Thinking About the Customer Experience

December 1, 2013 by
Filed under: Relationships, Social Awareness 

YoureHappyImHappy Thinking About the Customer Experience“Think about the cus­tomer expe­ri­ence.” This is what one of my supervisor’s years back use to tell his team all the time. It has stuck with me since that time because it is such a sim­ple yet pow­er­ful state­ment. Whether we work for our­selves in an entre­pre­neur­ship or work for some­one else within a com­pany, under­stand­ing the expe­ri­ence of our cus­tomer is key to being suc­cess­ful at what we do.

The Tale of the Inex­pe­ri­enced Waiter

The other day I was watch­ing the show Restau­rant Stake­out on the Food Net­work. For those of you who aren’t famil­iar with the show, the series fol­lows suc­cess­ful New York City restau­rant owner William Jack “Willie” Degel, who goes behind the scenes of dif­fer­ent restau­rants across the coun­try with hid­den cam­eras to exam­ine their ser­vice prob­lems in order to help the owner of the restau­rant. Dur­ing the show, Willie and the restau­rant owner saw one par­tic­u­lar waiter take per­sonal calls on his cell phone behind one of the coun­ters while a group of four peo­ple were wait­ing at one of his tables. After a few min­utes, he stopped talk­ing on the phone and pro­ceeded to wait on the group who were wait­ing for him to get off his phone. He never smiled while we has tak­ing their orders. In fact, he never smile once through­out the evening. Once he took the group’s order he went back to talk­ing on his cell phone while he walked back towards the kitchen to put in the order slip with the chef.  After a lit­tle bit of time had passed, the food was ready in the kitchen for this group of peo­ple. Did the waiter go to check on this group’s order? Not imme­di­ately, not for a bit actu­ally because he seemed to be in a deep social con­ver­sa­tion with the per­son on the phone. To make mat­ters a lit­tle worse for the group wait­ing for their food, a sec­ond group of peo­ple came in after they did, gave their order to their waiter (a com­pletely sep­a­rate waiter) and where already eat­ing their food.

By the time the first waiter got off his phone and went to check on the group’s food, the food was already cold. He pro­ceeded to pick up the food from the kitchen and bring it to the group. One imme­di­ately com­plained that the food was cold and on how long it took to get it. Espe­cially after a group in the table next to them received their food first, even though they entered the restau­rant after the first group.

What hap­pened at the end of that encounter was inter­est­ing to say the least. When it came time for the group to pay the check, they pro­ceeded to leave a small tip for the waiter that was so pre­oc­cu­pied with his cell­phone con­ver­sa­tion. When the waiter picked up the money left on the table, he noticed the small tip amount and chased after the group just before they left the restau­rant. He “told them” that they for­got to leave him a tip. They of course said they didn’t believe he deserved a tip at all, let alone the tip he got, after the way they were treated through­out the evening. The waiter than said that they, the cus­tomers, were being really rude because he works hard to make sure they enjoy their meal and expe­ri­ence at the restaurant.

The waiter never did get any extra tip money out of that encounter and the cus­tomers told him that they will never be com­ing back to this restau­rant if this is the way they should expect to be treated while din­ing here.

Had the waiter been more atten­tive and more sen­si­ble to the expe­ri­ence of his cus­tomers, he may have not just received a big­ger tip, but he would have helped to ensure that these par­tic­u­lar cus­tomers would have returned to the restau­rant and keep giv­ing him fur­ther tips. Maybe if he:

(1)   Made sure that the cus­tomer did not wait any longer than they phys­i­cally needed to prior to tak­ing their din­ner order,

(2)   Took time to be atten­tive to any other need while they were await­ing for their dinner

(3)   Smiled a little

(4)   Even at the very least apol­o­gized for the food being cold.

The waiter may have affected the cus­tomer expe­ri­ence for the bet­ter. Maybe even con­vinc­ing them to give the restau­rant and him another chance to make it up to them.

What are your thoughts on the cus­tomer experience?

Comments

3 Intelligent Opinions, Leave Yours on Thinking About the Customer Experience

  1. John Cole on Tue, 13th Oct 2015 1:30 am
  2. this is really nice and very infor­ma­tive post.

    Like or Dis­like: Thumb up 0 Thumb down 0

  3. Music Download2 on Sat, 14th May 2016 6:21 am
  4. very nice arti­cle thanks a lot for sharing!

    Like or Dis­like: Thumb up 0 Thumb down 0

  5. POCKET MORTY RECIPES on Fri, 7th Apr 2017 9:04 am
  6. Your Arti­cle Is Awsome I Really liked Your Arti­cle please Keep Updat­ing your Arti­cle These Arti­cles Helps Me ALot Thanks. I Love POCKET MORTY RECIPES .
    POCKET MORTY RECIPES recently posted..What Is Pocket Mortys And How To Play?My Profile

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