Three ways your service can become “remarkable”

chasePeople have dining experiences every day. Some are quick and on-the-go while others allow time to savor the flavors, company and sometimes, even your server. I had that experience recently and love to share it in the hopes that 1) you enjoy the story, 2) someone can receive positive feedback by doing something remarkable, and 3) provide some insights that may help your team grow in some way.

This particular story happened in Nashville at a Rolf & Daughters, a locally-owned restaurant that has captured the interests of foodies around town. What grabbed my attention was our server, Chase.

Why? When we asked her about the menu a surprising reaction occurred. Her face LIT UP as she described the various items on the menu. And when I say LIT UP, there was a visible change in her facial expression, her eyes, her voice and her energy.

Chase,who has been with the restaurant since it opened, described in detail, using visual adjectives for each entree we questioned. We could visualize the food as she spoke. She loved the food and wanted us to do the same. And we did.

Needless to say, we ordered her recommendations and had a lovely meal. But honestly, it was Chase who made the experience remarkable.

So, why did she stand out? I think there are several reasons:
She believed in their product.
Chase told us she had tried everything on the menu so she would be able to describe it to patrons. She paid attention to how the food items were prepared so she could describe them in a way that made the food come alive. Truth: When you believe in your product or service, your customers know.

We were her priority.
Chase was responsible for several tables that evening but she consistently ensured we were taken care of. And we had a request or need, she took care of us quickly. Why? We were her priority (in fact, every customer was). It’s why she was there. Truth: When customers are a priority, they feel it.

She was a pleasure.
This last principle is the fun “people skills stuff”. Did Chase smile? Yes. Was she friendly? Yes. Was she attentive? Yes. Did she make us feel welcome? Yes. And the list goes on and on. Chase is in a role of customer service and she does it well. Truth: Every member of your team is in customer service.

It doesn’t really matter what services or products your business provide. But what does matter is this question: who is your “Chase”? You need one..or two..or ten!  When you do, the most important people will notice:  your customers.

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