“One customer, well taken care of, could be more valuable than $10,000 worth of advertising.” – Jim Rohn
It was just a simple night out for dinner with friends. Lauren and I were meeting them for dinner and drinks at Brio at Newport on the Levee. It was a weekend so despite the fact that we had reservations, we knew there would be some waiting. We were just not prepared for how much waiting we would have to do. As patiently as we could, we waited forty-five minutes after being seated before our order was ever taken. It took another twenty to thirty minutes for our food to arrive. No apologies, no check-ins, no acknowledgement.
We had always had good experience at this restaurant. In fact, that was one of the reasons we chose it. With each passing minute of being ignored, we were questioning whether we would ever choose to come back. Finally, after we had used up all of the patience in our storage tanks, we felt the need to say something. We were not looking for any compensation, but simply an acknowledgement that this is not the customer service that one should encounter, even on a busy weekend evening.
What we received far exceeded expectations. After being notified of the situation, Mark, the manager, quickly came over so and heard our story. He listened quite apologetically, and ultimately ended up providing us a meal on the house along with a round of drinks for our trouble. While this was completely unexpected, this alone was not the act that exceeded expectations.
The following weekend, we decided to try our luck again and enjoy Brio with the same friends. As soon as we entered, Mark spotted us and had us seated right away. He immediately came over to us, referred to us by name, and assured us that our experience that night would not be the same as the previous weekend. Aside from having to pay this time, it was an exceptional evening of food, service, and laughs. Mark not only saved our business but also created lifelong customers, who will quickly recommend his restaurant as a place to frequent.
We have all heard countless stories in this regard or have even had similar experiences ourselves. As I reflect on this experience, I find myself asking the question:
How can we create this experience for others in our own lives?
We do not need to work in food service or retail to provide this type of service or make this type of impact on others. The truth of the matter is that we have the opportunity to engage in these types of interactions on a daily basis. Oftentimes, we are so caught up in the busyness of the day that we let these moments pass us by or neglect to take the time to do our part.
The actions can be simply. In fact, they may be in the very things that seem so trivial to us yet are so meaningful to others. Do we see someone struggling with a few bags that we can stop to help? Do we see someone looking sad to whom we can offer a smile and hello? Do we see someone at the coffee counter scouring for a few extra pennies and offer to pay? Do we see an opportunity to go above and beyond for a co-worker or family member? Do we see a chance to make a daily experience a memorable one for someone else?
How are we doing in offering service to others?
We should look at ways that we can lose ourselves in other people. We should seek to provide others with opportunities to have a memorable day. We should constantly strive to leave a positive impact (no matter who big or small) on those with whom we interact. Most importantly, we should seek to do this with no ulterior motives or agenda attached.
With that in mind, I challenge you to live out your days with this one goal in mind:
Make someone’s day.
With every exchange, every conversation, every interaction, seek to leave them better off than when you found it. A smile, a compliment, a kind word, a simple gesture. It does not have to be much, but do something every day to make someone else’s day better.
Bring your best today!