Hey Chach,

It sounds like even without a formal system, you had the most important ingredient — the team was responsive and cared enough to make it happen. I actually wonder if there might be some sort of technology based system nowadays that would make it feasible.

Thanks again. And happy holidays to you as well!

Hey, thanks Adam.

I’m not sure I would quite call it a system because it was based a lot of individual effort. Some people could remember more than others. And, when there’s a lot of customer’s coming in at once and we’d have to keep moving the cars in (so it wouldn’t back up the main road), there’s no way we’d remember everyone.

It would be really cool if there was a cheap way to make it a system where you could just plug in someone and have it executed.

Anyway, it was your point of anticipating the customer’s want’s / needs that made me give this story.

Happy Holidays Adam,
-C

Chach,

What a great comment! Thanks so much for taking the time to share it.

I am a HUGE fan of hidden systems like you used at the valet department to anticipate the customer and give them what they want before they even ask! That never fails to make a huge impression!

Thanks again!

I have what might qualify as remarkable service.

Back in the day, I used to work at a restaurant. We had a lot of repeat customers so we never had “customers,” we had friends. We still provided the normal services but the relationship was not “fake.” It was like, hey, I know you personally, and we treated them on a very “real” level. First names were used, non-businesss conversations took place, and they felt important.

But that was not what stood out the most.

I worked in the valet department. The usual routine with any valet service is to get the claim ticket, and then retrieve the car for the customer.

However, following the lead of my supervisor, we went a step beyond.

We made an effort to remember EACH customer (although, it’s impossible when there is a rush) as they came in. Then, when we saw them leaving the tables (or coming out the front door), we would run to grab their car (since we purposely remembered it) and have it ready and running by the time they got to us. Nothing is perfect but I’d say we did this 80-90% of the time.

Needless to say, customers were amazed and said things like, “WOW! How did you know we were coming out. Now, THAT’S service!”

Thanks for this post!

-C

I remember the Chick fil A post, and saw Kaarina’s (just hadn’t had chance to read it yet). Customer service always comes back to thinking like a customer, seeing things from their side doesn’t it? FWIW.

Davina, your two examples made me laugh, because I have posts related to both of them! You’ll have to check out Kaarina’s guest both about her root canal (close enough to wisdom teeth!) http://intensefence.com/customer-service-stories/customer-service-stories-getting-to-the-root-of-customer-service/ and also, the first blog post I did on customer service was about a Chik-Fil-A manager directing traffic in the parking lot at rush hour http://intensefence.com/customer-service-stories/chick-fil-a-does-customer-service-in-a-parking-lot/.

And you’re spot on — “planning and anticipation, thinking ahead” are so crucial to creating that customer experience. It has to begin as a proactive process, no matter what comes after.

Two examples of unexpected excellent service that recently stood out to me, FWIW:

1) I had my wisdom teeth pulled (ouch!) and as part of the service, offered Bose headphones for my iPod to help distract me. Wasn’t expecting it but very nice.
2) A couple of weeks ago, a small delay getting breakfast.. not even that, just a busy morning. Without prompting the manager gave me a card for a free biscuit next time. I tweeted what my sister and I discussed, “Chick fil A is the Disney of fast food.” Had a nice chat w/ a former Disney employee about that, who totally got what I was saying.

I agree. Like always – balance between the two extremes is the best. Not too cold, but not too close.