Posts Tagged 'customer experience'

Nice Job Chick-fil-A!

chickfila-cowQuick sighting of excellent customer service I couldn’t pass up:  Yesterday, I went to our local Chick-fil-A drive thru and it was packed…I mean wrapped 1.5 times around the building packed.    Here’s what they did to make me thrilled with my wait:

  1. The line was so long that the people pulling away from the window with their food were having to drive through the line of cars waiting in line to order.  They had a full time person directing traffic to get them out safely and to help people pull into and out of parking spaces safely and quickly.
  2. As I got in line, a young man with a menu came and took my order and handed me a piece of paper with my order on it.
  3. Next, as I approached the next Chick-fil-A guy, he took my paper with my order on it, called it in and told me my total.
  4. Then I pulled up to window number one and gave them my money.
  5. Finally, I pulled up to window number two where my food was waiting.

All of this took maybe 5 or 6 minutes max.  Not only was all of this fast, and my food hot and fresh and my order correct; but they did all of this with tons of enthusiasm and confidence.  Nice job!

“The best job goes to the person who can get it done without passing the buck or coming back with excuses.”  ~ Napoleon Hill

Tern On Yuor Spill Chuck Fur Krying Owt Luod

Today’s post is so simple that I hesitate to go here…but I am going none the less.  If you are in business, very few mistakes will kick your credibility in the stomach the way misspellings can.  Now I hesitate to throw the first stone here because I am by no means an expert in grammar and I have never won a spelling bee.  But I do recognize the importance of how written communication can affect the perception others have of me.  

Now to give you a little breathing room, most people you deal with are not grammar experts.  An occasional “I” instead of “me” is not going to train wreck your relationship.  But most people will recognize horribly misspelled words.  If a client is strongly considering working with you to help them invest, make a purchase, build an expensive home, defend a lawsuit, or do surgery…obviously misspelled words in your written correspondence says several bad things about you.  First, it says you may not be as smart as they want you to be.  Second, it says that you miss details and that you may miss important details on the project they are considering you for.  Third, it says that you were either too lazy or in too big of a hurry to turn on spell check.  For those of us who are phonetically challenged, spell check is a must.  And if a particular document like a resume or a bid on a large job are involved, go an extra step to have one or two other people review it for typos, grammatical errors, and an overall flow that is easy to read and understand.

The bad news is that most people are not going to tell you that you’ve lost their trust based on your inability to spell.  The good news is that if you have done this before, you are in good company and the problem is easily solved and will impact the perception others have of you immediately.

“Fast is fine, but accuracy is everything.” ~ Wyatt Earp

Seize The Moment!

This week’s lesson is worth the entire price of admission!  : )  If you are looking for a competitive edge in the area of customer experience, this is it.  From day one, we are taught that in business you don’t get what you deserve; but rather what you negotiate.  You negotiate with your clients exactly what they will pay and exactly what they will get in return.  But I read something in Jack Welch’s Straight From The Gut a few years ago that I have found to be HUGE.  That is giving your client an unexpected, unrequested “extra” once the deal is done. 

An example of this is that just today, I was at an event our company is doing at a local resort.  Twenty five of my top clients were in attendance and I was there to personally welcome them.  I was looking for a way to do something extra for them; but honestly our team had done such a good job already I was struggling to find what I needed.  Then just before I left for the office, I heard that lunch was not provided and that attendees had only an hour to get lunch and get back.  This is nearly impossible in this area with a large group.  Bingo!  I headed straight for the Hotel restaurant and found the manager.  Within 15 minutes, we had arranged for 25 of our top clients to have a specially prepared lunch on the patio on a gorgeous fall Tennessee day.

The lunch was good, the convenience was very helpful; but that’s not what made these clients feel special.  It was that they got a private note from one of our staff during the event just before lunch time that I had taken care of everything.  Not only did this solve a big problem for them, but it was spontaneous and most importantly unexpected.  The clients were floored and I had made a huge deposit in our “relationship account” that said they were worth far more than any agreed upon terms of business.

Don’t miss these.  These opportunities come quickly and without notice.  If you are not watching for them, they will get away.  Keep your eyes open for spontaneous, unexpected ways to give friends, spouses, and clients more than they asked for.  The extra 2% effort will communicate trust and appreciation. 

Minor things can become moments of great revelation when encountered for the first time.  ~ Margot Fonteyn


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