Companies build customer loyalty in many ways, through superior products, services, and especially GREAT customer service. In fact, did you know a positive or negative customer service is the #1 factor in building vendor trust?
I had one such GREAT experience last month at Grimaldi’s Pizza. We had been rushing around town all day and found ourselves in the mall as it was closing down. On Sundays, closing time is dinner time and we were quite hungry! I had a free birthday pizza e-coupoon from Grimaldi’s, and we decided to try our luck on the pizzeria being open a little later than the mall.
It wasn’t, but there was still some time left!
I asked the hostess if I could say hi to the manager (Sam), and then showed him my birthday email. I was quite nervous he would be annoyed, but my hunger was the more powerful urge at the moment! He saw the email coupon, smiled, and said “Of course!”
Sam, our kind Grimaldi’s Manager
We sat down, ordered our meal, the server was very kind, and we ate a lovely meal. Sam stopped by and we chatted about Italy, Baseball, and the changing season of Fall. When the pizza arrived it was heavenly, and the welcome aura of the restaurant and the people made it all the better. Finally, as the literal cherry on top, Sam delivered a special dessert!
Did I mention the email coupon had expired? It had. But Sam and his employees didn’t fuss or make me feel bad. In fact they delivered one of the most memorable customer experiences in my life. I was so thankful they took time to honor my birthday, my family, and my taste buds!
What did Sam and his staff do that was so powerful, and how can we follow his example in our own lives? Here are five unshakable rules of customer service, and how to implement them.
1. Every Impression is a First Impression
We had been to Grimaldi’s before, but one poor experience can ruin brand loyalty for all but the most committed. Each interaction with a fan is an opportunity to build up or tear down the carefully constructed relationship you have with them. It’s the same in our personal relationships as well! Good friends and good companies build loyalty because each interaction is an opportunity to improve the relationship.
2. Make Special Moments Memorable
The Grimaldi’s staff went above and beyond to make our experience memorable. Once they found out the coupon was for my birthday, they gave me a special dessert and sang to me, though they knew it wasn’t even the right day! Their attention to making a special moment a memorable one was unique, especially considering they held the restaurant open a little longer for us. What are ways you can go overboard for your customers on special days?
3. Find Common Ground
The fastest way to build friendships and make connections is to find common ground with people. Doing this is easier than you think, simply ask about the person’s family, pets, sports teams, travel, or anything else you notice about them. We connected with Sam over our recent trip to Italy, and the postseason prospects of the Tampa Bay Rays. What made made our experience special was any of these actions from Sam and his staff would have been great. An amazing experience occurs when all five are working together.
4. Honor Everything
Did you know over $41 billion in gift card money expired between 2005-2011? Some of it is forgetful consumers, but I would bet there is a good chunk that is simply not honored by the issuing company. That’s a shame. A customer has given you their money, and simply because it isn’t used in a year, the business chooses to keep the money with nothing given in return? That’s just bad business, and will ruin a customer relation instantly. The same goes for coupons and other deals, if your name is on the paper, please honor what it says! Grimaldi’s didn’t worry about the date, they worried about me and my family, and it showed.
5. Be Kind
Sam, the servers, all working extra and not only being kind, but being remarkable. It would have been easy for them to slip in to the mindset of “This family comes in right before closing time? The nerve!”
But throughout our visit, they were kind, courteous, and polite. I’ve told many friends and colleagues about my experience that night, and I know it has meant extra business for Grimaldi’s over time. This perfectly shows how in business and personal relationships, the times we are kind, respectful, and serve others will come back to us many times over.
Share a customer service story from your own life, amazing or awful! How did that impact your buying decisions going forward?
