Are You Dining Alone?
August 18, 2009
Many businesses spend considerable amounts of money putting into place complex customer satisfaction programs. But many times the most effective ideas are also the simplest.
The real challenge in retaining customers is to find innovative ways to “go the extra mile” and exceed your customers’ expectations. Sometimes the best approach to accomplish this can be fairly straightforward.
I was at a hotel earlier this year to present a program on organizational effectiveness. One of the perks of being on the road is that I get to enjoy a variety of great restaurants. One of the drawbacks is that I have to enjoy them alone.
When I entered the restaurant in the hotel that evening, I was promptly seated at a table for four and watched as the waitress removed the other three place settings.
Shortly thereafter, a woman approached the table holding three or four magazines. She introduced herself as the manager of the restaurant and asked if I was dining alone. I said that I was. She then asked if I would like something to read during dinner, and offered me a selection of business magazines. This was a nice surprise, and I took a few of them to look through.
I have been traveling extensively for several years now. Yet in all that time, in all the restaurants where I have eaten alone, no one has ever recognized that I might like something to keep me occupied during dinner.
I asked the manager where she got the idea to do this, and she smiled broadly and said that she had thought it up herself. I thanked her for her thoughtfulness and mentioned her creativity to the hotel’s general manager the next day.
Many businesses spend considerable amounts of money putting into place complex customer satisfaction programs. But many times the most effective ideas are also the simplest. Take a good look at your customers. See if you can find ways to help meet their hidden needs. You’ll be amazed at how easy it is to delight your customers.
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