The concept of customer service is a relative one. What it looks like, how it’s delivered, and what is defined as good or exceptional customer service really depends on the industry, product or service. Those who do it well are interested in not only satisfying but “delighting” their customers.
I was reminded of this recently while out for dinner at a restaurant. I learned about taking customer service to a whole new level, at least in this industry. I probably shouldn’t have been surprised by what I saw given the reputation of the restaurant, but it made me both chuckle (because I could relate to it) and of course think of it as a great, unexpected example of customer service.
What I saw was a lovely box being presented to a table of customers – very much like the wooden boxes which offer customers a wide variety of teas to select from based on their tastes – but instead with a variety of strengths of reading glasses!
Kudos to the person who thought of this particular aspect of the dining experience – being able to read the menu – as being an opportunity for providing unexpected customer service. Whether it’s someone who has forgotten their glasses, or someone who hasn’t yet admitted they need glasses, or perhaps the lighting or font size on the menu makes it harder to read, if you can’t read the menu, you’re in trouble.
Although you could argue that offering this selection of reading glasses was addressing a pretty basic customer need, for many this would be seen as customer service at its best, and perhaps the ultimate example of delighting the customer when it is least expected.
Where have you seen examples of unusual or unexpected but powerful customer service at play?