Service with a side of Heath Bar!

Nashville really has some great entertainment options.  I recently saw Beauty and the Beast at TPAC and of course, dinner before the show made for a perfect evening.  We chose Demos’, a downtown favorite for locals.  Everything on the menu is great but honestly, I go for the salad and bread (awesome combo).  We had the pleasure of sitting in Brittany’s section and what a delight she was!

As you can see in her picture, Brittany is all smiles and our experience with her was all smiles too.  So, what does the Heath Bar have to do with customer service? Well, after our salad and rolls (our meal), Brittany asked us if we wanted dessert.  As she described the options, she mentioned the cheesecake could be served with Heath Bar bits on top.  We really were full from dinner but that “little taste” of something sweet sounded good.  So in jest  we asked if it was possible to just get the Heath Bar bits.  And with that she paused and said,”Hmmm…that’s a great question. I’ll be right back!”  About 4 minutes later she showed back up at our table with a small bowl of, you guessed it, Heath Bar bits.  She laughed and said, “I told the kitchen you have to give me the Heath Bar!”  It was a first to receive that request but certainly not her first to wow a customer.

As we walked to the show I couldn’t help but think about the delightful experience we had at dinner.  Brittany brought many qualities to her service but I think these attributes really stood out:

She wanted to be there.
Brittany enjoyed her job.  How do I know?  Her facial expressions said it; her body language said it; and her words echoed it.  What a difference it makes when your employee wants to be at work doing his/her job.  That mindset is contagious and naturally creates a memorable experience for customers.

She was a problem solver.
Our conversation with Brittany about the desserts started with a few questions about the menu.  But when we jokingly mentioned the Heath Bar, she quickly moved to “problem solver”.  We had a request (although silly) and Brittany saw her job to meet it.  What about your team? Do your employees actively look to resolve issues and discover solutions for your customers?  It’s that one degree of difference that creates a “WOW”.

She took that one extra step.
Finally, what really took our experience over the top was the way Brittany did those many little things that took our dining experience from ordinary to extraordinary.  A hint from us sent her to the kitchen looking for a way to meet and exceed expectations.  And chatting us with throughout our meal in a way that was natural and genuine created a warm atmosphere.  In your world, how often do your customers comment on how you employees wow them?  When your employees do this, customers really can’t resist speaking up…and in a good way.

Beauty and the Beast was wonderful.  It was the reason for the night out but truthfully, the dining experience at Demos’ with Brittany was a definite highlight of the night.  The audience gave the show a standing ovation.  And you know what?  Brittany deserved one too!

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