Customer Service

Customer Service: It’s the Little Things

I was waiting for my car to get an oil change when I came to a near by unnamed coffee shop. I do not frequent it much because the food isnt that great to me and you have to pay for wifi (I love Panera Bread). Anyways, I needed a place to come sit, think, read and this was the closest place.

So, as I sat down, a gentleman was working on his Mac and must had been out of power and asked the waitress if there was an outlet close by.

She said, “No, but I can get you this extension cord, we arent using it.”

The gentleman refused, “No, No, its ok. I can make do. It is ok.”

But she insisted, “No, really, we arent using it. Let me get it.”

Fianlly the gentleman accepted and the waitress went and got the powercord, plugged it in and ran the wire to him. He didnt even have to get up. He plugged his computer and never skipped a beat.

The critical prinicpal in all of this is, the waitress did whatever she could to meet the need. That was not in her job description, she serves coffee. But meeting that need not only keeps the gentleman here and perhaps has him purchase something today. But an emotional attachment is made today, he knows that the people at this coffee shop, they care and they serve.
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