Have you ever noticed that nearly every retailer or service provider, when challenged to articulate their point of difference, will jump to "superior customer service" -- yet, so few actually deliver at the point of sale?
As consumers, we've become so accustomed to very average customer service that when we get just-good service, we're blown away. Really great service, a little personal attention, makes for loyal customers and repeat visits. How hard is it to smile, welcome someone in and simply say thank you? Sounds easy, but how many times does it really happen?
My lunch experience today is a good example. I walked downtown to KC's glistening Power & Light District to try one of the cookie-cutter mexican chains. They weren't that busy and the food was decent. When I was ready to pay and head back to the office, I couldn't get my waiter's attention. He had moved behind the bar, feet propped up, checking his iPhone, looking uber-hip in his printed T and stocking cap while he chatted with a PYT at the counter. So, I left my table, stood at the bar -- just me and the babe -- and waited patiently for him to look my way. I didn't cough or make wild motions, just waited like a nice boy from western Kansas. After quite some time, he finally looked my way and I handed him my credit card. No "sorry" from him, but he promptly ran the card. After I signed, I said "Thank You" and he replied, "No worries."
How friggin' backwards is that whole scenario?
Was it horrible service? No. Can I not wait to go back again and recommend it to friends? No. They just don't get it. A little attention could have changed the entire relationship.
On the other hand, Manny gets it. Manny's is a local, independent mexican restuarant run by Manny and his family. They're packed every day, sometimes with a full reception area of people willing to wait 20 minutes for a seat over lunch. When Manny is there, he greets everyone personally. When it's packed, he still looks for regular customers and seats them immediately. He knows his regulars and gives them special treatment. Calls them "boss" or "partner" in front of their friends and stuff like that. Makes them feel like bigshots. I'm a regular. When I take friends or clients to Manny's, I feel like Henry Hill at The Copa in Goodfellas. Even if it wasn't the best mexican food in town, I'll keep going back to Manny's because of the way he makes me feel. He gets that, and he makes dozens of people feel that way everyday.
The big chains could learn a lot from Manny.
Where do you get great or not-so-great service?
6 comments:
I used to get great service at Smokin' Joes before the rats at the order taker folks.
Oh yeah, and I still do get amazing personal service from my service writer (I think that's a terrible term for the person who takes the time to get to know you and your car) at VW Northtowne.
A big shout out to Jenn. Even Deanna likes her.
The interesting thing about Manny's is that they're happy to offer great customer service to good customers, but they also don't hesitate to refuse service to someone who's being a complete pain.
In general, my husband and I make a special point of seeking out restaurants with superior service. We still miss Ameed from the long-closed Smokehouse BBQ at SM Pkwy. and Quivira. He was our favorite waiter ever.
One thing your Manny's vs. Tengo Sed illustration points out is that higher price doesn't equate to better service. It used to 30 years ago, but not anymore. Looking forward to becoming a regular at Sonny's.
El Sir
Interesting point, Average Jane. I've never seen that at Manny's. But, maybe that's a good thing.
Welcome to Sonny's, El Sir. Always good to have royalty in the house.
First drink's on me.
Post a Comment