Customer Service: Going the Extra Mile

One of my friends recently had a bad food experience at a downtown Montreal cafe. Since she’s a regular at this cafe and has food allergies she wasn’t going to dismiss it.

She contacted them through their ‘Contact us’ page on their website and the owner responded expressing his dismay and concern over her negative experience. He invited her to come back with friends for a meal on the house.

Now he could have made it impersonal and offered her a gift certificate and left it at that. But he didn’t. Instead, he treated us to some coffee, dessert and wraps and discussed the importance of good customer service while we waited for our food. He stressed the importance of following process, even if there is only one customer in line because this ensures that things run smoothly and no mistakes are made.

He knows that his business relies on:

• Word of Mouth
• Repeat Customers

And as such, understands the importance of every customer because he also knows there are plenty of other restaurants and cafes to choose from.

This vendor is living and breathing the Thank-You Economy: “giving great customer service and loving your customers”. He acknowledged the mistake and corrected her negative experience by turning it into a positive one, and now here I am blogging about it

GaryVee on the Thank You Economy:

Are you going the extra mile with your customers?