I enjoyed one of those little “exceptional” customer service moments over the weekend. My daughter-in-law, who just had a baby, wanted some soup from The Olive Garden along with a few breadsticks. So on the way to the hospital, my wife and I dropped by our local Olive Garden to satisfy this craving.
Along with the soup we picked up some pasta and a small bag of breadsticks. When I asked the server behind the counter for a few more, he said, “I can only give you two but can sell them by the half-dozen.” Not wanting to pay the extra charge (nor wanting the extra carbs), I replied somewhat sadly, “Just two? Hmmm --- ok, that’s fine.”
Moments later, the server appears with a bag of breadsticks. “I threw in a couple of extra for you.” I walked out the door with a smile on my face.
Isn’t it amazing how little it takes to make us smile? In this case, just two extra breadsticks made a happy customer.
I’m confident all companies want happy, loyal customers. Empowering employees to do the little things like this is certainly one way of building that loyalty.
Darren K. Ford
I've enjoyed a great career. Worked in many different industries with great coworkers and customers. I talk to a lot of people while drinking a lot of coffee. I read constantly. From all of this, I have much to say.