When you go to a fast food joint, a relatively local one at that, you expect to yell your order at that square metal box only to hear an annoyed, garbled sound utter something back before you pull up to the next window. You could be the sweetest person or world’s biggest jerk and you will typically receive the same treatment.
A few nights ago, I pulled up to a Cookout drive thru to get a milkshake. Cookout is a small chain of burger joints with remarkable milkshakes. When you go, you will receive the typical service you would receive at any other similar fast food chain.
So, a few nights ago when I pulled up to that metal box with its white paint chipping off, any extremely perky voice came over the speaker. She asked me how I was doing and proceeded to kindly take my order–the joy in her voice was evident. I thought to myself, How refreshing to have someone that actually cares?
When I pulled up to the window, a middle-aged lady greeted me with a beaming smile. I handed her my card. Moments later, the window opened and the lady handed my card back to me with my receipt as well as a napkin, spoon and straw for my M&M Chocolate Malt milkshake.
Though her smile and attitude were refreshing, that is not what stuck out to me. When she handed back my card with the receipt and utensils, it was nicely packaged. She had taken the time to wrap my spoon and straw snugly in a napkin so that it wouldn’t fall to the ground in the exchange. This little bundle was secured by my receipt which was taped to the napkin in such a way that the napkin wouldn’t fall open.
Here is a lady that was probably making something close to minimum wage yet she saw an area for improvement and she acted on it. She made my purchase more than my M&M Chocolate Malt milkshake, she made it about the buying experience–she made it about me. Let me tell you, that was the best milkshake I’ve ever had.
I wish I would have gotten this innovator’s name, but I was too in shock. So often, we try to squeak by with doing the bare minimum. Very few people look for simple ways to go above and beyond. However, it is simple, small acts such as these that make an incredible difference in the eyes of a customer.
What can you do to make your client’s interactions with your company about experience? Do you cut corners or do you look for ways (even the small ways) in which you can always excel to meet your customer’s needs?