Thursday, August 20, 2009

Customers like to be remembered


Last week I was working in Orlando. I was staying at the Disney Contemporary Resort. Of course I am aware that Disney prides itself on superior customer service, so my expectations were pretty high. Even with those high expectations I still found myself amazed by a specific event.


After my class was finished I walked up to the reservation counter for the California Grill. Apparently it is a very popular restaurant so reservations are not easy to get. I was dining by myself so I thought I would check to see if I could eat later. A lovely woman behind the desk greeted me and told me that there should be no problem. It was a short unremarkable encounter and I walked away.


Later that night, after changing into more comfortable clothes, I decided to try and eat at the California Grill. I had no problem getting in (even though the place was packed.)


I was enjoying my meal at the sushi bar (the food was amazing,) when the woman who greeted me walked up to me and said “Wow, I am so glad you decided to come back.”

This blew me away. As I said, we had an unremarkable conversation, it lasted only seconds and I wasn’t even wearing the same clothes. But Ashley Call, the restaurants Guest Service Manager remembered me. And by the simple act of remembering me and telling me she was glad I came back she transformed my evening.


I felt important. I felt valued. I felt appreciated. She took a good evening and made it great. I eat at a lot of good restaurants, but I would go out of my way to go back to this one because of Call and her staff.

Call told me her goal was to make sure every guest leaves happy.


What do you do to make sure every customer leaves happy? How do you make your customer feel important, valued and appreciated?

Try doing something today to transform your customer’s experience.

1 comment:

Growth! said...

Laurie,
Your post made me smile regarding Ashley and her comment upon seeing you return to the restaurant.
I doubt you can 'pay' or 'incent' someone to 'act' in this manner. My guess is it a genuine and caring approach that Ashley showed to you and possibly her management demonstrates to her. A world-class organization - DISNEY!
Thanks for sharing and as a friend shares with me, "its the simple things that count."