Since I’ve been on a tear the last few posts, time to switch gears. Central theme, customer service expectations blown out of water.
Not too long ago, I tweeted that “Chick-fil-A is the Disney of fast food.” Because they are.
One busy Saturday morning I waited for my chicken minis. Which really, they need to make available all day b/c they’d be my #1 all time favorite snack, right there with the Checkers fries. Ahem.
I hadn’t complained, wasn’t put out by the wait. Without blinking the manager handed me a card for a free chicken biscuit for my next visit as she handed me my food.
Atlanta Bread Company
One of my favorite coffice joints with the yummy soups and free WiFi is ABC. I had joined another woman at a big table – because all the small ones were full.
A while later a manager asked if we would mind moving, since they had a group meeting coming up and needed the big table. We said sure, happily got up to back up our tech toys as there were now open tables. Without hesitation, she gave us each tickets for free lunch on next visit.
My dentist and mechanic
Not sure the names are important, they’re not major brands or anything, but my dentist and mechanic get customer service, online and off. My mechanic has WiFi in the waiting room. The dentist offered use of Bose headphones for my iPod, to cancel out the noise during the wisdom teeth extraction. Both use email, other e-tools to stay in touch with their customers. I mean, I ‘liked’ my mechanic on Facebook the other day, so happy was I with their service.
What do you expect, anyway?
Maybe it’s the Gerber Baby Syndrome or ‘champagne taste, beer budget’ thing but consumers do feel more entitled to exceptional service at outlandishly low prices. Could be more Groupon backlash, everyone hunting the next BBD? I don’t know.
What I DO know is this, this is what you want: people talking about your company, praising what you do. This is what growing small businesses need, positive word of mouth. What you don’t want is to hear someone to say ‘you are the Uverse of your industry’ – that’s bad. FWIW.
In a world when Apple can’t even outdo Apple, how do you raise the bar on expectations?