In many instances, finding customers can be easier than keeping customers. T here are a lot of things we can do to get them to show up. But, do we do everything to make sure they keep showing up?
You don’t have to look very far to find instances where customer service lands with a thud.
Restaurants are a pretty easy target
Restaurants may be one of the easiest targets since we’re in them all the time, so imagine my pleasant surprise to receive a Missed Opportunity check from a Grand Rapids, Michigan restaurant I visited while there to celebrate my Mom’s birthday.
The dish I ordered wasn’t quite up to par, a little dry compared to previous visits.
When I asked the waiter if they had changed the recipe, he wanted to know more about why I asked. He was eager to share that information with the chef but when he returned, he brought to the table the Missed Opportunity check you see above.
[pullquote]The goal as a company is to have customer service that is not just the best but legendary. ~ Sam Walton[/pullquote]
Wow! These guys DO really care about quality.
What caught my attention was how genuinely concerned they were about quality and the guest’s experience … and how readily they acknowledged a “missed opportunity” … one for which I expected no monetary consideration … and turned it into a positive affirmation of their commitment to satisfy every customer.
I’ve seen a few such techniques before … they’re still pretty rare … but what a great way to delight your customers!
This practical strategy can be applied to any business, even if you can’t personally hand a Missed Opportunity check to your customer. I’ve never forgotten the Ritz Carlton policy of entrusting every employee, without management approval, to spend up to $2,000 on a guest. And that’s not per year. It’s per incident.
Lean into those Missed Opportunities
Acknowledge your “missed opportunities”, however small. Step into that space … exactly at that moment … to show your customer why they’re the most important customer you have.
If you do, you’ll have a customer for life.