I finished reading a Robin Sharma book today that really got me “jazzed” about my passion — the customer experience. The book is called “The Greatness Guide”. See, Robin get’s it. The book is filled with little “gotchas” that make you think about yourself and how you affect the people around you and how you choose your responses to every situation – good, bad or indifferent. 

Too bad we can’t clone Mr. Sharma and put him in every restaurant in the world.  

I challenge you and your staff today to take a mental step back and look at your customer a little differently. They’re not just money in the till and someone to clean up after. We’re all the same. Flesh and bone, looking for an appreciated gaze and a little acknowledgement of a job well done. Sound familiar? It’s likely that they’ve worked hard during the day and their time in your establishment is a chance for them to spend quality time with friends and family or just to get away from the situations that caused that crease in their foreheads. They made a choice to give you the opportunity to make their day complete. Huh. That kind of changes the interaction, doesn’t it? 

I dare you to go that little bit over the edge today. Give a second cherry on that sundae. Give them a little sample of the item they didn’t order but were contemplating ordering. Find a way to express to your customer that they were the reason you got out of bed this morning.  To quote Mr. Sharma, “…in this ‘experience economy’ we now live in, the customer must be taken on a journey from start to finish that makes them go “wow.””  

Go get your “wow” on. Please drop me a note to share what you did and how it made you feel. I suspect you will be pleasantly surprised. 

Have a great day.