The Little Things: Elevating the Customer Experience
October 24, 2008 2 Comments
This week, my wife told me about two remarkable (hey – she remarked on them!) “little things” that made her customer experience more positive. Thought I’d share them, because I think we can all relate:
1. We recently bought a new Toyota Sienna minivan, and it was due for its 5K miles service. She had an appointment, and when walking in, her name was up on a video display with the scheduled time. Then, she was told that she could sit in the waiting room (free wi-fi, coffee, donuts), but they also had a “quiet room” without the blaring TV! She was able to read and wait in peace, comfortably…no small thing when you’ve been in far less pleasant waiting rooms for automobile service!
2. The Shop-Rite where she shops for groceries recently put in some new technology for the deli counter. Instead of giving your order to a harried person, maybe taking a number, and than waiting there to be called, she was able to punch in her name and order into a terminal, then go on shopping. When she came back, here order was just sitting there waiting for her. No wait, no aggravation.
Little things. They matter. It’s what gets people talking!
(Image credit: Brian Solis shot of Becky Carroll, Customers Rock! guru)