. They knew what I needed before I did… very fancy Italian place with all kinds of layers of service, but that stuck out in my memory, just being very well taken care of…great point.
@Shawn: so glad you like that distinction. It can be a game changer.
@Masoud: Thanks. Me too 😉
@ChefTony: amazing how much of an impact that best practice had on you.
Thanks for sharing, everyone.
It can be as game changing as what Steve Jobs did with the iphone or a simple of never having to ask to have your drink refilled in a restaurant.
@John: yes, spot on!