We stopped for lunch at The Table, a restaurant in Asheboro, NC. Nice atmosphere, great service and great food. They got the basics right. But what they do really well is connect with their customers.
Being our first visit there we weren’t sure if we were supposed to get our own tableware, napkins, etc. I stopped an associate who was cleaning up dishes and said “Excuse me, it’s our first time here, where do I get napkins?” She smiled at me and said, “Welcome to The Table. We’re so glad you decided to visit us. The server will bring napkins when she brings your food to the table, the rest rooms are over there and be sure to ask if you need anything else.” WOW – just like that she connected. She was genuine, warm and when she said welcome, I felt it.
Customer WOW is about creating a positive emotional connection with your customer. As Maya Angelou said, “People will forget what you said. People will forget what you did. But People will never forget how you made them feel.” I think that is true when it comes to delivering service. The awesome thing about creating a positive emotional connection is that it doesn’t cost anything. You just need to love your customers and let it show.
What’s Needed. On Time. With Value. Serve it up and your customers will say WOW!