The flip side of Customer Service Hell is Customer Service Heaven. I see it fairly frequently in my travels, and it always engenders the same response in me: I want to hire the person providing it.
I lately went on a trip to California where I had brunch with a friend of mine and her young daughter in the hotel restaurant. After we sat down our server promptly came over to help us. She looked us each in the eye, introduced herself (Marilyn), and commented on how nice we looked. When Marilyn took our drink orders she offered to bring the 3-year-old's in a cup with a lid and asked if she could take the knife out of the child's place setting for us. I don't know if this woman has children of her own or not, but she obviously has the common sense to know that they are likely to spill and don't use knives.
When she returned to take our orders we all asked for the buffet. "How old is your daughter?" Marilyn asked my friend. Upon learning that the girl is three she says with a smile "I think we can let her have the buffet for free." This might be restaurant policy and it might not be, but Marilyn has just made us feel that we're receiving special treatment.
After we get our food our waitress does not forget about us but comes back to check on us, and even lets us know when she's going on her break and that José will check on us while she's away. And lo and behold, José does indeed come over to check on us while she's away.
I want to hire Marilyn. I want to hire anyone like Marilyn I can find. I like to tell my clients that with the exception of certain special jobs where you must hire for talent or esoteric knowledge or qualifications, when it comes to hiring, they should hire for character, work ethic, and attitude. The new employee can learn the rest on the job. Stanley Marcus of Neiman Marcus said "We hire nice, friendly people and teach them sales. We can't teach them to be nice and friendly. That was their parents' job."
I completely agree with you. Great customer service is where it's at.
Posted by: Celebrity Foods | February 27, 2008 at 02:52 PM